Why Addressing the “Silent Complaints” through an Online Collaborative Platform is the Most Effective Method

Forbes recently investigated an extremely common issue for businesses: the sleeping challenge for user experience departments known as “silent complaints.” This type of negative feedback offers extremely constructive insight but is often never brought to the attention of the business itself. Why? Most customers simply choose to take their business elsewhere when they encounter an undesirable business experience rather than actually alerting the business to the mistake.

This leaves companies in the dark and unaware of revenue draining problems and causes customers to leave, and likely a large portion of these problems can be very quickly fixed. Being able to tap into this type of feedback is extremely valuable because it enables a business to understand how to improve the user experience of a product and prevent the unnecessary loss of sales.

INQIRI provides an anonymous platform for user feedback so that businesses can gain insights for improvements and later innovate based on how customers are using products. After eliciting the feedback from consumers, businesses can then evaluate the new ideas early and often, enabling them to get the right ideas to market faster. The feedback process of INQIRI also helps to make customers feel important and valued, letting companies build stronger relationships with their markets and create brand loyalty.

With INQIRI, no longer is it only the squeaky wheel that gets the grease.

Does your company have a nagging area of complaints that could use some customer insight? Please comment below.

Source

“Brands Can Drive Growth And Retention By Addressing Silent Complaints.”Forbes. Forbes Magazine, n.d. Web.

http://www.forbes.com/sites/adrianswinscoe/2014/10/12/brands-can-drive-growth-and-retention-by-find-and-addressing-silent-complaints/

Collaboration Within the Virtual Workplace

In today’s workplace, employees are clocking in from home or even from other countries. Technology has enabled employees to commute virtually to work. This offers tremendous opportunities for organizations, allowing them to scale without expanding offices, while also allowing them to pool talent from virtually anywhere on the globe. However, this trend poses challenges to executives trying to cultivate a positive company culture.

According to Richard Hackman and his team of Harvard psychologists, the single strongest predictor of group effectiveness was the amount of help that employees gave each other, or in other words, collaboration (Grant). This defied the popular belief that the critical factors to effective teams were having stable team membership, or having well-defined roles and responsibilities. Evidence from studies led by Indiana University’s Phillip Podsakoff demonstrates that the frequency with which employees collaborate and help one another predicts sales revenues in pharmaceutical units and retail stores; profits, costs, and customer service in banks; creativity in consulting and engineering firms; productivity in paper mills; and revenues, operating efficiency, customer satisfaction, and performance quality in restaurants (Grant).

The research conducted by Podaskoff revealed some key benefits that collaboration among employees facilitates. The benefits include: enabling employees to solve problems and get work done faster, enchanting team cohesion, reducing variability in performance when some members are overloaded or distracted, and establishing an environment in which customers and suppliers feel that their needs are the organizations top priority.

Executives recognize the importance of cultivating a corporate culture that promotes collaboration to improve organizational efficiency, but with many employees now scattered across multiple states or constantly working on the road, they are facing challenges to implement an effective collaboration program.

Certain software and online tools are answering this question. YouEarnedIt for example, is a software platform that allows employees to reward co-workers for their achievements. The software allows employees to receive recognition points that they can redeem for prizes, such as donations to a favorite charity or executive coaching. YouEarnedIt promotes employee engagement and makes rewarding employees an easy task no matter where they are located geographically.

Although YouEarnedIt is a great service, it doesn’t tackle the challenge of effectively implementing a platform for collaboration from employees across multiple states. Inqiri provide an efficient and effective platform for employees to voice their ideas and collaborate. Inqiri empowers Management to ask questions about current organizational issues and allows employees to submit their opinion and rate their answers in an anonymous manner. The technology behind inqiri has not only developed a technology to present decision alternatives in an easy to understand, quantifiable manner, but has also leveraged the phenomenon of “collective intelligence”. Collective intelligence has the potential to produce very effective decisions and create outcomes that normally would either not be recognized, or fall subject to personal bias.

With more and more organizations with employees working from different regions, the challenge of collaboration is something that needs to be addressed. As Richard Hackman and his team found, creating a culture that supports collaboration is the single most important factor to cultivating an effective team. Inqiri provides a very effective and efficient solution to organizations that want to scale without expanding offices, but still foster a collaborative culture.

