Engaging and learning from our employees

Engaging and learning from our employees

Our guest panelists:

  • Andy Incles, Head of Store Resourcing and Scheduling, Marks and Spencers
  • Jonathan Cann, Global HEad of CRM, Namecheap

You’ve probably heard of unconscious bias by now. So how might it be affecting your ability to listen to your customers, and your employees?

We now have more data than ever. But the problem is that we can always find the data we need to justify our own views.

If you are hearing lots of things that you agree with, there’s a real danger that you’re in an echo chamber. The challenge – and the solution – is to find ways to change what you’re hearing, and how you’re listening to it.

Talk to some people outside your normal sphere of influence. Look at a different dataset. Actively read the negative comments in your survey. Then, and most importantly, take time to listen to what these genuine opinions are telling you.  

Among the questions we discuss in this episode are:

  • How do we choose who (and what) to listen to? And not just hear what we want to hear?
  • How can we get a balanced view of employee experience when you have a large and diverse workforce?
  • How might you use technology to bring you views from outside your echo chamber?

Don’t forget: you can get your questions answered by our ExperienceCast panel. Just send us your question, and we’ll feature it in one of our forthcoming episodes.

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What is the relationship between customer and employee insight?

What is the relationship between customer and employee insight?

A lot of people we talk with are doing great things with customer insight. They’re collecting rich data from multiple sources, and using sophisticated analytics to make informed decisions.

But a lot fewer are doing great things with employee insight.

This is a wasted opportunity. Data from employees not only enables us to learn more about how to improve their experience, it can also show us a great deal about how to improve our customers’ experience.

In this week’s ExperienceCast, we explored the question of how to get more out of the relationship between customer and employee insight. Several key points came out of the discussion, including:

  • There’s a big difference between gathering insight and actually listening to what your customers and employees are saying. You have to want to listen.
  • Employee experience data can greatly enhance understanding of customer experience, but many organisations are not yet making effective use of this data.
  • Customer and employee insight is problem pointing to the same issues, but just from a different viewpoint.
  • The one thing worse than not gathering insight is to gather insight and not do anything with it, especially in the area of employee experience.

Are you making great use of employee insight? And how are you connecting your employee insight data with your customer insight?

We’d love to hear more about what you’re doing, so why not leave us a comment below?

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Photo by M. B. M. on Unsplash
Too much insight can be a bad thing

Too much insight can be a bad thing

There seems to be plenty of evidence that too much insight, especially when represented as data, frequently drives emotionally inept behaviour. For example, the data shows that customers like to be greeted with a smile, the outcome is a customer facing notice that states as a minimum we will greet you with a smile.

Insight is good when it contributes to strategically focused decisions and fine tunes tactical delivery but most importantly when it promotes and rewards behaviours.

Achieving the right balance between tangible evidence and emotional intelligence has always been, and will continue to be, a major challenge.

Striving to quantify customer emotional output can distract us from accepting the effect of our input. We have all witnessed organisations debating the difference between very and not very satisfied, completely missing the point that they have delivered, and continue to deliver a bad experience.

This also supports measuring ease of use as it breaks down the cumulative effect that is otherwise recorded as a one off emotional outburst.