A smile warms and uplifts, a smile is contagious, giving one does good for yourself too, it is enjoyed by rich and poor alike, nearly everyone has tried it at some point in life, a smile crosses language barriers, it boosts confidence and reduces stress, … Smile boldly all year round.
WE MOTIVATE AND TRAIN EMPLOYEES⎟WE INVOLVE THE CUSTOMER⎟NO RANKINGS ARE PUBLISHED⎟WE MAP A KEY FACTOR IN YOUR BUSINESS
The goal of Trendline’s initiative:
Strengthen service culture
We encourage customer service employees to reflect on how important their attitude is in their work and remind customers that their smile also plays a vital role in creating a friendly and relaxed service interaction.
Offer a positive and motivating change of pace
The campaign is timed for November to provide a positive change of pace and support for mental and emotional well-being during the darkest time of the year, when grey autumn gives way to a long winter.
Strengthen the reputation of participating companies
By clearly displaying the campaign message, you show that you are committed to providing customer-centred and positive service.
Who is it for?
Any company whose employees meet customers face to face.
The promise made through the campaign – “We’re Smiling!” – highlights those companies that value a positive attitude in customer interactions.
The campaign is ideal for companies that want to boost positivity among their customers and employees
During the campaign, we run a survey
During the campaign month, we invite both customers and service employees to give each other feedback. We open a short survey that takes 7 seconds to complete and requires answering just two “yes” / “no” questions and indicating whether you are a customer or an employee.
What do we ask?
1.
Did the employee smile?
2.
Did the customer
smile?
3.
Which one
are you?
DEMO SURVEY:
Feel free to try filling in the “We’re Smiling – Thank You For Smiling Too!” campaign demo survey.
Why these questions?
We remind service employees of their role in customer interactions. As a rule, smiling is a clear and reasonable expectation set by most service standards. We motivate employees to do what is within their power and when they do, they can feel good about fulfilling their role well.
In addition, employees get the opportunity to give feedback on customer attitudes, which is undoubtedly a new and exciting phenomenon in the service landscape. Just as customers can say whether they see an employee’s smile, employees can give feedback about customers in return.
The customer sees that the company they are visiting invests in service culture and wants to serve them with care and a positive attitude. Likewise, by responding to the quick survey, customers find themselves reflecting on the fact that they too have a role to play in creating a pleasant and human service interaction.
ALTERNATIVE 1:
You can also join the campaign with different departments of your call centre. In that case, we expect that you distribute the survey links (unique links created by us and linked to the relevant departments of your call centre) from your own customer experience platform.
The survey is adapted to tone of voice, from which friendliness and a smile can be felt.
ALTERNATIVE 3:
You can also join the campaign using a survey that collects data on EMPLOYEE and CUSTOMER behaviour patterns in a more general and abstract way. This survey may be suitable for companies that are hesitant to directly ask for feedback on their service employees’ behaviour but would still like to raise awareness of positive attitudes among their employees and customers and be associated with supporting the campaign’s overall message.
Reliability of the collected data
By using Trendline’s survey solution, we prevent spam responses. This means that an overly enthusiastic feedback-giver cannot uncontrollably “vote” dozens or even hundreds of times on behalf of their neighbour, relative, friend, or themselves. This also means that the conclusions drawn after the campaign are well-founded and credible.
This is your campaign, not ours
Although during the campaign we provide tools that blend nicely with your visual identity (table stands, stickers, badges, screen designs, …), which you can use to display the initiative’s message “We’re Smiling – Thank You For Smiling Too!”, the focus is always on you as the participating company, not on us (Trendline) as the campaign organiser. You are the “We” who smiles 🙂 and you extend the campaign’s friendly invitation to your customers as well.
Why is a smile so important in customer interactions?
Because both the customer and the service employee have a brain that responds to a smile. A smile (or the lack of one) is also a clear indicator of inner attitude. And attitude directly influences what the service employee does.
As a training and mystery shopping company operating across the Baltics, Trendline Analytics has conducted tens of thousands of mystery shops and test visits for companies in various industries over the past 10 years. The chart below shows how much smiling at the start of the interaction influences the quality of the entire subsequent encounter. The difference is enormous.
Additional information and timeline
As a campaign participant, all you need to do is tell us how many separate departments you would like to participate with.
Then, on our end …
1.
We create unique QR codes and links
We create a unique QR code for each participating company and department. This ensures that survey responses are automatically directed to the correct company and department.
2.
We design and send campaign materials for each participating department
Before the start of November, we send you table stands with your departments’ unique QR codes (in agreed quantities and sizes). Along with the table stands, we also send an agreed number of stickers and badges. You can place campaign stickers in suitable locations on your premises (for example, on the front door, at the cash register, in fitting rooms, near the coffee machine, or anywhere else along the customer journey). The stickers are designed without a year number so they never expire if you decide to keep smiling :).
