WE’RE SMILING 2026⎟ We invite you to participate in a refreshing Campaign

We are smiling:

A Smile Works Wonders

A smile warms and refreshes, a smile is contagious, giving it also does good for yourself, it is enjoyed by both the poor and therich, almost everyone has tried it in their lifetime, a smile overcomes language barriers, it raises self-confidence and reduces stress. Smile boldly all year round, in November we’ll measure.

Campaign objective?

The customer returns to where they feel good

This is not merely a typical CX survey; the goal is to strengthen service culture in Baltics.

1. Direct CUSTOMER SERVICE STAFF to consider how important their attitude is in their work.

2. Remind CUSTOMERS that their smile is also very important for human and stress-free communication.

Help both sides (service provider and customer) do their part regardless of what the other side does, and feel good about it.

Positive change

We offer a positive change to the mundane everyday. We highlight the importance of a smile. We emphasize the idea that a smile is a natural part of warm human nature (of course, all year round), but we will measure and discuss it in November.

We provide your company with valuable information that will help you thoughtfully guide your service staff.

The campaign gives service staff a simple and pleasant opportunity to tell the customer (if there’s a reason to) at the end of the interaction: “Thank you for smiling!” and everyone’s emotions will be much better.

Although a lot of important information will undoubtedly be collected, the value of the campaign is well described by the idea that even if, for example, not a single customer or employee enters any feedback from the QR code during the campaign, the campaign’s message will still have actively done its important work for 30 days.

Impact on business results

The goal of a business enterprise is stable and strong BUSINESS RESULTS. Companies participating in the campaign will certainly train their employees’ attitudes and increase customers’ desire to return to them, because it feels good to be there.

As seen from the analysis of tens of thousands of service incidents in our region (see the test purchase analysis at the bottom of this page), a smile and the accompanying attitude very greatly influence the course and effectiveness of the service process. A smile is not just a cool thing or a so-called part of soft values that might as well exist, but a substantive expression of attitude. It is very useful to measure attitude in this way. And attitude, in turn, directly affects the course of service and sales communication (read: business results).

No rankings will be compiled

During the campaign, no company rankings will be compiled that might cause embarrassment. Instead, we will provide private information about the “health” of the company’s employees’ service attitudes, and with this knowledge, each company can intelligently move forward on its own.

One exciting benefit of the campaign is to help customer service staff understand the attitudes of Baltic CUSTOMERS. This knowledge is important for managing service communication.

Who is it for?

We recommend participation to all service and sales companies that invest in developing service culture and whose employees interact with customers face-to-face during service contacts.

All are welcome who wish to boldly motivate their service staff and remind them how important it is to create a warm attitude in customer communication, and at the same time manage their own emotions when the other party is not behaving optimally.

The goal itself is not simply to display as many campaign materials as possible if the campaign content, for example, does not align with the company’s service concept. Rather, this campaign-time promise – “We smile!” – should increasingly differentiate those who wish to diligently implement a positive attitude.

A good opportunity for the company to be associated as a carrier of a very positive message and attitude. Participation also helps to put together a larger picture for all Baltics.

What might hinder participation in the campaign?

1. If the campaign objective remains unclear.

2. If the company dares not encourage employees to behave more positively (to smile) in order to foster a more pleasant environment for the customer.

3. If the company fears that employees won’t immediately play along when the “We smile” signs are displayed.

4. The calculation of the participation fee remains unclear.

5. Participation seems complicated and time-consuming.

If any of these are your “fears”, please feel free to contact us and we will clarify them.

Campaign structure

We open a simple and quick multiple-choice questionnaire, which takes 10 seconds to answer and requires answering only 2 + 1 questions.

The questionnaire can be completed in ENG, EST, LAT, LIT, RUS, FIN or in any agreed language.

“We’re Smiling” Campaign Technical Structure

As a participant in the campaign, you only need to tell us how many separate departments you wish to participate with. Then, from our side…

 

1.

We Create Unique QR Codes and Links

We generate a unique QR code (and link, which you can also use freely) for each participating company and its department or branch. This ensures that feedback is automatically assigned to the correct company and department.

 

2.

We Build Regional and Sector-Based Structures

We organize your company’s data under the relevant region and sector, allowing campaign results to be analyzed both regionally and by sector.

 

3.

We Design and Send Campaign Materials for Each Participating Department

We print table talkers with your department’s unique QR code (in agreed quantities and sizes), which are easy to place in the desired location. Materials are sent to you by post before the campaign begins.

We also provide electronic versions of the campaign materials so you can use them on local screens, receipts, T-shirts, pins, or other promotional materials as desired.

 

4.

The Campaign is Open to Respondents from 1 – 30 November

Feedback can be submitted in unlimited quantities. However, we discourage excessive or spam submissions. After the campaign month ends, access to your unique QR codes will be closed.

