With the busiest quarter of the year almost upon us, we at Statflo teamed up with some of our wonderful partners to have a chat about how to navigate Q4 in the unexpected year that is 2020.
Our Enterprise Customer Success Manager Sam Wagar hosted a panel discussion with Alison Zook, VP of Customer Success, Arcade, Mary Beth Cooke, Partner Marketing Manager, iQmetrix, and Patrice Ciccone, VP Client Services, Tracpoint. Together, these ladies shared some great insights navigating the COVID-19 uncertainty during this holiday season and provided a detailed approach to how to crush your Q4 goals amidst the pandemic.
Here are some of the key talking points
Maximize performance engagement
To maximize performance engagement, it’s important to align what matters to your employees with what matters to your business. There are some simple steps you can take to keep your employees motivated and happy throughout Q4.
Firstly, instead of running contests and incentives for your sales teams that take too long to show results, run short and quick contests more frequently. This will help you to keep your sales teams focussed on the immediate rewards.
Secondly, make sure that you provide plenty of reward options to your teams to choose from so that there’s something for everyone’s liking.
And lastly, don’t shy away from celebrating the little milestones that your team achieves and giving shout-outs to great behaviors. This culture of celebration makes the employees feel valued and keeps them motivated to work harder.
Implement omnichannel solutions
The way customers interact with retail stores has changed drastically in the last few months. They no longer dawdle in the stores but instead, they want to quickly and efficiently complete their purchases and leave.
The omnichannel shopping experience has gone on from being a ‘nice-to-have’ to an essential part of the retail business. Implementing omnichannel solutions like queue management, pay and exchange anywhere, and curbside pickup in Q4 will ensure that your stores are meeting your customers wherever they are.
Stand out with your customer communication campaigns
Make sure that your team has enough resources and time to effectively do customer outreach in a way that they truly add value to the customers through their communication. Because Q4 is the busiest shopping season, customers are likely bombarded with constant promotional messages. In such a scenario, your team can stand out with their creative approach of reaching out to customers and genuinely caring about their problems.
Also, crushing Q4 ultimately comes down to good planning and execution that starts in advance. Usually, sales teams start reaching out to customers at the last minute, trying to hit the last-minute targets. That approach will not be so successful this year given the risk of long queues and waiting times.
Ideally, stretch out your campaigns over a few weeks instead of just running campaigns some days before the holidays. That will give you enough time to keep things safe and clean as opposed to risking the health of your customers and employees during the peak holiday rush.
Utilize the power of digital media
From creating customized digital coupons to using social media to increase engagement for your campaigns through employee advocacy, there are infinite opportunities for your business to generate traction with digitization. Create posts for your followers on social media, use ad campaigns to boost the reach of your active offers, and communicate effectively with your customers using digital forms of communication. This will help your brand reach more people in a shorter timeframe and generate more profit in Q4.
Sam Wagar, Statflo
Mary Beth Cooke, iQmetrix
Patrice Ciccone, Tracpoint
Alison Zook, Arcade