We also send the campaign materials in electronic format, so you can additionally use them on your premises’ screens, invoices, receipts, T-shirts, and other marketing materials.
3.
We open the survey for the period of 1 – 30 November
Feedback can be given about your locations via the on-site QR codes in unlimited quantities during the campaign. At the same time, we limit repeated spam submissions.
4.
We add participants’ logos to the campaign page
We highlight (from the moment of joining and on an ongoing basis) those companies that contribute to creating a positive image. We add participants’ logos to our website, social media, campaign training events, final reports, and media contact materials.
5.
You see the feedback given to your company in real time
We give your representatives access to view all feedback received about your company on the Trendline platform in real time, both as an overall result and broken down by department. We keep your access to the Trendline platform open for at least 12 months (unless agreed otherwise).
Right at the start of the month, two identical short webinars (30 min) for all customer service employees of participating companies (included in the participation fee, the number of attendees is unlimited). In addition, a webinar for senior and department managers on their potential role during the campaign.
During the short training:
-
we explain the campaign’s purpose and how to approach it in a relaxed way
-
we explain the specifics of customer “measurement” in this initiative and show how employees can actively participate in the campaign
-
based on the analysis of thousands of mystery shopping results, we show how the presence of a smile (positive attitude) influences the quality of the service and sales process
-
we show how important it is for employees themselves to maintain their own attitude and emotions regardless of what the customer does or doesn’t do
-
we motivate employees to courageously do their important work while continuing to grow
1 – 10 departments or units at different locations
Cost: 25 € (+VAT) per department.
For example, if 2 departments from your company participate, the total cost is 50 € (+VAT) – the rest is simple maths 🙂
11 – 50 departments or units at different locations
Cost: 22 € (+VAT) per department.
51 – 100 departments or units at different locations
Cost: 18 € (+VAT) per department.
101 – 150 departments or units at different locations
Cost: 14 € (+VAT) per department.
151 or more departments or units at different locations
Cost: please request a quote.
🟢 Companies that participated last year receive a 10% discount on the participation fee (you can express your interest in participating by the end of September).
PRICE INCLUDES:
Full preparation – everything described in the technical setup section. The price includes up to three table stands per department (we avoid plastic and use paper materials), which direct responses to that specific department’s data (with the corresponding QR printed directly on). You can choose the table stand size: A5 (suitable for the checkout area or a shelf in the hall), A6, or A7 (suitable for an elegant café or restaurant table). You can also order additional table stands in any quantity you need (for example, if you’d like to place one on every table in a café or restaurant). Additional table stands cost €1.90 (+VAT) each.
We also send campaign stickers along with the table stands (up to 5, depending on your preference and the size of your sales area), so you can let your customers know that you are participating in the campaign and investing in customer-friendly service. You can also order additional stickers through us if you have a larger area where customers move around.
The price includes participation (in unlimited numbers) by employees of all joined departments in the campaign kick-off webinar.
The price includes access for your company’s representatives to the data collected about you on the Trendline platform. The ability to view results in real time and analyse them interactively. We remind you that the feedback is spam-free, reliable, and immediate.
ADDITIONAL OPTIONS:
You can order additional table stands in any quantity you need (for example, if you’d like to place one on every table in a café or restaurant). Additional table stands cost €1.90 (+VAT) each.
You can also order additional campaign stickers (€0.40 each) and badges (pin-back: €0.80 each; magnetic: €2 each) – you can choose the designs when ordering.
Social media posts created for the campaign period by a web designer coordinated by us.
Custom solutions for campaign stickers and larger posters. Both design and production by us.
No rankings are published
During the campaign, no company rankings are published that would cause embarrassment or an awkward leaderboard effect. And most importantly, this eliminates the motivation to cast dozens of spam votes on behalf of yourself, your relatives, and friends. Each company sees only its own results.
Post-campaign results analysis
We provide access to insights that allow you to take well-considered follow-up actions within your company, gaining a broader understanding of the attitudes of both your employees and your customers. On the Trendline platform, you can also compare results with those of subsequent years.
Presentation of results and observations
Once the analyses are complete, we prepare summaries of the overall campaign results. All participants will have the opportunity to compare their company’s results with the bigger picture.
How to join the campaign?
You can join today! To sign up, please fill in the contact form below.
Although we will measure mutual (customer–employee) smiling at all joined locations in autumn, you can start using the positive badges and stickers in your customer areas right after joining. This is a great way to make smiling a natural and everyday part of your service culture.
Plan this positive initiative into your 2026 marketing and training plans well in advance.
Additional questions are also very welcome at naeratame@trendline.ee.
Thank you for smiling!
