omniXM Insights

5 Learnings from Customer Experience in COVID-19

On occasion like these, when organizations are gone up against with numerous challenges, we are very much outfitted to share a portion of our learnings to serve both the community & society in general, while trying to adapt to the 'new normal'. Underneath are 5 learnings the world can embrace from CX professionals in vanquishing the world pandemic:

Solid Leadership
Top-down leadership is imperative to drive CX as a rule, you need to manage endeavors across various elements of the association. At the point when the endeavors are not driven from the top, the general experience is incoherent and twisted. Time isn't your companion when there is a critical situation ahead. The more you dawdle, issues multiply and turn crazy. Absence of solid leadership leaves the groups speculating for next steps.

No one size fits all
There is nobody size-fits-just for CX. Rather, it is the consolidated endeavours of all people that help tip the basin in support of yourself. There is no silver projectile, no secure CX technique, and no marvel fix to low NPS figures. It is a summation of the considerable number of advancements and improvements in the CX procedure combined with an association wide purchase that conveys positive results. Likewise, while there is no supernatural solution for COVID-19 yet, it is the consolidated endeavours everything being equal and their chiefs which will characterize the course of the infection.

Front-Line
Your front-line warriors are a gold-mine of significant data about your clients and the difficulties that lie ahead. For whatever length of time that you continue making your CX techniques from behind the seventeenth-floor glass window, your drives will undoubtedly fall flat. Get a ground reality before making a move. In any association, your cutting-edge operators are the leaders of the activity and can give progressively unheard anecdotes about the ground-reality. Neglecting to connect with them can prompt bigger problems.

Adjust Brand Messaging and Action
Client experience is an offspring of client centricity and it takes the whole association to bring up this kid. The key is to take proprietorship and not share the fault. Take possession in whatever limit you can. A purposeful reaction can help in crossing over critical process gap and settling client questions a lot quicker.

Measure and Improve
Projects that proselytize the voice of the client all through the association permit us to comprehend what is important to clients, how visit and widespread the issues are and where endeavors should be unmistakable. Estimating the clients' understanding over each touchpoint and association can assist you with recognizing basic agony regions of the client over the client venture. Just once you have estimated it, would you be able to improve the experience. Sending full-scale testing for contamination due to coronavirus and quick activity upon discovery have empowered nations to straighten the bend quicker than the nations that did not. Not testing resembles driving a vehicle with blindfolds, prompting more harm to a country's residents and thus the economy.

Act on Data
Gathering, dissecting, and relapsing huge information to validate your choices may appear to be consoling, yet regularly more than not, these outcomes are conveyed past the point of no return or may give answers for yesterday's issues. This is one of the numerous reasons why studies and statistical surveying ventures are frequently excess. Gather greatest data you can continuously and hop to the subsequent stage. Helps me to remember something my supervisor consistently cited, "Don't sit and trust that the sea will bubble. You will never observe its finish!"

author Anirban Chakravarty

Proven ways to improve employee feedback

People care about growth and development. Everyone wants to improve their performance and that of their team. Performance reviews are often not sufficient to facilitate employee growth. Active and candid feedback, like the in-game adjustments sportsman give each other, is useful when helping someone to adapt, adjust and grow.

Instead of looking at a process in which a manager rates his or her employee, let’s change the conversation, where the manager coaches the employee by sharing expertise, giving actionable insights and debriefing on situations. This promotes constant learning that help companies and teams adapt more quickly to changing business needs.

When I think of feedback, my mind naturally begins to sway, thinking of the performance reviews, the inefficiency of it and the lack of improvement that comes from it.

“Then, I look at sport teams for comparison”.

For instance, after each ball in Cricket, the Bowler nestle closely with his teammates to discuss the next ploy. He receives the ploy and important input from his teammates and then set up for the play. Bingo the input works if not immediately but gradually. What it says is simple: The teammates don’t want to send a well-crafted email or, worse, wait 6 to 12 months to tell someone what didn’t work with the last over left in the game. That’d be pointless.

So, why do we wait 12 months before giving feedback to our team?

