Organisations must develop a structure for frontline team to share their experiences

New Ideas in MarketingEssential news for marketers, summarised by YouGov
January 23, 2020, 2:51 AM UTC

Additionally, consistency too can let a brand gain accurate insights.

This piece suggests how companies could align their sales team with their brand message. Brands could adopt baseline testing to create bite-sized training with bullets and infographics describing the information to fill knowledge gaps.

Businesses must gather employee feedback to improve and refine training strategies. However, simply asking how they feel and their learnings can yield inaccurate results. Companies must create a structured forum for frontline teams to share their experiences. Incorporating structure, consistency, and follow-up can help brands gain accurate insights.

Sales representatives and customer success advocates who can hold in-depth conversations with clients are more likely to outperform those who don’t. Organisations who give employees the ability to put their own “authentic stamp on the interactions within guidelines” are high-performers and more customer-centric.

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