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Author: Alisson Medeiros

In love for technology and human relations, I believe that joining all of this with entrepreneurship we can change the world of many people. With services and products that approach and solve problems. And in this way create an incredible life experience.
How to Beat Low Morale and Create Employee Advocates

How to Beat Low Morale and Create Employee Advocates

Employees with low morale lack motivation to be effective at their work. Frequent disciplinary cases, lower returns, quitting, tardiness, poor group cohesiveness, lack or pride in the job and poor performance are the major signs of low employee morale. To ensure that the company does not suffer from the negative effects of low morale, it is necessary to employ measures which will beat the low morale of the employees. The key factor is to focus on cultivating high morale in the organization. Research proven ways will increase employee morale to do their specific jobs.

Employee engagement is the key

A recent study by Gallup reported that 70% of Employees in the USA are disengaged at work. In another study, the Hay Group concluded that the morale can be improved through employee engagement. The Hay Group also state that Engaging the employee can lead to a 30% increase in their performance.

Engagement influences the employees at an individual level then boosting their group performance. Engaged employees create great teams and an efficient workforce. Involve the employees by creating work teams. That way every individual employee has the opportunity to contribute their set of skills in the job.

Impact of employee engagement on the company’s bottomline

By engaging they will recognize that they play a vital role in the success of the organization. Engagement leads to a boost in the companies net income. Contraryto disengagement which has been reorted to cost companies financial loss at the bottom line. Since engaged employees take pride in their work, show team spirit and commitment to the organization, they minimize loses.

How can employee engagement be implemented?

  • Establish good communication channels with the employees.

Let them have a say in the company’s affairs. Communication is involves giving information and listening to what the other person has to say. For instance, allow employees to give feedback before executing new policies that may affect them. A direct approach can be taken through gauging the employee satisfaction levels. Allow them to communicate their grievances and respond to their concerns appropriately basing on how much the company can offer them.

  • Create opportunities for career development.

Forbes’ suggestion is to engage employees by creating opportunities for employees to use their strength and abilities to the full in their jobs. Create seminars or trining workshops for the employees. Engaging the employees will enable the employees to see that the company leads to their career growth hence they will have high morale since the job leads to career advancement. Create an organizational culture of empowerment.

  • Focus on employee competencies.

Commend the employees who do their job well rather than focusing on giving them negative criticism all the time. Criticism at work is important but do not overdo it.Empower the employees by giving them the chance to find out their potentials by assigning them a position that expects them to deliver hence making them have a responsibility.

In all ways that the company will choose to engage their employees they should be consistent in doing so that they engagement can last, keep them interested in the job so that employee disengagement is prevented. The more engaged they are the more commited they will be hence they will have a high morale.

Measuring the level of employee satisfaction

Asking the employees if they are satisfied could lead to dishonest answers. The Net Promoters system of has been used successfully to measure employee satisfaction. Through the NPS companies can assess each department or team leaders. NPS involves carrying out annual surveys among employees and asking for their feedback. Send emails to the employees with links of survey questions. Recent NPS suggests measuring employee satisfaction by categorizing them as promoters, passives or detractors. This is achieved by asking questions that seek to establish whether they can recommend the company to other people.

Employees in company advocacy

Engaging your employees through various channels such as social media and email can give them a chance to feel connected to their job and consequently the company. It will boost their pride in their job if they can be used as ambassadors of the company’s business.

Employees have a high chance of improving awareness of your brand though social media or email. The company can make it easier for employees to be advocates of the company via the use of email to empower them to get involved. For instance creating emails that employees can simply forward to their social circles and rewarding them for doing so.

In sum, employee engagement requires that the leaders connect with the employees, give them a career and communicate clearly.

How AI is transforming the customer experience

How AI is transforming the customer experience

Introduction

Technology is transforming customer experience. Artificial intelligence (AI) is one technology that is contributing greatly to the transformation. AI has changed the way many companies interact with their customers. This is considered important considering that customer experience is a crucial aspect in today’s hyper-competitive business environment. Customers do not need to watch adverts to learn about a company’s products or services. All the information is available in the internet. Besides, AI has been used to make only the right information available. AI is transforming customer experience through the following ways.

1. Bots

Chatbots are solving customer problems in the internet. Although we cannot replace a human being with an Al bot, we have reached an age where customer problems can be solved through chatbots. Standard customer enquiries that could have wasted customer’s money and time trying to get answers are easily answered through the bots. It is real-time making it easy for customers to make decisions quickly. Some companies have advanced their technology to have chatbots make recommendations for customers.

