And as if by magic..! Literally two days after my last blog on this site – It’s Time to measure engagement in #realtime, this article appears talking about the new partnership between Yammer and Kanjoya Crane, which will provide yammer clients with real time sentiment analysis of their employee conversations.
This is more significant than it at first seems and marks the beginning of a period when we will see employee engagement monitoring and measurement move from clunky, question driven surveys done once a year, to #realtime monitoring and action. In his latest post for this blog, How will employee engagement develop, Founder of OrganisationReview Andrew Merritt interviews Peter Wilde, former head of employee engagement at UBS and Unilever and now founder of www.employee-research.com and Peter makes the following comment about the future of traditional employee surveys:
“They’re still the most cost effective and useful way of getting insight from your people. They may well adapt (see Tesco’s new ‘Listen and Fix’ scheme) but, like cockroaches, they’ll still be around after a nuclear war”.
I’m not sure this is true, but even if it is, it won’t be for long. Innovation in employee engagement tends to follow that in customer engagement and this is increasingly true in this emerging social era. We have been using sentiment in customer engagement for some time so this move was inevitable, if not a little overdue. This means that real time tools for the employee group will develop along the lines of how we are innovating with customer data, as this latest article in latest issue of The Harvard Business Review about real time customer experience tracking demonstrates.
The interesting thing about the Yammer/Kanjoya tie up and what I shall be looking to understand is just how Yammer will make the most of the partnership. Yammer is a good product; it does what it says on the tin. But even amongst its big corporate client users there are critics, especially about its pricing model. A number of large organisations that I know are still on the free platform because the benefits of going to paid don’t seem to outweigh the significant cost.
It is not clear yet to me on what basis this app is deployed. If this app is only deployable on the paid for service, then Yammer might just have found the magic key to persuade large scale users to upgrade. If not, then there is even more reason for and organisation to stick with the free option. If anyone knows the answer, please get in touch or leave a comment.
I shall also be looking to see how the traditional engagement/survey tech companies will respond to the growth of real time and sentiment monitoring. As it stands at the moment, unless they do evolve and embrace the real time trend, I cant see them surviving long term. Surveys just don’t give you a multi-dimensional view, which is where the real value is here.
The potential of #Bigdata is often referred to when talking about structured data, but significant actionable insights can be gained from unstructured, conversational data too. In fact, because the availability of this type of data is relatively new, we don’t yet fully appreciate it’s long term value compared to more structured data forms. In my view, it could, longer term, offer greater and more relevant insight. There’s money in sentiment!
I firmly believe that the future trend will see innovation in employee engagement become parallel or even overtake that around customers as we increasingly recognise that the route to successful – and profitable – customer relationships start with an outstanding employee experience.
You heard it here first folks
Gareth is Partner and Chief Architect at The Chemistry Group, the award winning people consultancy who’s intent is to create opportunities for everyone to be brilliant at work. His brief with Chemistry is to “keep the company fresh” by creating products and services that tap into the future thinking around people with a primary focus around online, collaborative and mobile technologies. Gareth’s career spans over 24 years and multiple roles having worked across HR, Business Development, Consulting, CRM, Marketing and Recruitment. A regular speaker and blogger on the future of people in business, he has spent the best part of the last 10 years challenging conventional thinking, deconstructing business models and pioneering the use of community to improve Business. He is also co founder of ConnectingHR, the rapidly growing, socially driven, HR community – www.connectinghr.org. Connect with Gareth Twitter: @garelaos Blog: www.garethjones.me LinkedIn: www.linkedin.com/in/garethmjones Gareth doesn't do email. ;) Feel free to call him instead on +44 7880 742 581