The Service Profit Chain is a theory and business model evolved by a group of researchers from Harvard University in the nineties. The main conclusion is that loyal customers are the result of loyal, engaged employees. Furthermore, leading service organizations are using the model to quantify the impact that loyal, engaged employees have on the bottom line. They’re accomplishing this by looking closely at each step of how their organization creates value for customers. Read more
Thanks to years of experience building successful SoapBox programs – and countless hours of dev magic – our new and improved SoapBox Dashboard is ready for its big debut!
We know which stats impact the success of employee idea programs most, and our new layout puts these numbers front and center. So, you can quickly assess the health of your community and take action where it’s most needed. Read more
Every company wants its people to work together towards the company’s goals. In an earlier post, we suggested that it’s very difficult to create high performance teams by dissecting attributes of great teams because teams and organizations are complex systems. The solution is to not just try to recreate the characteristics of high performing teams, but also to look at the big picture and leverage something called systems thinking. One of these big picture things is that our concept of working together is part of the problem. We tend to think of collaboration as a horizontal phenomenon. While this is true, it is incomplete. What is missing is the concept of working together vertically throughout the company, which requires a new way of thinking. But before we dive into collaboration, let’s take a step back and talk about teamwork. Read more
Providing feedback on employee input is tougher than you might think. Striking the right balance between transparency, clarity and brevity is an art! In the past, it was hard for leaders to know whether their feedback was having the desired impact.
That all changes today.
Introducing, React to Feedback! Now employees can easily let leaders know what they think of their feedback by choosing the emoji face that best describes their reaction. Read more
We believe that organizations are on the cusp of an era of enlightenment when it comes to being innovative. At the core of of this enlightenment is the fact that we should probably stop calling progress innovation. Using the word innovation conjures the wrong associations, which leads to the wrong activities for reliably creating value. We believe that most organizations would significantly benefit from decreasing the focus on finding brilliant ideas and increasing the focus on effective collaboration that drives progress and real value for customers and stakeholders. Here’s the basis on which we believe these things. Read more
On SoapBox you get 300 characters for your ideas, but with emojis you’ll feel like you’re getting over a million! It’s true – I’ve even got the math to prove it:
- You get 300 characters per idea
- An emoji takes up one character
- If a picture is worth 1,000 words, and the average english word length is 5.1 characters, then one emoji is equivalent to….
300*1000*5.1 = 1,530,000 characters! Read more
We know that collaboration on employee feedback drives real progress in organizations. That’s why we’ve made it even easier to bring subject matter experts from across the organization into the right conversations! Read more
The traditional hierarchical view of organizational structure lends itself to a style of leadership where division of labor, chain of command and top-down communication dominates. While an org chart with the CEO/President at the top may still have its place, we believe that the way organizations should increasingly operate is with empowered employees playing a more prominent role in taking ownership of success. Employees should have the clarity and autonomy to decide which work will deliver the best results. They should be enabled to collaborate across hierarchical levels to get the support they need to be successful. And employees should be able to assume leadership as much as the management team. We believe this is a key new paradigm for a more agile and engaged organization. Read more
Being part of a high-performing team is an amazing experience. Many incredibly smart people have dissected the best teams to understand what are the key attributes that lead to superlative performances. Yet, despite knowing so much, it’s still frustratingly hard to recreate the magic that just makes some teams click. Why is it so hard to create high-performing teams? Part of the problem lies in the fact that we try to dissect team performance. It helps if you also approach high-performance teams by taking a look at the whole, thinking bigger picture and applying what’s called systems thinking. Read more
As we noted in this blog post, it’s difficult, if not impossible, to predict customer behavior. Without a process for soliciting, reviewing, and evaluating customer insights on your product, you’re limiting your organization to sophisticated guesswork. It’s for that reason that we’ve created a system to help understand how customers are responding to SoapBox.
To solicit feedback from our customers, we provide them with access to a customer-only SoapBox. In addition, we leverage our Customer Success team, who have frequent interaction with our customers, to communicate their insights by sharing them on our internal SoapBox.
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