2. Search engine optimization

Experts have the view that AI optimizes the process whichever it is. Although many understand that search results are processed by a computer through a browser, they do not understand the inner workings. Many of the google results we get are processed by RankBrain, a machine-learning AI system. When customers are searching for information, they are able to get more than they expected because of the system. The information they get cannot be got from marketing or other ways of advertising. Therefore, RankBrain is a good example of how AI is changing customer experiences.

3. The key issue in AI is learning

In the ordinary sales process, customer interaction is considered as an integral part. In this, the customer learns about a company and the services or products they offer. It is usually a learning process that may go through different steps. In AI, it is the same case only that technology offers the interaction process. Information is availed to customers so that they can learn. The information tends to make learning quick because it is based on what is known about the customers. Therefore, the customers learn what they exactly need unlike in ordinary sales processes where customers may be pumped with a lot of unnecessary information.

4. AI fits when you have lots of options

AI offers personalized recommendations. It crunches data and applies a personal touch when interacting with humans. It is able to use data from different sources and accounts to do predicative analytics. Through this, AI makes accurate estimates on customer behavior. Therefore, when you are trying to analyze different options you have, AI will give you recommendations that are evidence-based.

5. The more data, the better

The best part of AI is that it offers a lot of data. It provides data that was once ignored or thrown away. In television or radio adverts, the information provided to customer is little because of time available and the costs that would come with long advertisements. In many cases, customers are left with knowledge gaps when they get data from advertisements. On the contrary, AI offers them with a lot of data making it easy for them to learn and satisfy their knowledge needs about a given service or product.

6. The focus of AI is the user

AI is primarily meant to offer customers with broad information. It improves user experiences and interfaces. Since the primary focus is the user, developers are using the technology to take the experience to a higher level. They are exploring new ways of communicating with customers for instance through text, voice, and graphics. The aim is to make it more holistic.

AI is truly focused on the user as it makes data ‘interactive’ as opposed to the archaic ways where data was ‘read-only’.

7. AI simplifies systems

Consumer apps such as Facebook, Twitter, and eBay are focusing on customer experience. Companies are opening Facebook pages and Twitter accounts to interact with their customers. This simplifies things because the apps that customers use to get information are self-explanatory. Customers will not need any user guide when using the apps. It is further simpler because customers do not have to open an app in order to get information. For instance, they will not to open Facebook and start searching pages for a given company. When they search through their browsers they will be directed to the Facebook page if it has any important information to offer.

The more information you feed your browser with when doing research, the more targeted information you are likely to get. This makes things simpler because you can ask the exact question and get the exact answer without getting other information that may waste your time as you scroll through to get answers.

8. AI knows what really matters to you

AI knows what really matter to you because companies are using the intelligence to gather information. The companies are able to understand what their customers want. Therefore, when they are making their investment in AI-powered business intelligence tools, they will narrow the content to what really matters to their customer.

Conclusion

AI is working perfectly for both customers and businesses. The transformation is making customers get quick and reliable information. It is changing their decision making process. Companies need to learn from this, so that they can make the experiences better.

AI is evolving rapidly. There are new developments that are meant to increase customer experience. Companies need to keep their AI-powered tools updated with the latest developments. Besides, they need to ensure that their primary focus is the customer. This will ensure that the transformed customer experience acts in their favor and increases their competitiveness in the market.

5 Things You Can Do Today To Convert More Customers Into Promoters

5 Things You Can Do Today To Convert More Customers Into Promoters

Word-of-mouth is an effective business promotion tool. It is affordable in that its cost is at zero. Referrals and recommendations from friends and/or relatives play an important role in the purchasing decision of a potential customer. Since they are more persuaded by experiences of the existing consumers than your promotional messages.

Today’s customers are keen and guarded when it comes to making purchases; that means, they are not willing buyers. However, a modern business that aims at achieving a competitive advantage over its competitors through converting more of its customers into promoters can do so by using their alert approach to make them happy to promote your brand by:

  • Sending a short email asking if there is anything you can do

The relationship between a business and its customers does not end when a sale is made. In fact, the sale is the beginning. Keeping interactions after the sale make the customers feel valued. Sending an unexpected short and personalized email that is not promotional can save you on costs while still making the customers feel valued. Customers that feel valued are more likely to share their experiences.

