There has never been a time where the importance of visibility to dispersed operations, enhanced insights and data, operational efficiency, and superior employee and customer experiences have ever been so important as it is today.
IMAGINE your business operations visible on your device – what’s going on, compliance, reporting, quality, standards – the ability to manage your business in your pocket – that dream is now a reality today thanks to our Innovation Partners, MyFieldAudits.
Taking the important and fundamental business process of audit, MFAs have taken this to the next level and created a tool that is not just tracking retrospective performance but performance in real-time, setting and maintaining standards of operation, and giving real-time visibility to your operations.
How much do you spend on expenses for your team to visit your sites? How effective are they when they get their fielding calls, emails, and catching up? How long does it take? What is their span of supervision? How often can they physically get to each of your operations? These are all questions that most operators ask themselves, but what is the alternative?
In this article, we’re going to address just one aspect of this conundrum and how we elevate the overall experience.
TO EMPOWER means to give authority to or in short, allow someone to become stronger, more confident, so much so, that they feel able to impact their world!
The notion, therefore, of giving sovereignty to a customer, a visitor, or guest means their role in your ecosystem and world are of such importance that you allow transparency and visibility into your processes, methods, means, and ways – you afford them the ability to ‘impact’ their experience in your ‘world’.
When we truly listen to our customers and guests or, conversely, listen to the data and metrics that drive change, we give ourselves the tools to improve.
In this new post-pandemic world, the customer service experience needs to be more than a smiling face or kindly porter. We are now in a time where there are fewer people per shift to cope with the workload.
Previously unheard-of phenomena such as The Great Resignation and Quiet Quitting mean that the above and beyond call to action is often not an option, or in many cases, there are simply not enough personnel or leadership to cover any given event or operation.
The ‘how’ to impress a customer has, as a result, changed significantly. The lack of personnel; the ongoing shortage of human capital means that everything else must sparkle and shine to create a positive experience.
It is now the time for your environment, your facilities, your amenities, your surroundings, and even your parking lots to speak clearly, with panache and perfection.
Your physical assets have now become the key features of the experience and, as such, must be on point, crisp, and sharp all the time.
Today’s world is at an all-time low with the customer experience less elevated than ever in the past, training budgets slashed; finding personnel a challenge; supply chains weak and shelves not as well stocked as they once were. Rising costs and inflation have left many businesses struggling to reach the pre-pandemic standards of business and operations.
Shining Assets
The ‘how’ you empower the customer experience is now often in the hands of the attention to detail, perfection, and consistent immaculateness of the space. Repeat business, accolades, advocacy, and high-quality reviews do not come from simplicity they arise out of genuine appreciation for the quality of the total experience.
The expression itself, ‘Experience,’ is a somewhat overused word in our lexicon at this time in our human story, yet it is the one we lean on the most to describe the feelings of having learned or felt something worth sharing or repeating.
Perhaps the wonder of the customer experience is as much about the surroundings as it is about the experience. What elements comprise a truly elevated experience? Warm welcomes; pretty entrances; tidy facilities; fresh foliage or flowers; clean floors; well-stocked supplies; tidy shelves; easy-to-navigate facilities; clean bathrooms, or something more important?
The answer is - all the above done consistently without skipping a beat and never letting a moment to correct left unnoticed. Consistency of performance, reaction time to correct, and instant awareness are the secrets to this new world!
With awareness, real-time responses, and immediately actionable moments improves an experience and demonstrate geste. The myriad of well-done, often mundane facets become the bedrock that drives a brand towards best in class as each customer takes note both consciously and unconsciously of each of those elements.
The show then is not just recognizing that everything from a clean, well-ordered parking lot or watered flower beds is important, but that consistency, awareness, and constantly staying ahead to ensure each of those key elements is always in the best shape is the secret to success.
Service quality is not limited to hospitality, retail or health facilities but is now a requirement for anyone, in any arena, looking to garner, keep and impress their customers, visitors, and guests.”
On average, it costs five times more to attract a new customer than to retain an existing one. With this jolting number in mind, it behooves us to find ways to ensure that our customer’s experience is consistently top-notch but without the stress, angst, and strain that typical auditing and checking requires from supervisors, leaders, and staff.