When you have feedback to give a team member, whether it’s positive or negative, give it instantly, and make sure it’s actionable. Don’t wait weeks or months for a review; share the feedback as an opportunity for development or understanding rather than taking it as a routine to be followed.

I am sure you must be scratching your head thinking where to start! It is easy let me help you out: Share when it’s good and bad – you’re giving them a gift. If they don’t hear the feedback, how can they grow, make a change or know to continue doing the action you’re applauding?

Give feedback instantly and be specific so that the person can learn from the experience and grow. Over time, this type of feedback becomes infectious; the more you do it, the more others will adopt your model of open, honest, and instant feedback. The result is the creation of a learning culture where people give and receive feedback in the moment, when they need it to support their growth and the company’s success.

So, what are you waiting for? It’s time to assess and identify the gaps. These tips are sure-fire ways to improve employee-employer relationships, reduce attrition and increase employee loyalty. Try it out!

Surveys are important to gather data, but Action is important to address the problems! Want to know more? Check out omniXM for Employee Experience.

author Anirban Chakravarty

Tips to Manage Workplace Disruptions During COVID-19

With the spread of COVID-19, we have discovered a new way of working and living. While work from home and halted functions are stressing everyone, we don’t really have a choice. Naturally, there are multiple questions that HR teams are currently struggling with. To help you overcome this situation and continue the workflows and functioning of the office, we have prepared a to do list. As employees across the globe sit in front of their laptops at home to work during work hours, HR managers play an important role in shaping this workplace setting. Here is how you can fight this pandemic and reduce the impact on your business.

1. Prioritize Health
The topmost priority of every employer is to protect its employees from the potential harm, hence, the work from home situation. But there are jobs that can’t be accomplished while at home. These employees need to visit the office to keep functioning and to keep business productivity.

So, what can employers do? Let us consider a situation

David is an employee at a leading bank. The bank has asked it employees to report to work, since the bank can’t be closed during the lockdown due to the needs of the common public.

On any given day, only 50% of the employees visit the office. They have seating arrangement which is not in contact with any other person. Further, they have the proper equipment such as masks and gloves to protect themselves. While such drastic measures are not necessarily needed for every employer, arranging things like these can help employees. For every employer, keeping employees safe is the first step towards managing this disruption.

2. Virtual Culture
Working at home is not the right route for everyone. It may sound exciting for two days or maybe a week. But, after that, the employee can fall in engagement pits. This means they can feel a lack of communication, collaboration, and miss the workplace setting. This can enable them to procrastinate, hence, it reduces their own productivity. As a result, it reduces the productivity of the workplace.

To help the employees get through this pandemic without falling in the pit, the HR team can arrange small activities. For instance, a virtual happy hour wherein every employee gets on a call during their tea break to feel connected. The HR team can also arrange virtual gaming sessions to help the employees stay motivated and focused.

3. Hygiene
One of the things that the employer& employees needs to ensure now is to keep the workplace clean. How can you achieve it? Regularly sanitize the work desks, doorknobs, floors, conference tables, remotes, keyboards, and other such equipment which is utilized daily. Further, it would be great to have sanitizer bottles and tissue boxes on every table to help employees stay away from the threat.

Precautions to Take After the Pandemic
The HR team’s work does not end once the pandemic 2020 ends. The work continues because it is necessary to stay future-ready. So, what can you do?

Research and understand what preventive measures were taken during this pandemic. For instance, it might be time for permanent work from home policy, which can prove beneficial in the future.

Practice how you can respond to an emergency like this in the future in a better way. For example, how can you provide the necessary software to the team remotely and how can you manage remote teams.

Lastly, always ensure the safety and health of your employees under any circumstances. If you fail to achieve it, you may earn yourself a bad name in the employment market.

So, what are you waiting for? It’s time to assess and identify the gaps. These tips are sure-fire ways to improve employee-employer relationships, reduce attrition and increase employee loyalty. Try it out!

Surveys are important to gather data, but necessary actions are equally important to address the problems! Want to know more? Check out omniXM for Employee Experience.

author Anirban Chakravarty