can tune into those “ Aha Moments ” when customers reveal their needs and cement powerful relationships .
A study by the worldwide management consulting firm McKinsey & Company found that problematic moments for bank customers were when they were most emotionally vulnerable . These were crucial opportunities for frontline team members to strengthen or break customers ’ bond with a company . “ After a positive experience , more than 85 % of customers increased their value to the bank by purchasing more products or investing more of their assets . Just as tellingly , more than 70 % reduced their commitment when things turned sour ,” according to the study .
Given the information , it is clear that every manager should teach their team members how to make the most of their customers ’ “ Aha Moments .” They must train their service employees to recognize these instances and provide them with practical ways to act on them . Nothing can replace the connection a driver or service team member forms during a customer interaction . You may be able to hunt for leads with mailing lists and phone calls , but nothing beats human interaction when it comes to bringing in sales .
Building Emotional Intelligence For Those on the Frontline
Your company can take steps towards building the emotional intelligence of your frontline team members during their interactions with customers . Doing so will strengthen your current customer relationships , help you find new ones and increase your growth .
Using McKinsey ’ s findings , my company , Wingmate , has identified three critical environmental levers that will significantly influence the emotional intelligence of your team members :
1 . Creating meaning and clarity of purpose for people in frontline work by addressing their thoughts , feelings , values , beliefs and emotional needs
2 . Improving the capabilities of team members and influencing their mindsets
3 . Putting structures , reward systems , and processes in place to back up these changes .
Mobilizing AI to Capture Customer Insights and Turn Them into Sales
Recognizing these challenges , Wingmate introduced an AI-based CRM platform that captures and communicates customer insights spotted by drivers and customer service reps and passes them on to the sales team .
It ’ s more than just a CRM tool . It ’ s a comprehensive lead capture platform that transforms service interactions into sales opportunities . Using the power of AI , the platform connects the field to the sales team , making it engaging for everybody to earn rewards , communicate and track sales and service . Our Mobile CRM and Web Dashboard are built specifically for the courier space .
32 customized logistics & delivery Magazine I winter 2024