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Throughout the years, digitalization of the retail world has simplified the journey of buying items where most individuals make use of the internet to explore before coming to a purchase decision. Besides, online purchases are now a familiarity and online-to-offline e-commerce was the secret to success for many retailers these days. The pandemic drove more people online, but for those who still prefer in-store experiences, merchants needed to improve their online-to-offline (O2O) strategies to welcome customers. This is also a new retail technique that converts online traffic into in-store purchases. In the future, even after the COVID-19 epidemic is over, its effectiveness is unlikely to wane.

Consumers often first discover a company through its marketing efforts, whether through sponsored content on social media or print ads for particular products. Adding to that, reaching target customers both online and offline is critical to a brand’s success today. If these tactics aren’t linked, the messaging at various touch points can become diluted and inconsistent, confusing customers rather than enticing them to know more about the company’s services, let alone make a purchase.

In order to complement both online and offline activities for success, let’s take a look at five O2O strategies retailers can practice to win customers’ hearts.

1. Formulate a cross-promotion strategy
2. Go omnichannel to meet consumer needs
3. Bring online traffic to offline traffic (O2O Traffic)
4. Ensure consistency in your brand
5. Consider investing in local SEO

1. FORMULATE A CROSS-PROMOTION STRATEGY

To advertise your company, you can utilize both offline and internet marketing strategies. You can use online tactics to promote offline marketing products. For example, if you’re planning a large television commercial for a particular season or event, you use this social media to increase your offline reach. To promote excitement, you might use a countdown, preview, or banner ad on your website and social media channels. Similarly, you can employ creatives for your offline channels, such as print ads and collateral, to urge your consumers to visit an optimized landing page to capture their contact information for future follow-ups. Then offer something of value, such as a free ebook, white paper, or guide, to boost your results.

Other than that, rather than siloing online and offline marketing platforms, employ them in concert. You can achieve this by promoting offline products using internet media and vice versa. Let’s say you’re releasing a new item and want to raise awareness by arranging an offline function where people can check it out for free. It’s a common practice among restaurants and food and beverage enterprises to give customers a sample of their new items. You can inform your social media followers about this and start promoting your store. This has the potential to boost event attendance and customers’ overall engagement.

2. GO OMNICHANNEL TO MEET CONSUMER NEEDS 

In general, retailers can increase its customer base with an O2O commerce approach than they can with a walk-in strategy. Not everyone who passes by your physical locations will stop in when they have the opportunity. The vast majority of shoppers use the internet to study new products as well as using social media platforms to assist them in making purchasing decisions. According to Forbes, modern consumers generally use two or more devices when making a purchase.

Most companies, when they find one channel which is trending at the moment, they tend to tap into that specific channel and put all their marketing efforts in, but it can be quite hazardous. For businesses to properly implement these omnichannel strategies, they need to pay attention to all channels and respond to the inclination of their consumers. In addition, going omnichannel adds even more value because it increases the quantity of data available to merchants and allows them to gain greater insight into their customer base.

Now, let’s imagine you’re a shop and you know from one of your channels and internet data that “Shopper X” looks for sports clothes gear in the morning and again in the evening on a specific day. By combining this information with offline data, you can begin to create a more detailed profile: a professional who enjoys sports and is between the ages of 25 and 35 attends sports centers on weekends. With this data in hand, you can now participate in some smart advertising, such as giving Shopper X personalized brand portfolio on an internet-connected gadget when he visits your competitors’ stores.

3. BRING ONLINE TRAFFIC TO OFFLINE TRAFFIC (O2O TRAFFIC)

Taking full advantage of O2O conversion tracking and traffic, businesses should consider customers as multidimensional individuals and work to develop a unified view of them across CRM, DMP, and digital platforms. On top of traditional sources, they should stack as many information sources as possible. Aside from being introduced to a brand or product online, there’s a lot more to the consumer journey. Consumers are continuously moving around the real and digital worlds – knowledge about how they engage with the environment, from what they see on screen towards where they shop to their brand preferences, may help brands better understand their customers.

