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How Emojot’s CXM Solution Helped a Clothing Manufacturer Improve Customer Satisfaction in Real-time

Introduction B2B organizations must prioritize ensuring customer satisfaction to identify and address any issues, in order to maintain a positive relationship. A top clothing manufacturer that collaborates with major global clothing brands needs to assess their customers’ satisfaction level regarding the provided services. The company faced a challenge where a traditional survey would not suffice as it tends to tire out participants and does not meet the organization’s high user experience standards. Additionally, the company sought to view the survey results in real-time with intricate analytics and text analysis. The Solution The clothing manufacturing company’s challenge was effectively addressed by Emojot through the implementation of their Customer Experience Management (CXM) solution. The CXM solution offered by Emojot proved to be the perfect fit for the clothing manufacturing company, as it provided multiple deployment methods, including email. The company was seeking an engaging and eye-catching way to capture customer satisfaction in real-time, and Emojot’s solution achieved this through the use of a customized sensor embedded in an email sent to customers. Emojot solution consists with the following: Results The use of Emojot’s solution resulted in the following outcomes for the leading clothing manufacturer with a global client base: Conclusion In conclusion, Emojot’s Customer Experience Management solution proved to be the ideal fit for a leading clothing manufacturer seeking an effective way to capture customer satisfaction in real-time. Through the use of a customized and branded Emotion Sensor™, personalized email templates, a real-time analytics dashboard, and score-based customized reporting, Emojot was able to provide the clothing manufacturer with valuable insights into their customers’ satisfaction levels.  The company was able to identify key strengths and pain points, improve customer goodwill, and make data-driven decisions based on advanced data analysis tools and AI-based text analysis. Overall, Emojot’s solution helped the clothing manufacturer maintain a […]

5 Reasons Why Employee Engagement Surveys Need to be an Ongoing Process

While many organizations may realize the importance of employee engagement, it appears that they continue to achieve little in the way of improving it. In fact, a 2017 report released by Gallup shows that only 33% of U.S. employees feel engaged. If that isn’t bad enough, the worldwide engagement rate is even lower – a dismal 15%. So why is this so low? While there are many factors at play, one major contributing factor is that the surveys used to measure engagement are infrequent and often very generic. That being said, let’s look at five reasons why employee engagement surveys need to be a continuous process. 1. Progress Needs to be Monitored Gallup explains that “Many companies simply conduct an annual survey…but they don’t sufficiently follow up. This has never worked and will never work. It’s not what our most successful clients do.” In other words, checking up on engagement once a year may help measure annual milestones, but it doesn’t give employers a chance to see how engagement is evolving for the other 364 days. Consequently, employee engagement could plummet, and nobody will know that there’s a problem until a full year later. During that time, it’s safe to say that people will have left the organization or lowered their productivity. 2. Workforce Changes As older employees leave the workforce, members of the younger generation inevitably take over; however, different age groups have different needs. What may have kept someone in their 50s engaged isn’t necessarily going to work for a person in their 20s. Case in point, baby boomers valued loyalty and job security. It wasn’t uncommon – even expected – for these individuals to stay with a company for decades. Millennials, on the other hand, want a job that offers autonomy and flexibility for things like vacations. […]

Why is Voice of Employee (VoE) Important?

Do you remember the good old days when you were bossed around by your parents, teachers and even siblings who think they are know-it-alls? As kids growing up, we had all sorts of rules and regulations, right? Do your homework, be at the dinner table when you are told, don’t eat too much of chocolates, do your chores…the list goes on. Similarly, we have guidelines at our workplaces (advanced versions obviously). Guidelines such as getting to meetings on time, making sure we meet our work deadlines and so on. As your good, mediocre or bad working days go by, I am sure you wonder if you can have a better say in things that happen at the workplace. Are you able to voice out (or even croak) how you really feel about a certain situation? Are you entitled to make decisions that could possibly influence your job or work environment? Or, do you just hold back and keep your opinions to yourself? As an employee, most of us want to be heard (for obvious reasons). I certainly do. I want my employer to hear me out when I come up with a solution to an existing problem or figure out an improvised technique to finish up a task at hand. I want to be able to tell my manager how I feel about something – good or bad – and not be judged for it. Sadly, this isn’t a reality for some of us. Because, for some of us, our voices are restrained – and we are forced to keep our mouths shut and simply go with the flow (sigh). If you encourage a culture that enforces this, your employees will take 10 steps behind, never feel comfortable about voicing how they feel, and will leave your company behind. I […]

What are the Critical Drivers of Employee Engagement?

The concept of understanding that employee engagement is the key to drive productivity, reduce employee turnover and boost innovation is arguably one of the critical challenges most organizations face today. A study conducted by MSW Research and Dale Carnegie Training explored key drivers of employee engagement out of which they found out that only 29% of employees are fully engaged while 26% employees remain disengaged. In addition, the study discovered that there are three key drivers that affect employee engagement amidst other factors. 1. Relationship with Supervisor/Manager: As you might be familiar with the statement, ‘People don’t leave jobs, they leave their managers’. And, it is indeed a true saying. Something I can relate to myself. People grow wiser as their working years roll by. The study revealed that a “caring” manager is one of the key elements that drive employee engagement. Employees want a manager who will nurture a good relationship, get to know them, care about their personal lives and support their health and well-being. If a manager can build strong relationships with employees, create the right foundation for dedicated team interaction and lead in a human-centric manner – it creates an engaging environment where employees feel special and can perform at the highest level possible. 2. Belief in Leadership Practice what you preach: Leaders set the tone and define goals for the organization. These behaviors and goals need to be clearly defined, realistic for employees to achieve and communicated throughout the organization. This will create a sense of shared sense of responsibility for the organization’s success. Value who work by you and work for you: If you cannot appreciate what your employees do for you, and value their work for the organization, it’s one of the biggest mistakes you can make as a leader. According to the […]

Implementing a Voice of Employee (VoE) Program

Founder of the Virgin family of corporations, Sir Richard Branson has been quoted as saying, “The best way to take care of your customers is to take care of the employees who take care of your customers.” As per Branson happy employees will result in good customer service, this will help companies thrive in business. Employee retention and training is a key part of successful business. Low employee retention will result in loss of corporate memory, cost in training a new employee and reducing work efficiency. Training a new employee will cost three times as much as retaining an employee. That is why it is so important to understand the “Voice of the Employee” (VoE). VoE Program is? A VoE program is designed to increase employee engagement and identify the areas to improve. Also, this will help you identify root causes for existing issues that matter to your employees and possible solution for the problems. Collection of information like this makes it easier to increase employee engagement, develop better performance reward programs, identify areas to improve, reduce attrition and gage overall satisfaction of the employees. As per the latest studies, benefiting employees in their daily life is the key, which means that the employees care more about the benefits that they see on a daily basis and the employee voice is been heard over their size their paycheck. Benefits of a VoE Program? Higher retention rates Lower development cost Feeling appreciated Feeling understood Happy and engaged staff Higher employee morale and fewer complaints Higher ROI How to Start a Voice of the Employee System 1. Start at the Top The value of the employee engagement program should be understood by the CXO level, especially the chief people officer of the organization. This would be the primary step towards implementing a […]