Editor’s Note: Sponsored by Monday Properties and written by ARLnow.com, Startup Monday is a weekly column that profiles Arlington-based startups and their founders, plus other local technology happenings. The Ground Floor, Monday’s office space for young companies in Rosslyn, is now open. The Metro-accessible space features a 5,000-square-foot common area that includes a kitchen, lounge area, collaborative meeting spaces, and a stage for formal presentations.
Kam Desai and Ashish Gambhir know first-hand how hard it can be to engage employees.
Working at an analytics company, Desai and Gambhir found that while they could consistently and accurately collect customer feedback and supply it to their clients, negative scores tended to stagnate. For some reason, the necessary quality changes at the store level weren’t getting made.
“We realized that the issue was transparency,” Desai said. “Although restaurants had the right data, it was never getting to the right employees — the men and women on the front line responsible for making each sale. This stuck out as a huge opportunity to improve efficiency, and ultimately, customer service.”
“MomentSnap is unlike anything else in the marketplace,” Gambhir, co-founder and president, said. “The issue with a lot of engagement strategies surrounding performance is that they’re really not very ‘engaging’ — engagement has become just another box to check off by printing out satisfaction scores and sticking them on a wall somewhere.”
That’s where Arlington-based MomentSnap makes the difference. It puts that information directly in employees’ hands, empowering them to take ownership of their performance in a public forum and compete with their peers.
Using the software, employees accrue points for positive guest feedback and completed “missions” that are set by managers, which can range from upselling certain products to watching a video message from the leadership team. Employees then are ranked and recognized on a public leaderboard. A rewards structure also can be offered to employees, allowing them to use their points for prizes.
“MomentSnap spurs action and tangibly increases customer satisfaction — that’s real engagement,” Desai, co-founder and CEO, said.
Other employee engagement programs often are defined by transactions, rather than relationships, Desai said.
“Instead of seeing a percentage on a sheet of paper that correlates to guest satisfaction, we hope to emphasize that each customer interaction is unique — a moment, not a transaction,” he said. “We make snapshots of these moments available to employees in the form of comments and survey results — a moment snap.”
Gambhir said MomentSnap can be catered to any organization in any industry, but the company has started with a focus on the restaurant, hospitality and retail sectors. He said the company is currently tracking about 50,000 employees and seeing “incredible early success.”
So far, MomentSnap has seen a 10 to 20 percent increase in customer satisfaction among workers using the software, Gambhir said. “We’re seeing that employees are checking the app every shift, even though it’s optional — exceptional usage levels,” he added.
MomentSnap landed in Arlington after receiving an investment from CIT GAP Funds, a group of investment funds placing near-equity and equity investments in Virginia-based organizations.
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The adorable Kimchi, a black and white Guinea Pig is the newest Adoptable Pet of the Week.
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Signature Theatre just released single tickets for all 33rd season productions, which highlights the organization’s long-time relationship with legendary composer Stephen Sondheim. Beginning with the musical adaptation of The Color Purple and irreverent No Place to Go, the season continues with three Sondheim musicals, the DC premieres of Off-Broadway hit Which Way to the Stage and Pulitzer Prize finalist Selling Kabul, the Tony Award®-winning rock musical Passing Strange, and return of Signature’s cabaret series honoring legendary artists.
“Last November, the world lost an icon. The death of Stephen Sondheim was a blow to everyone in the theater community. Signature Theatre would not be the same without Sondheim — he IS Signature’s ‘signature.’ This season, we are honoring the legend with productions of Into the Woods, Pacific Overtures and Sweeney Todd dedicated to his memory. These shows represent the diversity and range of Sondheim,” said Signature’s Artistic Director Matthew Gardiner about the new season.
Join us Sunday, Aug 28 from 12-3pm for our MEGA Wine Tasting
How it Works:
We’ve invited all our wine vendors that we work with to bring 6-10 wines in their portfolio (wines that are usually not carried at Osteria