Moreover, businesses may then ‘pull the correct levers’ to create the optimum consumer experience within their physical locations after they have the right data and insight across their online and offline worlds. For instance, asking questions like – which internet ads, for example, attract the most foot traffic to the stores? Which product is often explored online before being purchased offline – and hence requires actual stocking in stores? Businesses can later evaluate each ad type, evaluate the impact of alternative placements and creativity, and learn how particular audience segments responded, thus bringing them to your offline stores.

4. ENSURE CONSISTENCY IN YOUR BRAND 

According to marketing managers, a consistent brand message will go a long way towards connecting you with your intended audience. When you consistently communicate to consumers about your brand message, it makes your marketing become extra reliable and potentially more convincing which in return will drive positive results.

Going offline, your business signage should be consistent with the design and theme of your website and social media pages. Customers may become perplexed if there is a gap between what they see online and what they see in person. The same thing goes to applying things online. Customers should notice uniformity across all of your digital content, from the corporate website to social media pages.

Furthermore, some branding modifications are unavoidable, especially if your business has been established for a long time. Once it comes to branding, adjustments should be made gradually and prudently. Changes in your online or offline branding can take your clients off guard and leave them perplexed. Should you need to renew or update anything, the first step is to notify your consumers and explain why these changes are being made. Even better, engage your customers and ask their input to turn them into active players.

5. CONSIDER INVESTING IN LOCAL SEO

Despite going into the modern world, offline SEO is still a bit of a mystery for many businesses. Many people make the mistake of ignoring SEO in their offline marketing because they believe it has no bearing on their online results. It’s apparent that internet SEO is working when consumers find a company through keyword research.

Consumers approach physical establishments with confidence based on user ratings, social proof, and a strong online presence, resulting in heightened expectations for offline encounters. Companies must guarantee that their physical service is consumer-centric, much as SEO must appeal to people rather than machines. It should be reflective of your online SEO, enhancing the value, importance and connections that your digital marketing has established.

In SH Retail Academy, we combine application successes that are time-proven from Senheng with the latest knowledge and concepts to bring effective retail industry training programs for SMEs in Malaysia. Beginning from the formulation of our training program outlines, content and delivery methods; each process is derived using retail thought process and retail needs. Should you need any assistance, be it offline or online, we’ve got you covered with more valuable tools.

Find out more and kick start your journey today by reaching out to us here.

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“WOULD YOU FOLLOW A GOOD COMPANY OR A GOOD BOSS?”

I pondered this question during working life in corporate , and even asked my friends or colleagues. Obviously, the answer is not straightforward. Some may say, a good company provides a healthy culture to work in.

Isn’t it true that you spend most of your time working with your boss, learning or receiving guidance from them? A Gallup poll of more than one million employed U.S. workers found that a bad boss or immediate supervisor is the number one reason people leave their jobs. Around 75% of workers who voluntarily quit their jobs did so because of their supervisors, not because of the job itself.

Our boss leaves an immediate impact in our working life. Therefore, having a good boss is vital to our career growth and even our mental health in the workplace.

The question is, how do we know we have a good boss?

1. YOUR BOSS DOES NOT KNOW IT ALL.

This does not mean a good boss should have no prior knowledge in the work field. A boss with good technical knowledge may be credible, but it may not be the most important criteria to become a good boss in 2021. Instead, right leadership skills play a more important role. Check out the Top 10 leadership skills here.

As times are changing very quickly, with the blooming of technology, retail businesses are transforming to New Retail, a good boss recognizes that they may not have all the answers or all the knowledge. Retail leaders like Jack Ma, Ren Zheng Fei recognize that they are not technology experts in their company (which has very advanced technology). Instead, they hire and empower these experts to do the job.

To a good boss, it’s ok not to know everything. They empower their people and even admit their mistakes when they are wrong.

2. YOUR BOSS IS AN EFFECTIVE COMMUNICATOR

Miscommunication tends to happen in the workplace. It is worse if you receive abstract instructions or directions from your boss. You seriously have no clue what to do or when the due date is up. A boss who can give clear instructions and explanations at work, will definitely be of great help.

