Intelligent Issue 23 | Page 27



Employee engagement in a remote-first world has become a priority for many HR leaders . But gathering and digesting employee feedback is essential for taking the next step and turning it into meaningful action .
In the current climate , with The Great Resignation rolling on , organisations cannot afford to deter talent or lose employees . A survey from McKinsey showed that during the pandemic , 24 % of SMEs were concerned about retaining their employees , and according to a survey by Vistage , 62 % of UK SMEs said that their current hiring challenges mean they cannot operate their business at full capacity .
The Great Resignation has taught HR professionals one important lesson : the employee is in control . Even amid economic uncertainty , HR leaders must keep the employee experience top of mind , as employee feedback across channels can directly impact a brand . Employees are not afraid to speak up about their experiences , with social media and forums like Glassdoor and Indeed making it easier than ever .
Rather than avoiding all feedback , or only focusing on the positive comments in employee satisfaction surveys , HR leaders and their teams must take the time to analyse and understand all of it – the good , the bad and the ugly . Using that feedback can be used to celebrate and encourage the culture you are starving for .
The employee experience
Protecting a business ’ reputation doesn ’ t just rely on good customer feedback , it also means being attentive to the employee experience .
Transparency within the workplace is essential to retaining talent . Fostering a culture of trust drives a positive atmosphere , which in turn motivates a team and contributes to more successful business outcomes . are complex , so too is unlocking the business insight from data that comes from customer interaction . These channels can be private to the business , such as Net Promoter Score ( NPS ) review surveys and chatbots , or through public touchpoints , like social media and review sites .
From listening to acting
It is critical that businesses employ the right tools to ensure they can properly capitalise on employee and customer feedback . For any successful business , ensuring you remain aware of the perceptions and ideals of your customers and employees is a full-time job . Because it is not just about listening to what they ’ re saying , but also reacting to what you ’ re hearing . The key for small business is not to over complicate it , particularly where they may not have the sample size to delve into the insights . Focusing on the basics , listening to feedback and taking real time action are the drivers for success .
For local businesses like bars and pubs , dips in positive reviews caused by poor customer service or increased wait times could make all the difference when trying to maintain a loyal customer base . Similarly , noticing emerging trends , like attention to corporate social responsibility practices , can help businesses direct their communications .
Consumer values are continuously evolving . It is only through careful monitoring of feedback from customer experience programs that businesses can properly align with their customers ’ values and expectations . �
Chris Sparling , CX Strategy Director at Reputation
Mirroring customer experience by creating closed loop feedback is one way to start that mindset shift while reviewing sentiment data and using it to enhance employee engagement surveys could be another .
At Reputation , we believe data derived from feedback is a business ’ most important form of currency . Just as customer expectations
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