All collected information is anonymous, ensuring that no service staff member is put in an uncomfortable situation.

 

5.

We Add Participant Logos to the Campaign Page

We highlight companies that contribute to creating a positive image by featuring their logos on our web environment, at campaign training events, in final reports, and in media materials.

 

6.

You Can See Feedback Given to Your Company in Real-Time

We provide your representatives with access to see all feedback received about your company on the Trendline platform in real-time, both as overall results and broken down by department. Access to the Trendline user interface will remain open for at least 12 months unless otherwise agreed.

Once the unique QR codes and structure are created, they can be reused in subsequent years for the “We Smile” campaign or other campaigns. Interactive comparisons are maintained.

Post-Campaign Results Analysis

Trendline will compile a results analysis at the end of the campaign. We will provide all participants with access to a summary report and analysis of consolidated results.

The summary materials will not present any company rankings (to avoid discomfort). Rather, we will provide you with information that you can use to implement thoughtful follow-up activities within your company, in the broader context of employee and customer attitudes.

What Does Participation in the Campaign Cost?

1 – 10 Departments or Units in Different Locations

Cost 25 € (+VAT) per department.

So, if, for example, 2 departments from your company participate, the total cost is 50 € (+VAT), and then it’s just math 🙂

11 – 100 Departments or Units in Different Locations (e.g., a Retail Chain)

Cost 22 € (+VAT) per department.

101 – 200 Departments or Units in Different Locations (e.g., a Hotel Group)

Cost 18 € (+VAT) per department.

201 or more Departments or Units in Different Locations (e.g., a Shopping Center)

Cost 14 € (+VAT) per department.

The price includes all preparation, i.e., everything described in the technical setup. The price includes up to three table talkers per department, which will bring responses specifically to that department’s data (corresponding QR).

The size of the table talker is your choice: A5 (suitable for a cash register or shelf in a hall), A6, or A7 (suitable, for example, for a dignified table in a cafe or restaurant).

You can order additional table talkers in quantities suitable for you (for example, if you want to place information on every table in a cafe or restaurant). The price for additional table talkers is €2.5 (+VAT) each.

How to Join the “We’re Smiling” Campaign?

1.

Please Fill Out the Contact Form Below

Once we receive your initial contact, we will send you a more detailed registration file where you can provide the names and quantities of specific departments you wish to participate with. Feel free to write in the comments box if you would like additional information, so we can provide a more thorough overview of the campaign.

2.

We Will Create a Solution Tailored to Your Needs

The cost of participation is determined by the quantity of printed materials, the number of unique QR codes generated, and the number of departments and users created. Our goal is to keep the participation price as low as possible so that its impact reaches many.

3.

Payment for Participation Before the Campaign Starts

After receiving the participation fee, we will produce your company’s campaign materials and send them to you by post. Then, all that’s left is to display the campaign materials and put on a smile.

To Participate, Please Fill Out This Contact Form

Based on this initial information, we can then specify details such as how many departments, at which addresses, etc. Additional questions are also very welcome via email at
smile@trendline.app or through this same contact form.

Why is a SMILE so Important in Customer Communication?

Firstly, because the customer has a brain! Secondly, because the customer service representative has a brain. All our brains react to a smile.

Secondly, a SMILE is a SILENT WAY TO EXPRESS YOUR FEELINGS to another, and that is exactly what we want to do in customer communication. We want to first feel and then also make the incoming person understand that we are on their side and that they are welcome.

Objectively measured, it is evident that a smile at the beginning of customer contact very directly affects the quality of customer communication. Trendline Analytics, as a training and mystery shopping company throughout the Baltics, has conducted tens of thousands of mystery purchases and mystery visits for companies in various sectors over the last 10 years. In the analysis below, we show with a green line, summarized, all cases where there WAS a SMILE at the beginning of contact, and with a red line, a consolidated analysis of cases where there WAS NO SMILE at the beginning of contact. The difference is enormous. In other words, a smiling service provider (thanks to their attitude) significantly impacts the quality of customer communication and, obviously, through that, the financial results, regardless of the product or service in question.

Why is this kind of undertaking beneficial as a CAMPAIGN? Practice makes perfect. Smiling becomes easier if you consciously practice it and think about its value and the factors that cause it. This way, smiling, in the right place and at the right time of course :), can become a HABIT. Smile year-round, practice, we’ll measure in November!

Read our Blog!

Trendline is a Development Company with over 20 Years of Experience. Our Trainings and Mystery Shopping Help Develop Sales and Service Companies throughout the Baltics. We also Map Customer Feedback, Create Service Standards and Training Videos for Companies. Here is a Link to our Blog, which Contains Opinion Pieces and Articles Describing our Vision, Uniqueness, and Emphases.