With regards to effective communication, many bosses make the mistake of talking too much, without getting much feedback from his or her team. A good boss will allow their staff to have the freedom to think and speak up. They ask many questions to understand their staff, for example: how this thing is being done, what you like about it, what could be improved, how can we be more efficient etc.

3. YOUR BOSS CREATES A CONSTRUCTIVE ENVIRONMENT

Any questions? Any feedback? Any ideas? Often we hear this in the meeting room, usually it will just be silence when our boss asks that. Many people are afraid to say things against their boss’ ideas, or even propose ideas because they have to do more work after saying it.

This is where a good boss comes into play. They will take initiative to create the environment of “it is ok to challenge my idea”, which allows open communication and collaboration.

Also, the employees will receive instant feedback whether they have done a good or bad job. This is much more appreciated alongside the “I Want It Now!” instant gratification behaviour of the current generation.

4. YOUR BOSS IS NOT A SPOTLIGHT GRABBER.

Typical bosses always want to get the spotlight so they look good in front of their bosses.

Good bosses put their team in the spotlight and acknowledge successes as a team effort.

And they always want to see you succeed. They are prepared to guide and coach you, or even be strict to you. Because your success is their success.

5. YOUR BOSS KEEPS MEETINGS TO A MINIMUM

What really drained employees’ motivation at work? Endless and useless meetings.

Especially during COVID period, many people are still working from home, imagine back-to-back ZOOM or Microsoft Team meetings, which adds extra stress and exhaustion to the employees.

A good boss knows that, and he or she will definitely want to boost, not kill productivity. Setting a productive meeting will be a great relief for the employees.

To sum it up, having a good boss is important. I would choose to follow a good boss, rather than a good company. Of course a good company + a good boss is the best combo we could ever wish for.

If your boss has the 5 signs that we shared in the article, you are very lucky and stay with your boss.

If you are a boss, please follow these 5 good practices to build your team. All the best!

Want to learn more about leadership, specifically retail leadership? Do check out our Leadership or Personal Development program. More case studies will be shared 🙂

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A smart retail manager needs to be able to wear multiple hats without jeopardising any aspect of their job. Being a competent retail manager necessitates demonstrating strong leadership abilities. Given that the range of skills is so broad, we’ve compiled a list of 4 skills to assist you to succeed in your retail leader’s position.

4 IMPORTANT SKILLS OF RETAIL LEADER

1. Quick Decision-making skill
2. New retail approach
3. Communication skills
4. Mentoring skills

1. QUICK DECISION-MAKING SKILL

The retailers need to make multiple decisions during the day. They will be responsible for dealing with tough customers, making split-second judgments, and guiding other salespeople to make the best decisions possible. When faced with a vital decision, your retail leadership talents will be put to the test and objectively looking at the facts can be difficult. Some retailers tend to procrastinate on making tough decisions. Retailers deal with tricky questions such as is this plan will affect customer satisfaction in a negative way. If this is the case, retailers can use PDCA to make quick and effective decisions. Consider this scenario: you’ve received numerous customer complaints about your support team’s sluggish response time. Then, in order to keep customers happy, you’ll probably need to improve the way your team works. This is when the PDCA principle comes into play.

2. NEW RETAIL APPROACH

New Retail is a retail strategy that combines offline, online, logistics, and big data to improve the consumer experience. Retail leaders may use the omnichannel strategy to provide customers with a fully integrated shopping experience by combining digital and offline experiences. The retail leader gets to utilize consumer data and interaction with customers no longer limited to face to face contact when customers step into the shop, but a New Retail approach enabling the connection between all the company’s touchpoints namely website, social media, physical store, communication channels via the web and mobile, allowing customers to move seamlessly through their shopping experience. With that, retail leaders also get to know how consumer behaviour changed and meets the new demand of consumers.

