Experience Management (XM) is all about human beings. Customers are human. Employees are human. Partners, leaders, suppliers, prospective customers… all human. In the current environment, where many people are facing hard times, it’s more critical than ever for organizations to find ways to demonstrate their humanity and build deeper emotional ties with all the people who interact with them.
This, unfortunately, is easier said than done. Human beings are complicated and can be difficult to understand. So to adapt your experiences to address the shifting concerns of the people you care about, consider their needs across all Six Traits of Human Beings:
- INTUITIVE. People use two different modes of thinking to make decisions and judgements: Intuitive Thinking, which is fast, automatic, and emotional and relies on cognitive biases and heuristics (mental rules of thumb) to make decisions, and Rational Thinking, which is slow, effortful, and deliberate and relies on logic and reason to reach conclusions. While humans always tend to use Intuitive Thinking more frequently than Rational Thinking, our dependence on it intensifies during times of stress and uncertainty. So emergencies often exacerbate our existing biases – such probability neglect, availability bias, aversion to uncertainty, and herding behaviors – leading to “irrational” reactions, like buying mountains of toilet paper.
- Customer Example: Reduce customer uncertainty by proactively communicating how your company is addressing the current situation (e.g. new safety precautions, expanded channels for reaching customer service, plans for waiving certain fees or penalties, etc.). Studies show that during an emergency, communication is most effective when it is timely, credible, empathetic, emphasizes useful individual actions, and is tailored to specific audiences and segments.
- Employee Example: Engage employees’ Rational Thinking by providing them with a continuous flow of relevant data and insights and then holding them accountable for using that information to make evidence-based (rather than intuition-based) decisions.
- SELF-CENTERED. Everyone views the world through their own personal lens, which is informed by their unique life experiences. Unfortunately, this individual context can make it hard for us to put ourselves in other people’s shoes and see the world through their eyes. However, in the current environment, where empathy is paramount, organizations must actively work to help leaders and employees escape their individual context and instead demonstrate understanding and compassion for each other and for customers.
- Customer Example: Instead of continuing to survey customers about the company’s performance, shift your Voice of the Customer efforts to understand how your customers are doing on a personal level. Shorten surveys to only a few open-ended questions that ask people how they are feeling and how the organization can help them get through this challenging time.
- Employee Example: Engender empathy in employees for both coworkers and customers by sharing people’s stories in their own voice – whether that’s through contact center recordings, customer verbatims, or inviting employees to recount their experiences during team or company-wide meetings.
- EMOTIONAL. As Maya Angelou once said, “People don’t always remember what you say or even what you do, but they always remember how you make them feel.” Human beings remember experiences based on the most emotionally extreme points and how it ends – a phenomenon known as the “Peak-End Rule.” Because of the heightened emotional climate, people are going to be particularly sensitive to how organizations make them feel right now…and will remember those emotions long after this episode has passed.
- Customer Example: To create positive emotional peaks, review your major customer journeys and find moments where your organization can add a special moment of surprise or delight, such as sending a customer a handwritten note, waiving a fee, adding a small gift to their package, or empowering employees to spend a certain amount of money to go above-and-beyond to make a moment special.
- Employee Example: When conveying bad news to employees, lessen the negative emotional spike by carefully preparing for the conversation in advance rather than leaving it up to chance. Think through how you will explain the situation and its causes, communicate with transparency and respect, deliver the news in an appropriate setting and format, and allocate plenty of time to answer their questions at the end.
- MOTIVATED. All people strive to fulfill four intrinsic needs – a sense of meaning, choice, progress, and competence. These four motivations are especially important for a company to tap into during a time of crisis as people often feel stalled and discouraged, and the business may not be in a position to incentivize people with extrinsic motivators, like money or formal recognition.
- Customer Example: Tap into customers’ desire for choice by offering them a variety of solutions to problems they encounter, such as canceled flights, out of stock items, or long wait times for the contact center. Studies show that when companies give customers a variety of potential solutions to choose from to resolve an issue, they are ultimately more satisfied with the outcome.
- Employee Example: Tap into employees’ desire for meaning by finding ways to redeploy your organizational capabilities to help the community (e.g. repurposing factories, donating products, providing logistical support, etc.), and provide opportunities for employees to contribute to these efforts – both within the scope of their everyday roles and on a volunteer basis.
- SOCIAL. People are naturally social, and we particularly enjoy connecting with other people and institutions who are “like us.” Because people are more attracted to brands who are able to give them a sense of community and belonging, in this time of social isolation, companies should actively create opportunities for employees and customers to connect with each other around shared interests.
- Customer Example: Give frontline employees space to emotionally connect with customers by waiving efficiency metrics like Average Handle Time.
- Employee Example: Studies show that the greatest predictor of a person’s success and happiness during a challenging time is his or her social support network, so encourage all employees to start every day by reaching out to someone in their social network – a coworker, family member, friend, etc. – to briefly express gratitude and appreciation. This will help people to feel more connected and recognize they have more social support than they may think.
- HOPEFUL. People flourish when they envision a positive future. When we are optimistic, our brains perform better across a number of different categories – such as intelligence, resilience, and creativity – compared to when we are feeling neutral or pessimistic. To help people focus on the positive amid the continuous barrage of bad news, organizations should articulate a compelling vision of the company’s future that specifically addresses people’s personal needs and aspirations.
- Customer Example: Instead of only communicating with customers to convey negative or disappointing news, share inspiring stories from around the business as well as positive lessons the business has learned that will be carried forward to make the company – and its customer experience – better than before.
- Employee Example: Start every company meeting by highlighting successes, praising team members, or sharing something you’re excited about. Priming people with positivity will change the way their brains process the challenges you are about to tackle.