How do you get your frontline sales teams excited about creating great customer experiences?
Is a commission-based system that rewards the employee only after a successful sale enough?
In this episode of One-to-One, Andre Riley, CRO & Head of Growth, Arcade tackles these questions, along with many others in his discussion with Statflo’s CRO Scott McArthur.
Arcade is a performance engagement solution that integrates with businesses to drive employee engagement and productivity by utilizing gamification.
Tune in to listen to their insightful conversation about how employee engagement can impact customer experiences.
One-to-One gives you a glimpse into the world and mindset of CX leaders. If you liked this conversation and don’t want to miss future episodes, catch us on Spotify, YouTube, Apple Podcasts, Google Podcasts, or your favorite podcast app.
Here are our top takeaways from their conversation-
How customers feel while interacting with frontline employees and the quality of service they receive when they’re making that purchase influence customer retention and loyalty. As a sales leader, it’s your job to instil this experience-focussed culture from top-down by ensuring your frontline teams are informed about the importance of creating good customer experiences. One way to do this is by incentivizing and creating games around KPIs surrounding customer experience.
The first step to create a customer-focussed employee culture is having an understanding of your goals and reinforcing those goals through your behaviour. Putting micro-incentives in place not only makes working on the frontline fun but also ensures that employees focus on quantity as well as quality. A reward-based culture that compensates frontline teams not just for sales but also for certain actions and behaviors helps drive the importance of creating great customer experiences.
Communication is the key to unlocking the maximum potential of your frontline teams. When you expect them to perform certain tasks, you need to explain why those tasks are important. As a leader, you should communicate the ‘why’ behind tasks, explain how those actions will impact the business, and also talk about how the information they collect will be used. That, combined with action-based rewards, will ensure that the frontline doesn’t perceive customer engagement as a chore but rather as a sales enablement exercise.
Unique customer experiences can help you expand your business’ digital footprint if you know how to turn them into interesting marketing assets. When your frontline creates great experiences for your customers, they can be creatively used by your marketing team as a tool to help your brand stand out and attract more business. That’s a truly omnichannel way to create experiences that transcend the limitations of a single platform and help your business pivot with changing times.