3. COMMUNICATION SKILLS

To be a successful retail leader, you’ll need to be able to effectively communicate your ideas and listen to your employees. You’ll also need to be at ease and confident while talking with other stakeholders in your company, such as clients and your own boss. Moreover, encourage your staff to communicate with you and practise open communication. Be willing to listen to your staff, even if what they have to say isn’t pleasant. Conflict is less likely to happen when employees are encouraged to share their thoughts in a courteous manner. Practice open communication and accept both positive and negative feedback.

4. MENTORING SKILLS

Some employees will wish to advance their careers in retail. Therefore, it’s time to empower your coworkers. A competent retail manager will identify people who have the potential to be great leaders and mentor them to help them reach their full potential. Take the time to share your knowledge with your colleagues to help them avoid potential problems. To maintain the crew customer-friendly, leaders must know how to deliver constructive feedback based on job performance.  If you’re having trouble finding time to mentor everyone on your team, consider pairing more experienced employees with newer employees to form a mentor-mentee relationship.

These are the key skills which include decision-making skills, the New Retail approach, communication skills, and mentoring skills that need to be equipped by the retail leader. Being a competent retail leader that entails a variety of skills. You’ll need to be resilient as a lot of tasks can be thrown at you in a day. These suggestions can help you become a better retail leader for the success of your team. All the best!

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Delegation and management are no longer the sole responsibilities and roles of today’s leaders. Instead, when it comes to effective leadership, issue solving is not only a valuable skill, but also a critical function for executives to play. With these 5 ways, solving problems will not seem like a huge deal any longer.

THE MOST EFFECTIVE WAYS LEADERS SOLVE PROBLEMS

• Stop the blame game
• Identify, define and analyze the problem
• Make use of PDCA
• Transparent communication by breaking down silos
• Develop an open mind

1. STOP THE BLAME GAME 

The first thing many people do when something goes wrong is hunt for someone to blame. The practice is widespread, but it’s not only ineffective; it’s also a symptom of poor leadership. Stop blaming and start seeking for answers if people want to stand up and be leaders. Yes, it is frequently required to correctly identify the source of an issue, but this is not leadership in and of itself. After you’ve discovered an issue, the first thing you should do is ask yourself, “How can you solve this?”

So, let’s take a look at problem-solving from the perspective of personal accountability. After all, we’re meant to act like grownups, not kids, because we’re an apparently enlightened species. When you make a mistake, make it your primary goal to figure out how to prevent it from happening again.

Finding out what happened is often a necessary part of correcting an issue, but let’s not fool yourself into thinking you’ve accomplished something valuable simply by identifying someone to blame. Examining the four P’s: People, Products, Policies, and Procedures, is one technique to handle problems.

2. IDENTIFY, DEFINE AND ANALYZE THE PROBLEM 

If a solution is implemented too soon, it may not entirely address the issue. Rather, spend time analyzing and identifying the extent and nature of the problem so that you can come up with a few good ideas before acting. Don’t mistake the problem’s generic name with the problem’s true definition.

To really clarify the issue, say something like, “I know our department expected twice the revenue reflected in the estimate here, and just three salesmen from a team of ten are represented.” Then you must determine when and what the resolution should be: I need the accurate prediction for a board meeting in one week.

You should also consider how the situation has impacted the company’s overall performance. Perhaps the sales prediction report had an impact on other departments in the organization as well in the example above. To comprehend the scope of the impact, look for overarching trends and ask questions about who, what, when, where, why, and how. The goal is to identify the fundamental problem so that you can apply a long-term remedy rather than a Band-Aid.

3. MAKE USE OF PDCA 

The Plan-Do-Check-Act framework as a technique of arranging problem solving and continuous improvement. It takes a straightforward method but delivers a powerful message.

Plan: Determine the issue, desired outcome, and the facts. Begin by defining the reasons and working way to the core causes.

Do: Improvements should be implemented and tested.

Check: Check to see if it worked and go over the data.

Act: Standardize the improvement if it worked. If not, go on to the next problem and continue the PDCA process.

