Welcome to the Questback blog! Here's where we share useful information on customer experience, employee engagement and market research. Follow our blog to gain deeper insight into the benefits of integrated feedback management and great tips how to improve your surveys.

Continuous Employee Feedback Is Essential To Understanding The Employee Journey

Continuous Employee Feedback Is Essential to Understanding the Employee Journey

CAT: Employee Engagement  

Most companies know it’s vital to understand the customer journey, and many of them invest a lot of resources in gathering customer feedback to improve that experience. Like customers, your employees also undergo a journey, from when they join your organization all the way through to when they leave. Their needs and feedback will be different across this lifecycle. As employees are a vital part of a successful business, it is likewise vital that companies focus on listening to their feedback at specific stages of the journey in order to understand how they experience the journey. Annual employee surveys simply won’t capture this feedback quickly enough or in sufficient granular detail. It is time for companies to adopt new ways of listening. 

Digital Leadership Future Management–4 Skills Todays Managers Need To Learn Now 1

Digital Leadership: Future Management – 4 Skills Today’s Managers Need to Learn Now

CAT: Employee Engagement  

A recent trip around the biggest tech companies and think tanks in Silicon Valley as part of the LeadershipGarage program highlights one thing very clearly - our current understanding of management has to change. In order to remain innovative and benefit from the opportunities digitalization brings, how we work and manage must be transformed into digital leadership. 

Digital Customer Experience: Is that all there is?

Digital Customer Experience: Is that all there is?

CAT: Customer Engagement  

Digital transformation is ubiquitous across industries. Success is measured by cookies, sessions, clicks, conversion rates and dozens more quantitative metrics. However, do organizations know their customers? Do they understand the intent behind the click? 

Overcoming The Millennial Employee Feedback Challenge

Overcome the Millennial Challenge: How to Adapt Employee Feedback to a New Generation

CAT: Employee Engagement  

As of 2015, the millennial demographic is the largest group in the U.S. workforce (Bureau of Labor Statistics). With a continually growing millennial workforce, the millennial generation will account for 43 percent of employees by 2020, moving into increasingly senior and business-critical roles. Having grown up in a transitory time in tandem with the proliferation of digital technology, millennial employees have the experience, skills and attitude to potentially make them the most productive generation in history. And as millennial customers come to dominate many markets, their insight as employees is vital to shaping your products and services. 

Achieve Excellence In Recruiting Developing And Retaining Human Capital

Achieve Excellence in Recruiting, Developing and Retaining Human Capital

CAT: Employee Engagement  

One of the fundamental keys to building a successful business is about how you recruit, develop and retain your human capital. What is human capital? Essentially, human capital is the skills, knowledge and experience of your staff based on the value they bring to your business. Innovation, customer relationships and operational excellence all rely on your human capital, making it central to success.

Implementing Continuous Innovation Through Continuous Feedback

Implementing Continuous Innovation Through Continuous Feedback

CAT: Data & Evaluation  

Trying to capture wisdom and insight is not a new concept. From customer experience (existing in an ever-growing and overcrowded marketplace) to employee engagement (struggling within siloed and irrelevant business contexts), businesses have long attempted to capture, leverage and generate value from the insight of employees and customers. As soft data and the Internet of People continue to evolve, it is more apparent than ever that previous concepts around employee engagement and the customer experience need to be reimagined. It is this continual redefining process that generates continuous innovation and progress. Transformation is the new constant in business.

How To Integrate Employee Engagement Into Day To Day Business Operations Qyestback Blog

How to Integrate Employee Engagement into Day-to-Day Business Operations

CAT: Employee Engagement  

At Argyle’s 2017 Human Capital Forum in San Francisco (#ArgyleHR), Questback’s President Carol Lee Andersen discussed how employee engagement is transforming from annual surveys into an integrated measure of business operations, offering human resource leaders a new opportunity to secure the delivery of critical outcomes in close collaboration with business leaders. This transformation is technically enabled by four distinct methods to measuring engagement – the ‘scheduled’ approach, the ‘process-based’ approach, the ‘on-demand’ approach, and the ‘always-on’ approach. Together, these four approaches to measuring engagement create a hardwired feedback backbone in businesses – an integrated stream of continuous feedback that provides first-hand insight into operations.

Four Ways To Make Gamification Central To Customer Feedback

Four Ways to Make Gamification Central to Customer Feedback

CAT: Customer Engagement  

Since the idea of gamification first reached the business world, many organizations have tried to use its power to improve how they engage with consumers when collecting customer feedback. Yet, despite the major benefits the concept promises, such as deeper engagement and higher response rates, many gamified customer feedback programs are simply failing to provide significant results. Why is this and how can it be overcome?

How To Become A Customer Experience Management Hero

How to Become a Customer Experience Management Hero

CAT: Customer Engagement  

Companies that rely on data-driven decisions to support customer interactions are seeing clear benefits. A Forbes Insight survey of 350 executives revealed that decision-making speed accelerates by 62 percent through a data-driven customer experience management (CEM) system. In a hyper-competitive market, there are clear benefits to knowing and building strong relationships with your customers. 

Proper Whistleblowing Mechanisms Are A Requirement Just Ask Uber

Proper Whistleblowing Mechanisms are a Requirement. Just Ask Uber.

CAT: Employee Engagement  

Uber is not a stranger to the headlines – positive and negative. Illegal car hires in Hong Kong, union bid blocking in Seattle, the search for a second executive, and internal discrimination and harassment allegations, Uber appears to be struggling with employee and customer challenges – perhaps unsurprisingly given its rapid, global growth. While customer experience receives most of the attention, employee engagement and customer experience are two sides of the same coin. It comes down to how a business engages with and manages its relationships with people, leveraging their insight to deliver better experiences on both sides. And, in doing so, improve the method in which they operate their business.

