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The Power of Micro-Feedback: How HappyOrNot Transforms Customer Experience

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Manage episode 494197015 series 2794254
Content provided by ReThink Productivity. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by ReThink Productivity or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

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Tim Waterton, CRO at HappyOrNot, shares how their iconic smiley face terminals pioneered the micro-feedback approach that has collected over 2 billion pieces of customer feedback across 4,000 brands in 100+ countries. Their in-the-moment data collection method delivers higher response rates and more actionable insights than traditional surveys.

• HappyOrNot started with simple four-button terminals and has evolved to include tablet kiosks, digital options, and intelligent signage
• Real-time alerts notify staff when customer satisfaction drops, enabling immediate operational intervention rather than just retrospective insights
• Micro-feedback approach uses emoji responses followed by maximum 1-2 follow-up questions, making it accessible and easy
• Customers frequently provide positive verbatim feedback that identifies and recognizes excellent staff performance
• Terminals placed at strategic points (like high-margin specialty counters) help protect revenue while improving experience
• The system is designed for easy self-management with pre-configured devices that require minimal setup
• AI applications include verbatim analysis, sentiment categorization, and correlation with sales, staffing and foot traffic
• Future developments will enable organizations to interrogate connected data sources through conversational AI agents

#theproductivityexperts
Register for the 2025 Productivity Forum
Find us in the Top 50 Productivity Podcasts
Connect to Simon on LinkedIn
Follow ReThink on LinkedIn

  continue reading

Chapters

1. The Power of Micro-Feedback: How HappyOrNot Transforms Customer Experience (00:00:00)

2. Welcome to The Productivity Podcast (00:00:11)

3. Tim's Career and Happy or Not (00:00:52)

4. How Feedback Capture Works (00:02:37)

5. Real-Time Operational Benefits (00:09:45)

6. Response Rates and Micro-Feedback Approach (00:16:01)

7. Implementation and Self-Management (00:23:10)

8. AI Applications and Data Correlation (00:26:09)

9. Closing Thoughts on Feedback Value (00:28:22)

290 episodes

Artwork
iconShare
 
Manage episode 494197015 series 2794254
Content provided by ReThink Productivity. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by ReThink Productivity or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

Send us a text

Tim Waterton, CRO at HappyOrNot, shares how their iconic smiley face terminals pioneered the micro-feedback approach that has collected over 2 billion pieces of customer feedback across 4,000 brands in 100+ countries. Their in-the-moment data collection method delivers higher response rates and more actionable insights than traditional surveys.

• HappyOrNot started with simple four-button terminals and has evolved to include tablet kiosks, digital options, and intelligent signage
• Real-time alerts notify staff when customer satisfaction drops, enabling immediate operational intervention rather than just retrospective insights
• Micro-feedback approach uses emoji responses followed by maximum 1-2 follow-up questions, making it accessible and easy
• Customers frequently provide positive verbatim feedback that identifies and recognizes excellent staff performance
• Terminals placed at strategic points (like high-margin specialty counters) help protect revenue while improving experience
• The system is designed for easy self-management with pre-configured devices that require minimal setup
• AI applications include verbatim analysis, sentiment categorization, and correlation with sales, staffing and foot traffic
• Future developments will enable organizations to interrogate connected data sources through conversational AI agents

#theproductivityexperts
Register for the 2025 Productivity Forum
Find us in the Top 50 Productivity Podcasts
Connect to Simon on LinkedIn
Follow ReThink on LinkedIn

  continue reading

Chapters

1. The Power of Micro-Feedback: How HappyOrNot Transforms Customer Experience (00:00:00)

2. Welcome to The Productivity Podcast (00:00:11)

3. Tim's Career and Happy or Not (00:00:52)

4. How Feedback Capture Works (00:02:37)

5. Real-Time Operational Benefits (00:09:45)

6. Response Rates and Micro-Feedback Approach (00:16:01)

7. Implementation and Self-Management (00:23:10)

8. AI Applications and Data Correlation (00:26:09)

9. Closing Thoughts on Feedback Value (00:28:22)

290 episodes

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