The leader’s job is to make sure that the PDCA model is being followed correctly and that individuals are learning how to use it. They must also be aware of their own processes and systems. They will be in the best position to make informed and accurate modifications if they understand them through monitoring and measuring facts. The leader also makes sure they don’t make hasty judgments. This is a common blunder made by many unskilled practitioners. It also leads to unfinished solutions where problems resurface on a regular basis.

4. TRANSPARENT COMMUNICATION BY BREAKING DOWN SILOS 

Transparent communication necessitates the dismantling of silos and the creation of a boundary-less company with a culture centered on the improvement of a healthy whole. Silos that aren’t essential invite hidden agendas rather than efficient cross-functional collaboration and problem solving. Most workplace issues stem from organizational silos, which is why many of them never get resolved.

This is why today’s new workplace must embrace an entrepreneurial culture in which employees can freely roam and collaborate to solve problems; where everyone can be a passionate explorer who understands their own workplace dot and its intersections. When you work in silos that may prevent you from having any influence at all, this is nearly impossible to assess.

Problem solving is more challenging in a company where silos exist since you are more likely to be dealing with self-promoters rather than team players nurtured by a cross functional setting. It becomes increasingly impossible to help make anything or anyone better when you operate in a compartmentalized atmosphere where everyone wants to be a star. This is when solving problems becomes a frustrating task.

By dismantling silos, a leader can more easily involve his or her people in getting their hands dirty and working together to solve challenges. It becomes less about business politics and more about finding answers and strengthening the company.

5. DEVELOP AN OPEN MIND

Many people like causing unneeded confusion in the workplace so that their inefficiencies are never exposed. Loafers and leeches are the types of people who make it difficult to solve problems by slowing down the process in order to make oneself appear more significant. Discover the organization’s lifters and high-potential leaders to see examples of the advantages of being open-minded and how this leads to increased innovation and initiative.

Risk is their best friend for open-minded people who see beyond the obvious details in front of them. They confront issues head on and get down to business promoting development and innovation. Close-minded employees flip things around to make it about them rather than what it takes to turn a problem into a fresh opportunity. With this explanation in mind, the next time you’re confronted with a real situation, pay close attention to what others are doing.

The biggest enabler of growth and opportunity is problem solving. This is why failure is regarded as the most important lesson in business and life. Be the leader who demonstrates maturity, acts bravely, and holds people accountable. Each of these lessons can help you become a master problem solver if you use them. Every event teaches us something new. Accept problem solving and all of the hidden treasures it contains.

In SH Retail Academy, we combine application successes that are time-proven from Senheng with the latest knowledge and concepts to bring effective retail industry training programs for SMEs in Malaysia. Beginning from the formulation of our training program outlines, content and delivery methods; each process is derived using retail thought process and retail needs.

Find out more and kick start your journey today by reaching out to us here

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If we’ve learned anything during this pandemic, it’s that things can change overnight. Changes we thought we’d have years to plan for and consumer behavioral patterns we thought we’d be able to maintain indefinitely have all changed.

This period has ramped up previous efforts to innovate and has forced online retailers to rethink the way they approach consumers. So it’s safe to say tha the pandemic has accelerated the transition to a more digital world and sparked changes in online shopping habits that are here to stay.

HERE ARE 6 MAJOR SHIFTS IN THE E-COMMERCE SPACE

1.ADVANCED COLLECTION OF DATA

Data analytics can now reveal in-depth consumer purchasing habits such as preferred products, prices, payment methods, buying priorities, and so on. This data is useful in helping better understand your audiences’ unique desires and needs, which can then be used to develop effective offers and marketing strategies to entice users.

2. IMPROVED SUPPLY CHAIN MANAGEMENT

Online retailers can use AI solutions to monitor goods all across the supply chain. Smart solutions are able to ensure product quality as well as track delivery times to improve the efficiency of transportation logistics.

This can also be used to keep customers updated throughout their order process, – from order confirmation to order fulfillment. It’s a good way to boost customers’ confidence in their purchases while they wait while giving them a sense of control.

3. A STRONG FOCUS ON COMPETITORS’ PERFORMANCE

With increased e-commerce demand, online retailers will face wider crowds coupled with greater competition. Agile marketing, distribution, and promotional planning will be critical.

