However, the importance that was given to the customer experience was not given to employee experience.
The unprecedented working conditions make this shift even more necessary. Working remotely can be a challenge for companies. Employees might start feeling lost and, consequently, their general well-being might deteriorate. Therefore, to be able to help and improve their working conditions and comfort, it is fundamental for leaders to hear and understand their employees.
Brands listen to customers daily but they don’t listen to employees frequently enough.
How is it possible that we’re satisfied with sending an employee survey with 30 or 40 questions once a year? How can we think that collecting employee feedback in this way would help us learn and improve their experience and their performance at work? It is simply unrealistic, and in fact, it’s not happening.
Let me give you a couple of examples. Years ago, companies did a lot of interviews, focus groups, or were sending never-ending surveys, like the ones you’re sending to employees.
Then, the best brands realized there was more value in hearing what customers voluntarily generated. Take online reviews as a reference, like the ones you find on Amazon or on e-commerce sites. Today online reviews have become the most relevant source of insights from customers, and long questionnaires have been quit. This new source of feedback, gives freedom to customers, as they can say anything they like, whenever they like.
Another good example is more simply the trend that sees the number of questions in surveys reduce dramatically. I still see sometimes surveys with 15-20 questions, but luckily I see more surveys with only one open-ended question. This is much similar to the freedom of reviews, and it’s the way to go for employee feedback too.
If you don’t do that, you’re missing out on building a great and profitable business relationship with your team. To facilitate this process, even more, we launched a product called Wonderwork. It’s free to help all companies during the crisis, so you should give it a try.
Investing in better employee satisfaction tools will result in many positive outcomes, such as less employee turnover, higher productivity, and better general well-being.
Therefore, the take-away point of this video is that organizations need to adjust to the current situation, creating suitable structures and processes for the current working conditions. And the best way to do this is to carefully listen to your employees’ needs, in a way that is comfortable to them, and not to the brand.
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Build a continuous and secure feedback loop with your employees.Instantly understand employees and design the right improvementsPrioritize actions based on their potential impact on employee satisfactionImmediately spot serious infractions and protect the workplaceAggregate and analyze several feedback sources (i.e. NPS, surveys, interviews, Indeed, Glassdoor) into a single dashboard
Wonderflow empowers businesses with quick and impactful decision-making because it helps automate and deliver in-depth consumer and competitor insights. All within one place, results are simplified for professionals across any high-UGC organization, and department to access, understand, and share easily. Compared to hiring more analysts, Wonderflow’s AI eliminates the need for human-led setup and analysis, resulting in thousands of structured and unstructured reviews analyzed within a matter of weeks and with up to 50% or more accurate data. The system sources relevant private and public consumer feedback from over 200 channels, including emails, forums, call center logs, chat rooms, social media, and e-commerce. What’s most unique is that its AI is the first ever to help recommend personalized business actions and predict the impact of those actions on key outcomes. Wonderflow is leveraged by high-grade customers like Philips, DHL, Beko, Lavazza, Colgate-Palmolive, GSK, Delonghi, and more.
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