Key Elements To Great Customer Experiences

One of the key ingredients to a successful business is having happy customers. If your customers feel they have had a good experience doing business with you, then you have won a large part of the battle. Some of the key elements to great customer experiences are:

Make Sure Your Products are Relevant to your Potential Customers

Social media can be used to reach people likely to be interested in your products. If people post problems online, brand bloggers or retailers sometimes respond to offer advice and solutions.

Use Mobile Devices to Your Advantage

Mobile phones are carried by the majority of people so you can locate a service or product user easily. For instance, Scrabble offer free wi-fi minutes in Paris but only if the mobile phone user unscrambled some Scrabble letters. This way of promoting a product gives the customer a great experience while advertising the Scrabble brand.

Create an App for Your Business

Create an app for your business so that consumers can order your products using their mobile phone. It’s quick and easy and eliminates the need to recite credit card numbers or make a call. The simplicity of use enhances the customer experience and makes them more likely to choose your business. The pizzeria that offers online ordering and can let you pay instantly with paypal is more likely to attract customers than the pizzeria that only accepts cash, even if the one with an online presence costs more.

Let Them Come to You

Letting the customer find you – or behavioural relevancy – ensures that your customers are motivated and interested in what you have to offer. You can achieve this by using internet search ads (these appear on the consumer’s computer in response to their search engine queries. For instance, if they’re looking for vitamin supplements and that is your speciality, your advert could appear after they search for vitamins). Another idea is to send automated emails prompting the user to shop with you or to accept a special offer. If a person visits your website, they could receive this email suggestion alerting them to products they already expressed an interest in.

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The 5 Biggest Sales Management Coaching Pitfalls

There are three ways in which managers try to encourage hard work in their employees. These are threats of punishment for poor performance (for instance, disciplinary action or loss of employment), bonuses and increases in wages and promotions. Unfortunately many things you've been taught as a manager may be counterproductive:

Giving Rewards Doesn't Work – Studies looking at human motivation found that giving external rewards actually damages long-term motivation and performance, making the person less likely to achieve what they are capable of. It also dampens down creativity and problem solving skills and can reduce enthusiasm for the job if they are given for tasks the employee already enjoys. This is because external rewards heighten anxiety and make them feel controlled. Once they have achieved the short-term goal and ‘won’ the prize, their overall investment in the job declines.

Threatening Punishment Doesn't Work – Using the threat of punishment doesn't work because once that threat is removed, the employee becomes demotivated. It is also counterproductive to the three basic psychological needs of workers, which are:

• The need to feel competent and a valued member of the team
• The need for connection and cooperation with colleagues during team work
• The need for autonomy or self-direction within the workplace

When these needs are satisfied, staff are internally motivated just because they enjoy what they do.

Bonuses Don’t Develop Long-Term Motivation – While employees are motivated by pay, it isn't long lasting. The only way to encourage internal motivation is to have a supportive workplace that recognises talent in others, gives need-based feedback and offers recognition for a job well done.

Negative Communication Doesn't Work – If you as a manager offer information in a negative or judgmental way you block communication. If you offer choices within your information, you can encourage a sense of autonomy in your staff that increases work satisfaction.

Choose External Rewards Carefully – Used in moderation and in the context of a supportive workplace, rewards can be motivating. Avoid competitions (they never feel good to the loser). Only offer rewards after they have done the work instead of as an incentive, express appreciation and highlight the positive impact they have had on others.

If you would like to get more information on sales management, you can visit www.achieveglobal.co.uk

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