Offering a unique array of inventory that appeals to your customers’ demographic and physiological needs will also be a significant factor in retaining existing customers and attracting new ones.

Online retailers will need to formulate a strategy in real-time by staying updated on competitor insights and market movements.

4. SMOOTH ONLINE CHECK OUT

Customers who encounter a lengthy or limited check out process are more likely to abandon their shopping carts. To avoid this, offer multiple payment methods and ensure that your page speed is optimised so that users can check out quickly without hiccups.

5. PRICE COMPLIANCE

The pandemic has shifted demand-supply dynamics. Price gouging has become common in many countries as a result of increased demand for certain goods. To earn your customers’ trust and loyalty, your pricing strategies must not only be profitable but also comply with industry regulations.

This applies to both online and offline retailers, but is especially critical for e-commerce businesses because customers can easily compare prices online. As a result, offering market-based prices will be essential to remaining relevant. This brings us back to the previous point about staying up to date on your competitors’ market movements.

6. STRONGER COLLABORATIONS

When times are tough, people need to come together to lend a helping hand – and this is true for e-commerce stores that aim to provide customers with an all-in-one shopping experience. Presently, there’s a rising trend of different niches joining forces to provide additional value to their audience.

For instance, a fitness studio and a vegan restaurant both attract health-conscious consumers. When they form an alliance – be it through joint promotions or joint platforms – it gives their audiences more to look forward to while also giving each niche the opportunity to attract new customers.

GET YOUR TEAM EQUIPPED

To fully comprehend these changes and strategically apply them to your business model, equip your team with our New Retail and Retail Management training programme.

In this programme, you’ll gain valuable insights on digital transformations, the utilisation of current platforms, and a guide on how to develop growth-oriented strategies.

For more information on how to kickstart your New Retail journey, contact us here.

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You’ve heard it a million times over the past year – from consumer purchasing habits to industry standards, the pandemic has drastically reshaped the retail landscape. Hence, adaptability is a must to not only survive, but thrive.

The age of the pandemic comes with a wide range of trends that are quickly increasing and evolving. While there are numerous trends to watch out for in 2021, here are five staple trends that may stay for the years to come.

5 BIGGEST RETAIL TRENDS FOR 2021

• Omnichannel retail
• Social media presence and advertising
• Personalised, data-driven customer journeys
• Direct-to-Consumer (DTC) practices
• Same day deliveries

1. OMNICHANNEL RETAIL

Over the past year, more and more retailers have begun to offer an omnichannel shopping experience for customers. One of the ways this can be done is by enabling customers to pay for products online, but pick them up in-store using click-and-collect services.

While the general pattern has been for offline retailers to move into the digital space, it can also be beneficial for online retailers to develop a brick-and-mortar presence. This helps provide a well-rounded shopping experience for customers.

2. SOCIAL MEDIA PRESENCE AND ADVERTISING

Gen Z consumers spend significantly more time consuming content online. And with many still operating under work-from-home conditions, this means that they’re expected to spend more time on social media than ever before.

Hence, social media advertising is becoming exceptionally useful. The significant advantages and Unique Selling Points can be well demonstrated in a manner more engaging than traditional media outlets.

Customer journeys are also shortened by social commerce because they can complete their purchases directly on the platform rather than being redirected to an online or brick-and-mortar store. This simplified purchase process makes it significantly easier to increase brand awareness and stand out among competitors.

3. PERSONALISED, DATA-DRIVEN CUSTOMER JOURNEYS

Many retail websites already suggest products based on previously viewed or purchased items. Personalisation can be further improved with AI technology to allow product suggestions to be updated in real-time based on customer needs, interests, or potential desires.

The entire customer base can then be divided into clusters with similar characteristics such as device, frequency of support requests, shopping cart value, and much more. This allows retailers to maximise personalisation throughout the customer journey on their website.