Tracking, monitoring, and sharing details has traditionally been tedious, difficult, or missing vital links, but in today's world of driving performance, quality care, and best-of-breed customer services, these details become the differentiator between good and excellent. We are, by our very nature, visual creatures, meaning that what we see drives so much of how we feel and remember our experiences.
Your Business in Your Pocket
What a difference real-time data, insights, and even imagery and video feeds could make to leadership, consistency of quality, and adaptive nimbleness?
What if capturing operational feedback with relevant photographs and images could be done on a mobile device? What if real-time alerts and critical issues could be communicated instantly? What if that data could be used to benchmark, track, and provide insight? Wouldn’t it be amazing if you could see trends, patterns, and core metrics in the palm of your hand?
Empowering the Customer Voice is all about making sure the little things sparkle, the undone is fixed, the messy is tidied up, surfaces polished, and the busy details smoothed over. There is indeed a surefire way to guarantee you can meet such lofty standards. Leverage!
Leveraging tracking tools with images in real-time, in human hands, monitored by your people, allow your guests to truly have a great experience in your facility.
Do you want to be the Best? Then give your customer a VOICE with REAL technology in the palm of your hand.
With every tiny detail affecting the other, with every interaction cumulatively creating an image in the mind's eye of the guest and visitor, having them run smoothly, consistently, and reliably guarantees an extraordinary outcome.
When even one tiny link in the chain is broken, the experience diminishes. 'The food was great - the service not so much,' bemoans the patron. The selection of produce was amazing, but the store was unkempt and disorganized! One aspect truly impacts another.
With imagery and tools in the palm of your hand, every small detail has a home; has an owner; has a swift and immediate solution. With the right technology, you own perfection in real-time, and that truly is the differentiator that puts you above the crowd!
Welcome to the power of seeing your business clearly!
INNOVATION PARTNER SPOTLIGHT
At 4xi, we've built our Explorers Innovation Directory of carefully curated Innovation Partners, all driving positive impact in the Away from Home market: workplace, education, healthcare, senior living, and leisure.
Check out MyFieldAudits:
Would you like to have real-time visibility to your business in your pocket? See data, information, and insights, including images of operations and video - all on your mobile device?
Having this level of unprecedented visibility allows for nimble fixes and quick reactions to issues or challenges and also opportunities for recognition when things are going smoothly. MyFieldAudits makes knowing what is going on in your business in real-time a reality and helps you see more than ever before.
MyFieldAudits has transformed the audit process into a truly useful tool to drive success at all levels of your organization - a hand-held application that makes keeping on top of the details across multiple locations easy and effective. Now you can ‘see’ each operation in real-time.
Knowing what is happening in the moment with the resulting quick-fix options at your fingertips is a key differentiator. Extensive and detailed oversight ensures your clients receive the highest quality of care and service at all times. With this knowledge and insights at your fingertips, you can drive efficiency, compliance, and productivity and consistently deliver upon your commitments to quality and service outcomes across multiple facilities diminishing the challenges and complexity of managing dispersed operations.
MFAs work with foodservice partners, businesses, universities, care establishments, and hotels in public places like museums and airports to help leaders and operators have a clear and real-time line of sight to every aspect of their business.
MyFieldAudits ensures you can see your business in the palm of your hand.
Dina O'Reilly is 4xi's Strategic Partnership & Growth lead; she is also our Project Management Office lead and Ghostwriter in Residence, providing BLOGS+ services to clients. To learn more, contact Dina at dina@4xiconsulting.com
4xi Global Consulting & Solutions is a team of talented leaders from both the client-side and service provider side, impacting the Human Experience (HX) for people at work, in education, rest, and at leisure.
We believe in a people-first, experience-led philosophy. Whether client, employee, or guest – their experience is the fundamental foundation of success.
We work with corporations, service providers, and innovators:
Strategic Advisory & Special Projects (SPx)
Headquarters Fractional Support On-Demand
Evolving Experiences© - Employee (EX) & Customer Experience (CX)
Design4Life©: Environmental, Physical, and Experiential Design
Global Amenities Strategy, Design & Operations
TRUE NORTH©: Strategic Partnership & Growth
Explorers Innovation Directory: Gateway to Innovation
Sustainability Simplified©: Supply Chain & Innovation
Market Research Reports & Benchmarking
4xi is proud to be Chair of WORKTECH Academy for North America and a member of its Leadership Advisory Board. 4xi is a Global Ambassador for WORKTECH Academy.
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