  • Share their blog posts

Over the recent past, the world of consumerism has experienced considerable changes. Now more than ever consumers are seeking and even expecting personalized experiences from their brands. If you are subscribed to your consumer’s newsletter, you will be notified when they have a new blog post. Therefore, make an effort to comment and/or share. When you use a story they have shared and either share something their company does on your social media pages, it creates a sense of interaction. This in return builds a sense of loyalty that unconsciously turns them into brand promoters.

  • Respond quickly to their needs

Businesses exist to meet the needs of their customers. Unfortunately, many businesses tend to overlook this. Customer’s needs could be for a product or a service. Direct your efforts into aerating the value your customers acquire from your products by quickly responding to their needs which could be in terms of processing an order and delivering it, or addressing a concern, and especially at odd times. This tells the customers that the company is dedicated to meeting their needs. Thus making the customers happy, and in return they come back for more, and bring their friends with them.

  • Respond more quickly to emails

Modern day businesses can benefit greatly from an email list. Email list is a great promotion avenue of the exiting products or goods as well as keeping in touch with customers. However, you should not only strive at owning one but also strive at responding to emails and more so where the customer initiates the communication.

Address customers by name, this creates a personal link and increases the likelihood they will pay more attention to what you are offering to them. In addition, strike friendly conversations and where possible avoid sending the same email to a group of your customers.

  • Be honest to your clients

Like any other relationship the business-customer relationship can break or blossom in the presence or absence of honesty. Customer want to know the very truth about the products or services they are consuming. Honesty builds brand trust, which in return builds loyalty.

Conclusion

Existing customers play a huge role in determining the future customers. Their advocacy promotes or destroys brand. The business however, still has the power to use its customer’s knowledge and caution to make them work for its good. Sending short and personalized emails to customers when they least expect them for instance makes the customers feel valued. When you share or comment on their blog post, it creates a sense of interaction. In the same manner, when their needs are responded to quickly, they interpret that as the company’s commitment to maximizing the value they derive from the products or services. The importance of responding to emails in a manner that creates personal link cannot be overstated when converting customers to promoters.

NPS, CSAT and CES: Most Important Metrics to CX

NPS, CSAT and CES: Most Important Metrics to CX

CX, the common abbreviation for customer experience, refers to the impact of each touch point in the customer journey. As a CX manager, therefore, you need to determine what entails a positive customer experience before implementing changes that will have the greatest impact.

You should also use results to ensure each customer interaction is highly optimized.

The rise of social media and new technology means that there are new ways to interact with customers. However, CX is more than just about customer experience. It revolves around how each touch point fits into the end-to-end journey they have with your company.

cx_metrics

Measuring CX: What Metrics Should You Use?

To measure CX, you need a layered approach that included gathering data at every point of contact and interviewing your target clients. You should also track such metrics as the Customer Effort Score (CES), Customer Satisfaction (CSAT), and the Net Promoter Score (NPS).

Read on to learn how:

Net Promoter Score (NPS)

This metric is built from word of mouth. It focuses on whether a customer would recommend your products/services to a colleague or friend. If they would, it shows that they had a positive experience with your company.

You can determine NPS by asking customers how likely it is that they would recommend your service, product, or brand to another person. The answer will get you results ranging from – 100 to + 100. These responses can be categorized in the following way:

Promoters (9 to 10)

These are loyal enthusiasts who buy and keep on referring you to others, furthering your growth.

Passives (7 to 8)

These customers are satisfied with your offering but they are not enthusiastic. As such, they are vulnerable to offers from your competition.

Detractors (0 to 6)

This category includes unhappy clients who can damage your image and brand through negative word of mouth.

To determine your NPS, subtract the detractor percentage from the promoter percentage.

Customer Satisfaction (CSAT)

This measurement reviews how well your service/product experience meets the expectations of customers. To determine the overall satisfaction levels, you need to perform a customer satisfaction survey.

Ask customers how satisfied they were with the product/service, and to rate their overall experience on a scale of 1 to 5 with 1 denoting Very Satisfied and 5 equaling Very Dissatisfied.

The Customer Satisfaction will then be expressed in percentage form ranging from 1% to 100%.

Customer Effort Score (CES)

Last but not least, you can determine CX by calculating the CES, which focuses on a specific feature or attribute of your service/product. To measure CES, ask customers to what extent they agree with the statement that your company has made it easy for them to handle their issue. The answer should have a rating scale of 1 to 5 with 1 referring to their strong agreement and 5 denoting their strong disagreement with the statement.

Conclusion

Although there are other metrics to measure customer experience, these 3 are the most important. Use them to find out how satisfied your customers are, and whether they would recommend you to their colleagues, friends, and family members.

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