4. DIRECT-TO-CONSUMER (DTC) PRACTICES

Companies can offer their products directly to consumers using DTC channels, removing any need for third-party aids such as suppliers and distributors. The key benefits of a DTC structure include:

• Better control of your branding
• Higher margins
• Consumers prefer to buy directly from manufacturers

5. SAME DAY DELIVERIES

There is a high demand for doorstep deliveries when it comes to online retails. While shipping delays and supply chain issues are common challenges in today’s day and age, small businesses can outperform large-sized retailers by providing same day deliveries.

Local retailers are closer to their customers and can set up the necessary systems to deliver products to them more quickly, potentially leading to increased sales. This will also encourage people to join the #SupportLocal movement that’s trending on social media.

The pandemic has fiercely accelerated pre-existing digital market trends and developed new trends. With the advancement of technology being a key player in the retail industry, you can expect more digital-savvy trends to rise in the near future.

To thoroughly understand these trends and strategically apply them to your business, equip your team to be fit for the “New Normal” with our New Retail and Retail Management training program which covers the following areas:

• The impact of digital transformations
• Platforms that are thriving in this new era
• How to create growth-driven strategies
• How to design your own blueprint for success

Kickstart your journey today by reaching out to us here.

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The fast-growing digital space has drastically influenced consumer behaviours and desires. While this has rendered certain business practices obsolete, telemarketing isn’t one of them!

Yes, you read that right. Telemarketing should still remain a top priority to generate leads.

In order to effectively communicate and manage the needs of your target audience, emotional intelligence is key – a component which will be difficult to replicate by technological advancement.

Emotional intelligence is the ability to comprehend and accommodate other views, it’s a skill that provides support, education, and persuasion for your customers. With that said, telemarketing paired with today’s tech-driven culture can pave the way for greater leads, in-depth market analysis, and for you to stay ahead of competitors.

5 REASONS WHY TELEMARKETING IS STILL RELEVANT FOR LEAD GENERATION

1. IT GOES BEYOND GETTING COLD LEADS

Telemarketing is more than just cold calling to get new leads. As customer retention becomes increasingly important for businesses, telemarketing can play an essential part in pushing repeated purchases, and even reinforcing the interests of customers that may be starting to develop doubts about your brand.

In turn, this can reflect greater engagement rates and higher reach for your business’s newsletters, events, campaigns, and mass advertising.

2. ADDS A PERSONALISED TOUCH TO YOUR SERVICES

When telemarketers address customers in a friendly, human manner, it encourages customers to be more receptive to what is being offered to them. This is especially true if the telemarketer speaks your customer’s native language.

Telemarketers help make your customers feel heard – something few other lead generation channels can do.

3. HELPS BRING IN MORE HIGH-QUALITY LEADS

Lead quantity and lead quality are not the same.

With telemarketing, you’re able to better track customer behavioural patterns and levels of engagement. This info can then be used to create more effective online marketing materials and more targeted campaigns to generate even more inquiries and qualified leads than ever before.

Your telemarketing team can also use networking sites like LinkedIn to determine who they’re speaking with and whether they’re the correct contact. This is yet another method of data collection that will assist telemarketers in discovering and nurturing strong leads.

4. IT SPARKS CONTINUED CURIOSITY AND INTEREST 

A great telemarketing strategy lays the groundwork for an ongoing discussion about your company’s offerings, values, goals, and future initiatives – in person too!

It enables both existing and potential customers to gain a better understanding and appreciation for what your company stands for, which can be further amplified with your digital marketing efforts.

A better understanding of your business means greater conversion rates, sales, stronger customer loyalty and effective word-of-mouth testimonials.

5. DO IT RIGHT WITH DIGITALISATION

Telemarketing can still be relevant – but only when done right. In today’s era, that means thinking bigger to incorporate digitalisation.

So, what does that look like? Various digital customer management systems can be incorporated so that your team of outbound callers have enough context when making their calls. Having as much customer data as possible allows your telemarketing team to engage with prospects in a more personalised manner.

Insights gathered during the calls can also be delivered back into the system, allowing patterns and similarities to be gathered and analysed later on.