For more information on inqiri’s creative solution, visit www.inqiri.com

Sources

Grant, Adam. “Givers Take All: The Hidden Dimension of Corporate Culture.” McKinsey & Company (n.d.): n. pag. Web.

http://www.mckinsey.com/insights/organization/givers_take_all_the_hidden_dimension_of_corporate_culture

Mirshahzadeh, Darius. “3 Online Tools for Supercharging a Company’s Culture.” Entrepreneur. N.p., n.d. Web.

http://www.entrepreneur.com/article/234798

How to Improve Employee Engagement by Opening Communication Channels

Recently the Harvard Business Review posted an article about boosting employee engagement, while subsequently increasing levels of customer satisfaction. As states in the article, “companies with energized, motivated employees make an extra effort to create a superior experience for customers, who in turn reward the company with intense loyalty and contributions to its profit growth.” By giving lower-level management the task of motivating and energizing employees, businesses can help bring the communication sphere from the upper levels of management down to the employees themselves. In order to retrieve honest and accurate feedback, the channels of communication should be focused around the employees themselves and finding new, innovative ways to improve engagement.

Employee surveys have long been the favored strategy among upper-level management to acquire feedback and engage employees. The idea of conducting regular “pulse checks” is crucial to employee engagement, but online surveys make participation an inefficient process that leads to inaccurate results. Online surveys tend to collect information on what management thinks might be the problem and not what employees know is the problem. In order to tap into the latter, a collective intelligence platform is much more appropriate and effective. Employees should have the power to create and rate the best ways to encourage workplace enthusiasm instead of merely providing feedback on the shortcomings of the current processes. Collective intelligence helps the workplace as a whole to find the best solution for engaging and energizing employees.

INQIRI is the collective intelligence application that can effectively move the sphere of communication down to the employee level. Our software allows users to generate and evaluate options in real time to create a streamlined channel of communication. When employees are able to voice their opinions in an unbiased and anonymous setting, the barriers to engagement are lifted. Ultimately, INQIRI provides the tool for increasing engagement, motivation, and energy for the entire workplace.

We’d love to hear how INQIRI could be helpful in your workplace. Please comment below!

Sources

“Boost Employee Engagement (and Make Customers Happy) – Management Tip of the Day – March 28, 2014.” Harvard Business Review. N.p., n.d. Web. 9 Apr. 2014.

http://hbr.org/tip/2014/03/28/boost-employee-engagement-and-make-customers-happy

Collaboration Provides a Variety of Benefits

We have been discussing communities and collaboration, and while the benefits of communities and collaboration are similar, successful collaboration provides a specific set of advantages. The benefits of collaboration include working as a group, leveraging combined resources, accelerating innovation, and creating constructive relationships. Continue reading Collaboration Provides a Variety of Benefits

Promoting a Collaborative Environment

Collaboration in both business and personal life can be essential to achieving shared goals. Promoting a collaborative environment is an indispensable process that starts with ensuring team member awareness of various roles, responsibilities, and goals. When team members are aware of their roles and the group’s objectives, motivation for effective collaboration becomes clear. The well-informed team, prepared to collaborate, must then have access to resources. Ensuring group awareness, access to resources, and the utilization of a range of collaborative work methods can streamline and facilitate collaboration.

Continue reading Promoting a Collaborative Environment

Evaluating the Conditions for Effective Collaboration

Organizations and individuals often face the decision of “when to collaborate.” In some cases, collaboration may not be a justified or an appropriate expenditure of time and resources. However making the decision of when to collaborate can be simplified by considering a few factors, which will help inform the decision-making process.

Continue reading Evaluating the Conditions for Effective Collaboration

Defining Collaboration

Collaboration is a term that is often used, but not well understood. Definitions of collaboration invoke a number of different concepts, such as cooperation, coordination, and teamwork. As we will point out, these are not complete or equivalent descriptions of collaboration. So, what do we mean when discussing collaboration? In this post, we define collaboration as discrete, objective oriented, and an extension of human behavior. Continue reading Defining Collaboration