Blogs

10 Tips to Setting up a Voice of the Employee (VoE) Program

Employee engagement happens to be one of the buzz words in today’s corporate world. But do people really understand what it means? I don’t know for sure but, one thing I know is that it is one of the most interesting yet tough to attain aspects in management. Organizations are definitely starting to realize the importance and need for a happier and engaged workplace with the rising number of millennials entering the workforce. Well, It makes sense as to why there is so much hype about engaging employees at the workplace as according to the Bureau of National Affairs, US businesses lose $11 billion annually as a result of employee turnover. And Among the 1,500 employees, only 29% are fully engaged and 26% are disengaged. Almost half (45%) are partially engaged. There are many aspects that make an organization successful. Cutting edge products and services, innovative strategies, new technologies etc but there is one thing that overpowers all of these factors and goes on to create long-lasting competitive advantage which in return impacts ROI. That is undoubtedly the employees of an organization. Employees are the heart of an organization and many research studies have proven that there is a direct positive correlation between organizational performance and engaged employees. As Andrew Carnegie very correctly pointed out “You must capture the heart of a supremely able man before his brain can do its best.” I personally like to define employee engagement as the emotional commitment an employee has towards their organization and its goals. There are tons of ways in which an organization can engage their employees, but it’s important to find the right techniques which go in line with your organizational culture. Here are 10 tips that may help engage your employees better, this is based on the Ten C’s model […]

VOC Defined: Why Customers’ Feelings Matter

No business can function without its customers. Your clientele are the cornerstone of your company. Their satisfaction makes or breaks your profits, brand, reputation, and, ultimately, survival as an enterprise. You probably already realize that communicating effectively with your clients and fully understanding their feedback is a vital part of keeping your company thriving, but how can you go about this? Most customers never share their opinions with companies, and those who do tend to be either enthusiastically happy or (unfortunately more often) absolutely exasperated. Of course, you can attempt to send out a lengthy email questionnaire or badger your clients to answer “just a few questions” over the phone, but only a small percentage of your consumer base is likely to take these surveys very seriously. The solution to your customer satisfaction conundrum does, in fact, exist, but you may not have yet encountered this emerging technology. Perhaps you’ve heard the term “voice of customer” bandied about at conferences or in advertisements, but do you know what this actually means? As it goes with many great advances, many businesses don’t yet understand the value of “voice of consumer” tools, or even know what these burgeoning applications are, but they soon will. Becoming an early adopter in this area could have a serious impact on your company’s future. At Emojot, we use “voice of consumer,” or VOC technology to help our clients flourish in this twenty-first century business atmosphere. In the following blog, we define this term and explain why your customers’ feelings matter so much to your enterprise. Vital Components of VOC Before we expound any further on the benefits of VOC, we should first fully describe what it is. Business Dictionary defines it as “collective insight into customer needs, wants, perceptions, and preferences gained through direct and indirect […]

How Emojot Works for Logistics?

With the rapid growth of technologies, our lives continue to change extensively. Research has pointed out that technology adoption is the most powerful tool for organizations to maintain their competitive edge. The survival of an organization in the age of an evolving knowledge-based economy depends on how they improve their technological capabilities, across all business operations. Keeping this focus area in mind, organizations should develop and implement sufficient methodologies and modern technologies in the logistics field and integrate collaborative logistics processes to be even more competitive. A growing number of logistics organizations are pressurized to change their traditional management style – operationally and organizationally – to a more robust, integrated system that will help increase speed of information flow for rapid decision-making practices. To reach this goal, organizations should invest on new information and communication technologies. Essentially, the type of technologies that would provide vital information such as customer feedback/customer sentiment at their fingertips. The type of information that would help them understand customer satisfaction levels with the services they provide. This information can certainly be generated by a simple, yet effective customer engagement platform. A solution that follows an effective customer engagement process that would primarily act as the voice of your customers – across all your logistics business operations. And most importantly a solution that uses something as simple as an ‘Emotion Sensors™’ that can be used across all digital platforms – be it a Kiosk, Email, Whatsapp, Viber etc.  Wouldn’t it be thrilling to know how your customers felt about the efficiency of your services? Or, wouldn’t it be even more thrilling to understand which of your services require improvements, and that too straight from the horse’s mouth? We know that Emojot’ voice of customer solution not only has the ability to translate into an effective customer […]

How Emojot Works for Healthcare?

With the acceleration of advanced technology in the world today, the field of patient experience has exploded. As population health efforts grow rapidly, efforts to engage patients about their own healthcare services have become a very popular concept. However, these two concepts – patient experience and engagement – seem disconnected. Although some healthcare professionals talk about engagement in health, they don’t improvise the essential experience of it. Yes, some of them do talk about patient experience but they sometimes forget to focus on an engagement mechanism that’s highly effective. What we refer to here is patient engagement that would help them focus on a faster decision-making strategy that would prove as a positive outcome in terms of the services they provide.  If an effective decision-making strategy is not in place, it limits their improvisation scope that won’t help them realize their full potential as a healthcare professional. To solve the disconnection between patient experience and engagement levels, technology vendors have come into the picture to create intelligent, empathetic solutions. With an influx of solutions to pick from, it all boil downs to picking a best-suited technology platform that would act as a foundation to reinforce excellence and help healthcare professionals improve services as and when it is required. So, what kind of solution can really help you eradicate the experience-engagement disconnect? Essentially, it’s a solution that follows an effective customer engagement methodology that would primarily act as the voice of patients (your customers) – across all your departments. Wouldn’t it be great if you could understand how your patients felt every time they pay you a visit? Or, wouldn’t it be greater if they tell you what you’re doing wrong, what you’re doing right and suggest on how you can make things right? We believe that Emojot’ voice of customer […]

What is an Emotion Sensor™?

Wouldn’t it be great if technology could help your organization understand your customers’ feelings and step in to give you insights on which problem needs fixing, prevent you from doing something that’s not beneficial and point out the return on investment on what you’re doing right? Imagine yourself when a deadline is drawing near, and your software keeps giving you a tough time. Or, maybe you’re upset at your immediate boss and struggle to tell him/her how you feel about his treatment towards you. Imagine yourself when your customers complain about your products/services on social media and destroy the brand image you have built up over the years? It’s an awful experience to go through isn’t it? This is where emotionally aware systems can step in and play a vital role to your brand/organization. Be it your customers, your employees or your target audiences – they need to be understood, at any given point in time. Why, you may wonder? Understanding these segments will certainly become more valuable to your business at each step of a predictable “emotional pathway” as they can transition from being unconnected to being highly satisfied to perceiving brand differentiation to being fully connected. To get to one transitioning point to the other, it is important to engage with your customers to know how they truly feel and connect with them thereafter by acting on what’s necessary. You must know that, connected customers are bound to define the success or failure of your business. To perform this task easily, our platform uses a visual survey mechanism that can be used in a simplified manner to capture emotions of the voice of customers, voice of employees or voice of audiences. Why use a visual survey mechanism? It’s simply because we are visual creatures and 30% of our […]

How the Emojot Platform Works

With the advancement of technology, a multitude of organizations across the globe have access to more data than ever before. This influx of data leads to a blind-sighted organizational approach. Organizational success cannot be achieved by simply a ‘more data’ factor. Instead, it can only be achieved by using the ‘right data’ at the ‘right time’. By using this approach, data is converted into ‘experience data’ to best-suit your organizational needs. Keeping this approach in mind we developed a new imperative –Emojot – a platform that uses Emotion Sensors™ to capture customer experience data coupled with versatile back-end capabilities to track and manage the data gathered. In layman terms we refer to it as translating human emotions/feelings/expressions into sentiment data that is bound to be useful for all businesses spanning across different industries.  Then & Now If you look back in time, traditional surveys have been the most straightforward method in capturing customer experiences merely due to the low accuracy rates achieved in terms of alternate experience tracking technologies. And to add to that, the opt-in rates have been reported extremely low for traditional surveys – a sad reality. However, with Emojot’ survey methodology of using an array of gamification techniques coupled with emojis/pictograms makes engagement simple and fun – convincing your customers/employees/audiences want to engage with you, more than ever before. Compared to traditional surveys, Emojot’ customer journey orchestration feature allows you to ask the right questions, at the right time – a dire need of any business during this day and age that has an exceedingly high competitive landscape.  It Doesn’t Just Stop There The platform also includes a very powerful, built-in ‘Business Hierarchy’ feature that helps businesses map out their existing hierarchies when modelling experience data. For example, watermarking real-time customer experience data, of different rooftops of any […]

How to Create a Life-long, Emotional Connection with Guests via CXM

The restaurant industry is a high-risk business proposition. With the influx of competition working their way up the ladder of success, you are expected to perfect your restaurant offerings and services – for your guests as well as your employees. The key to success is to focus on customer engagement initiatives that facilitate keeping in touch with your guests, understanding their restaurant experiences, and encouraging them to increase the frequency of their visits. Did you know that 60% of businesses fail in the first year? There is a lot at stake here. To outrun your competition, how would you ensure your restaurant’s success? For starters, understand the pain points faced by your Restaurant? Do you: find it difficult to understand your customers’ journey, build a good rapport with them or retain them? struggle to obtain customer information and implement a successful loyalty program? fail to incentivize your employees in order to motivate them and increase their productivity levels? feel like your personalization strategies are limited and add no value to the customer conversations you are trying to invest in? feel like you are unable to keep up with technological advancements that have revolutionized solely for customer engagement? Secondly, understand the importance of customer experience (CX) initiatives. Customer experience (CX) initiatives provide an outside-in view of the customer experience. Without these initiatives, it is difficult to, understand the customer journey, quantify customer sentiment and perceptions, Identify improvement opportunities, and, measure the impact of customer experience initiatives. If these initiatives are implemented accurately, your restaurant will generate: 69% increased loyalty 68% increased sales 67% increased referrals Thirdly, understand the criteria for selecting a customer experience management platform (it should essentially address your pain points) Find the right partner to help act on your strategy to drive guest conversions and retention into revenue. […]