EFFECTIVE TELEMARKETING DOESN’T COME OVERNIGHT…

All in all, a great telemarketing strategy combined with other digital sources of communication can guarantee your business as a strong contender in today’s competitive market.

If you’re searching for reliable and resilient telemarketers to be on your team, it all starts with quality training. Now, you can tap into valuable telemarketing insights from industry leaders in our upcoming training – Telemarketing 2.0. Get in touch to find out more.

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Lack of growth can be frustrating in running a business. This is especially true in telemarketing – after making dozens of calls on a daily basis, a lack of forward momentum in your KPIs can be extremely disheartening.

Before you can harvest great results, you need to first ensure that your telemarketing strategy is on point. Now, if you think telemarketing is merely about picking up the phone and following a call script – you’ve got it all wrong.

5 WAYS YOUR TELEMARKETING STRATEGY MIGHT NOT BE EFFECTIVE

1. YOU HAVEN’T IDENTIFIED THE BEST POTENTIAL CUSTOMERS 

Here’s the harsh reality –  even if you have the best product in the world, it will be irrelevant to someone who simply isn’t looking for it. Marketing isn’t about persuading people who don’t need your product to suddenly fall in love with it. It’s all about finding people who are looking for a product similar to yours and convincing them that yours is the best for them.

You can start with identifying all the key characteristics that define your target audience to avoid calling the wrong group of people. Take some time to consider the demographics and psychographics of potential buyers who will most likely stay on the line when you call.

Demographics: 

• Age
• Socioeconomic status
• Location
• Gender
• Race
• Education
• Marital status

Psychographics:

• Buying habits
• Hobbies
• Values
• Interests
• Lifestyles

2. YOU AREN’T TAKING CUSTOMER FEEDBACK INTO CONSIDERATION 

If you’re not listening to customer feedback, the process of identifying your target audience is rendered useless. Feedback allows you to improve your retail management strategies according to your customer’s preferences for better results.

If feedback is not given or unclear, you can ask questions to collect feedback from your customers. During this time, take note of what language or tone the customer is conveying when you communicate with them.

Possible questions to ask when collecting customer feedback:

• Where did you look before coming to our store/website?
• What are your main concerns or questions about this product/service?
• What problems are you hoping to solve with this product/service?
• How was your last experience with us?
• Why haven’t previous products/services worked for you?

3. YOUR STAFF HAS TOO MUCH ON THEIR PLATE

You may have given your telemarketers too many tasks to complete in a day. Telemarketing is a tricky road to navigate, so it’s crucial that your telemarketing team are motivated and not overwhelmed.

Remember that telemarketing requires time and effort to build rapport with your customer base, so check in with your team to make sure they feel valued and are given a reasonable workload.

4. YOUR TEAM FINDS IT DIFFICULT TO COMMUNICATE OVER THE PHONE

You can definitely speak well about your products/services over the phone – the challenge is determining if the person on the other end of the line is actually taking an interest in what you’re saying.

You must ensure that either your in-house telemarketing team or the telemarketing company you’ve outsourced is competent and knowledgeable in executing your retail management strategies.

Key traits in excellent communicators include:

• Speaks at the right pace
• Fluent in the language they are speaking in
• Speaks with conviction and confidence
• Does not sound robotic
• Engages with the customers well
• Ability to improvise

5. YOUR TEAM LACKS PROPER TRAINING

Lack of quality training (or no training at all!) could be the root of all your telemarketing issues.

Even if your team is highly skilled and experienced in telemarketing, they might not be able to advocate for your products/services without knowing the product/service inside and out.

Training should involve: 

• An insight to your product/service’s Unique Selling Points (USPs)
• An insight to your brand’s voice, values and mission
• Common issues that customers face
• The lingos and terminologies used in a particular field
• Telemarketing script
• Mock call sessions

Telemarketing is not a quick fix, nor is it an easy process. When done correctly however? Expect to reap a variety of benefits that will boost your business’s name in the market.

If you’re still ironing out the structure in your telemarketing strategy, SHRA can help get you and your team equipped for the job! