This year Allegra sponsored a marketing webinar series featuring branding specialist Carla Johnson. In each session, Carla has discussed the different stages of the customer journey and how to reach the customer where they are at in their journey.
In the first webinar “Impact Branding: Find and Amplify Your Brand’s Uniqueness,” she discussed ways to build your branding to attract prospects in the awareness stage and provided tips on how to convert those in the consideration stage into customers.
In the second webinar, “Chemical Attraction: Transform Lukewarm Leads into Loyal Customers,” Carla discussed how to engage those prospects in the purchase stage and create exceptional customer relationships.
In the third and final Allegra webinar for 2019, “Behind the Curtain: Inside Tips to Wow Your Best Customers,” Carla focused on the retention and advocacy stages of the customers’ journey and provides insightful tips to wow your existing customers and encourage them to become brand advocates.
Customer service should be a priority for every business but being able to deliver beyond that is what helps gain loyal customers and set your business apart from your competitors. The approach suggested in this webinar recommends understanding what it takes to make and keep those long-lasting relationships.
The most successful customer relationships start with successful employee relationships. This is why it’s essential to pay close attention to the people in your company and those you hire because they will ultimately be the ones who will represent your brand.
According to Gallup’s State of the American Workforce Report, companies with engaged employees outperform those without by up to 202%. To engage your existing employees Carla suggests these three ideas:
Teach your employees about the customer journey and how their interactions at each one of these stages will shape the foundations of the customer experience. Make sure they focus on building long term customer relationships rather than short term transactions and provide them the necessary tools to help create fantastic experiences that will keep your customers coming back.
Empowering your employees means giving each one of your employees the authority and autonomy to make decisions about specific organizational tasks. By doing this, you will help encourage stronger job performance and job satisfaction.
Here are five ways you can empower your employees:
- Hand out responsibilities
- Make guidelines and best practices clear
- Encourage communication
- Offer individual and peer coaching
- Allow opportunities for growth
Employee activation is about encouraging employees to organically create and share content about topics they are interested in. Making sure the people who work for you feel appreciated and valued can help your company in return. If you make your employees feel valued, they will feel inspired and will help promote the company in return.
To get started implementing these ideas at your company follow these simple guidelines:
- Evaluate the customer journey and asses what things are currently in place to ensure excellent customer relationships at your company.
- Prioritize the places where this experience may need more attention.
- Commit to delivering exceptional experiences and continuously improve how you educate, empower, and activate your customers.
If you are looking for more ideas to help improve your employee relationships, Allegra can help. Contact us to learn and ask about our promotional gifts for appreciation, personalized brochures and training manuals, or the recognition awards and certificates we offer. To listen to the full recording of this webinar series visit: https://allegrawebinars.com/