Communication and Execution are foundational to CX delivery
Innovation. As marketers, it’s our playground to change the way we think and do business. It’s everywhere you look and never before have we experienced such phenomenal speed and scale of innovation. So what are the next big things, what are the next game changers entering the playground?
In our series “Breaking Through”, we take a closer look at innovations on the verge of transforming customer experience.
Delivering a great Customer Experience requires that front-line teams be consistent in their delivery as well as accurate with their communication. Many would call this flawless execution. And in order to deliver flawless execution, you need great communication.
There are many tenets to “great” communication:
- The manager is the messenger
- Get to the mic first
- Take time to explore
- Tell the whole story and follow-up with milestones
- Experiential learners need time to process and practice
So, how do you measure the success of your communication – the actual outcome? In many environments, it is a defect that will identify the gap between communication and execution. What if we could move from reactive to the proactive identification of gaps? This would be a game-changer for any company’s Customer Experience delivery.
And that’s the problem that Toronto-based Nudge Rewards (nudgerewards.com) has solved.
Utilizing an employee’s smartphone as a direct communication channel, Nudge has built a technology that allows companies to deliver information directly and conveniently to an employee in a measureable way. Companies are able to evaluate employee knowledge in real-time around any piece of critical information, from product launches, to in-market promotions. Then, through predictive analytics, are able to anticipate which teams are likely to be successful around a specific KPI, and which need support. Essentially, Nudge Rewards is your channel to reach the frontline and your radar system to anticipate performance across the business.
Now, imagine what you could achieve if you had the confidence that the team was capable of flawless execution and focused on the right priorities on any given day.
Enter Compass Group Canada. Recognized as the nation’s leading foodservice and support services company, operating over 3,000 retail stores, including Tim Hortons, Starbucks, Pizza Pizza and Subway. Compass Group is faced with the daily challenge of effectively communicating with thousands of employees across the country to empower the team to drive an exceptional customer experience.
Recognizing the ongoing challenge of communicating with a diverse workforce, Compass Group has deployed Nudge Rewards across a segment of the business as a tool to effectively communicate with the team. More importantly, Compass Group can now harness analytics through Nudge Rewards to evaluate communication effectiveness and the impact on real-time performance.
“We crossed paths with Nudge Rewards at our inaugural consumer experience innovation event, CXI (http://www.cxinnovation.ca) and we’re excited to have the opportunity to utilize the platform and evaluate the impact on our business. Nudge, has demonstrated great potential to help us communicate across the organization leveraging the power of digital,” said Humza Teherany, CEO of Compass Digital Labs, the technology arm of Compass Group Canada (http://www.compassdigital.io).
Nudge has an easy 6 step process which pushes information to the front-line workforce, measures their understanding and then rewards the individuals.
- Choose a KPI: Whether you're looking to drive sales, improve team productivity or operational performance, choose a measurable KPI you want to impact
- Design Powerful Programs: Use the Nudge Program Builder to design campaigns proven to deliver exceptional results.
- Empower the Team: Harness the combined power of smartphone technology, performance feedback, social competition and incentives to mobilize the team
- Guaranteed Communications: Focus the attention of your team with confidence by harnessing push notifications for proactive and real-time delivery of need-to-know information.
- Measure & Improve Performance: Improve team performance in real-time through powerful analytics designed to provide transparency on performance, knowledge and engagement across the team.
- Recognize Achievement: Build a high performing culture through rewards and recognition and support growth throughout your team.
Measuring the success of front-line communication is now easier and “funner”.
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