Learn how to deliver the best customer experience at scale
The moment that brands finally entrust their products to retailers should be the moment when months of planning and hard work begin to pay off in the form of positive sales figures and glowing customer reviews.
It’s undeniable that customer experience is crucial to the success of your brand. In fact, 84% of people say that the experience provided by a business is just as important as its products and 76% admit they would switch to a competitor after just one bad experience.
The numbers speak for themselves. The success of your brand hinges on the ability of frontline sellers to provide the best possible experience for customers. When sales teams fail or start to underperform, you risk sales plummeting and losing previously loyal customers.
Little control over the customer experience can make a brand feel powerless and a poor sales enablement strategy can hamstring your ability to engage with sales staff and ensure they have a clear understanding of your brand, your products, and how to position them.
Fortunately, with retail sales enablement platforms, there’s a way to improve customer’s experience.
Once your brand reps have spoken to retail staff, the information they imparted declines fast. In fact, according to a report by Xerox, 87% of sales training content is forgotten in a month. Combine this with the notoriously high staff turnover in the retail sector and you’re quickly staring at a situation where retail salespeople no longer know what your products can do for customers.
As a result, customer experience can start to suffer. Sellers who are unable to clearly explain to customers how your product can benefit them leave them unconvinced and unwilling to make a purchase, resulting in lost sales and poor brand visibility.
Worse, poorly informed sellers are likely to recommend your product to people who don’t need it or are really looking for something else. This results in dissatisfied customers complaining about the quality of your products, or even returning them to the store. One consequence of this can be negative feedback, which can affect your brand’s reputation.
By the time you become aware of these problems they may already be too entrenched to fix. Sending brand reps back out to stores is expensive, time-consuming, and isn’t always effective.
On top of this, communication between brands and retailers can be tenuous, making it difficult to intervene once things have started going wrong. In order to regain control over the customer experience and boost your flagging sales, you need to bridge the communication gap.
Sales enablement platforms can help you bridge that communication gap, connecting brands to their frontline sales associates, and allowing for a flow of resources that educate, enable and empower sellers to offer the best customer experience.
By enabling brands to rapidly identify underperforming sales teams and reach out to them to understand where things are going wrong, sales enablement platforms allow you to plug gaps in your sales team’s knowledge, whether by encouraging your sellers to revisit important promotional materials or by providing them with the additional information they need to do your products justice.
By providing easy access to promotional materials and useful video content, as well as deploying advanced gamification techniques designed to improve recall of key product information, the best sales enablement platforms can prevent the knowledge decay that drives poor customer experiences and damages your brand's reputation.
Additionally, while brands want to pass knowledge down the supply chain to sales staff, they can also benefit from knowledge being send back up the knowledge supply chain in the form of gathering insights from staff about how they’re receiving the brand’s content as well as any key pieces of information they’re able to attain as a result of being on the front lines serving customers.
A retail sales enablement platform such as Myagi makes it possible for brands to collaborate with their frontline sellers to ensure that they can produce the best possible experiences for your customers. This results in higher sales, happier customers and a highly successful product rollout.
If you would like to find out more about how Myagi can help you quickly and efficiently scale your brand training don’t hesitate to get in touch. You can click on the green circle on the right to chat with us anytime.