Best-in-class retailers rely on customer feedback strategies to determine effectiveness of store associates and customer service representatives, among other issues. But standard email- and web-based surveys, as well as other feedback strategies, often are time consuming for shoppers to complete and retailers to collect and analyze.
Web-based solutions from companies such as Hively, however, offer retailers and their employees an easier, more seamless way to collect and analyze customer sentiment and satisfaction across channels. The platform is designed to deliver instant customer feedback in a fun, engaging and more productive way.
Rather than requesting shoppers to complete long, daunting surveys, Hively asks only one question ― “How did I do?” ― reportedly making it easier, and therefore more likely, for customers to provide feedback.
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In addition, team members are assigned personal rating toolbars, which they insert into email signatures, CRM platforms and/or company web sites. Every time an employee interaction takes place via email, web site or through other means, the shopper uses the rating toolbar to share feedback on specific employee performance as well as the overall shopping experience. As a result, retailers can better understand customer sentiment, pinpoint employee knowledge, and make any necessary improvements.
In August 2012, Hively released its newest feature, Kudos, developed to acknowledge employees immediately when they receive positive feedback about their excellent customer service. Retailers further encourage employees to improve performance by offering rewards such as gift cards to customer-facing team members delivering the best service. Managers and executives also can pinpoint their best employees, and overall customer engagement and satisfaction rates, and spotlight them on a leader board.
“Immediately recognizing and rewarding outstanding customer service can provide retailers with a great competitive edge,” explained Jason Lander, CEO and Co-Founder of Hively. “Additionally, merchants can boost their bottom lines by improving company morale and in turn, reduce employee turnover.”
