Online access to information about our products and services has changed the way customers conduct business. And in the event that a customer has to physically go into a store or branch, online access has also changed what they expect from that retail experience.
When customers physically walk through our doors, we have to both understand their expectations and engage them in conversations that make the most out of the time we have with them. Often, we leave it to frontline employees to address customer transactional or service issues in the most effective way they know. We even ask them to try and uncover opportunities to sell products or obtain referrals that product experts can follow up on.
But, we don't always provide frontline employees with an easily repeatable formula that shows them 'how' to do this effectively. Or a learning process that allows them to learn the formula over time so it becomes ingrained, second nature and is used in every customer conversation or interaction.
As we focus on a value-added customer experience, companies and their employees that consistently engage in interactions that can explore and satisfy both active and latent needs and expectations will stand out in the crowd.
Why? Because customer-facing employees are the key to providing that differentiated customer experience that will open the door to new business opportunities.
And since managers are integral to your employees' success, they are equipped with the coaching systems, skills and feedback required to reinforce and embed those behaviours that will differentiate your business well into the future.
Join the conversation and share your thoughts and experiences about changing sales and service behaviours in your frontline employees.