Questback Blog Why Employee Engagement Is Fundamentally Changing

Why Employee Engagement is Fundamentally Changing

CAT: Employee Engagement  

The increasingly complex problem sets and the dependency of solutions on relationships between people have given rise to a new era of business technologythe Internet of People. This impacts employee engagement too. Employee engagement has traditionally been operationalized as annual employee surveys with rigid follow-up cycles that both managers and employees find frustrating and see very little value in. The Internet of People, built around soft data, will change this. Employee engagement is transforming into an integrated measure of how businesses operate, offering human resources leaders a refreshingly new opportunity to secure the delivery of critical outcomes in close collaboration with business leaders.

Is Employee Insight Less Valuable Than Customer Insight

Is Employee Insight Less Valuable than Customer Insight?

CAT: Employee Engagement  

Customers and employees are vital to your organization’s ongoing success. Most firms recognize the importance of delivering a superior customer experience, attaching a high value on understanding and improving that experience across a growing number of touchpoints. Yet many seem to neglect employee insight. Employee insight, by contrast, seems undervalued and poorly appreciated. Many organizations are still stuck in an annual cycle of employee engagement surveys and performance reviews that don’t link with wider business objectives or provide timely, actionable employee insight. 

It’s fair to say that most companies know way more about their customers than their employees - despite the vital importance employee engagement holds for business success. What best practice learnings can HR take away from the customer experience world to enhance employee insight strategy? 

The 7 Stages Of The Employee Lifecycle

The 7 Stages of the Employee Lifecycle and Why They Matter

CAT: Employee Engagement  

The case for the customer journey has never been stronger. Matched with innovative technologies, analytics, and clear ROIs, companywide focus and investment have been extensive. Once disjoined departments are now aligned; bridges span traditional silos; and cohesive CX programs have been implemented to ensure a seamless customer journey that meets and exceeds the customer’s needs. But, in our focus on the customer journey, have we missed a crucial element? Have we missed the forest for the trees?

The Lead Developer Conf Ny

Leading The Lead Developer to Success when Creating Enterprise Technology Solutions

CAT: Employee Engagement  

It is a known truth that the success of any project, technical or otherwise, lies in its implementation. The translation from idea into reality is a crucial phase; one that holds the power to derail a plan entirely or ensure a great success. For enterprise technology solutions, the delivery and implementation phase is not only central to achieving your goals, but also has a ripple effect, impacting employees, customers and often, the bottom-line. 

What is the key to a successful implementation phase? Do enterprise technology solutions require a different approach? Behind any piece of technology, especially great enterprise technology solutions, is a team. A team of technical programmers, developers and consultants that translate ideas into reality in very tangible terms. These people, who in many ways are shaping the way technology could impact our lives, matter; their insights and technology feedback matter. 

The Winning Triangle Benefits Of Connecting Customer And Employee Feedback Systems With Business Metrics

The Winning Triangle: Benefits of Connecting Customer and Employee Feedback Systems with Business Metrics

CAT: Data & Evaluation  

Today, organizations recognize that effective feedback systems are central to their success. Whether it is collecting feedback from customers or employees, it can be used to drive improvements and change across the business. However, feedback systems can be even more powerful if they are integrated. By bringing together employee and customer feedback systems with KPIs such as turnover, margin and profit organizations are able to see the direct financial benefits of insight to their bottom line.

How To Evolve Your Employee Feedback From Tactical To Strategic

How to Evolve Your Employee Feedback From Tactical to Strategic

CAT: Employee Engagement  

How to become independent in your employee feedback

The benefits of collecting and acting on employee feedback are widely recognized: more engaged employees, who are more productive, less likely to leave and more motivated to deliver a high level of service to customers. Employees who are highly engaged are more likely to think of new, better, and more efficient ways of doing their jobs, even identifying opportunities for new products and service offerings. And these insights and intelligence generated by employee feedback can support more informed business decisions

5 Worst Customer Survey Questions

5 Worst Customer Survey Questions

CAT: Surveys  

You send out customer surveys to get valuable feedback and insights.

You know the purpose of each survey, and keep the questions focused on that purpose.

You keep the surveys short out of respect for your customers’ time.

And you send those surveys out at all the right touchpoints to ensure your customer’s memory of their experience is as fresh as possible.

If you’re still not getting the results you’re after, you may be making one of these survey question mistakes.

What Your Customers Really Want You To Know

What Your Customers Really Want You to Know

CAT: Customer Engagement  

The larger your company gets, the easier it is to become disconnected with the reason you are in business at all – that is, your customers.

As your company grows, you need to go beyond simply implementing systems to improve customer service, customer experience, and customer loyalty – you also need to focus on listening to your customers.

In fact, your customers have a few things they’d like to say to you right now…

3 Simple Steps to Listen to the Voice of Business for Busy Managers

CAT: Data & Evaluation  

As a manager, you have a million things on your plate every day.

Chasing down Voice of the Business (VOB) insights – such as financial data, Key Performance Indicators (KPIs), IT assets, and facilities – is simply something you may not have time for.

Let’s face it: Knowing who even has that data is a skill-set in itself!

VOB data is critically important. Without it, it’s impossible to see the whole picture of how the business is really working. 

Creating A Modern Approach To Customer Experience Management

Creating a Modern Approach to Customer Experience Management

CAT: Customer Engagement  

Customer experience is the benchmark of business success today — above customer service, and above the value of the product. You read about this in expert articles. You hear about it through business reports and market research commentaries. But what is customer experience? This article in the Harvard Business Review sums it up nicely. Customer experience is your customer’s end-to-end journey with your company.

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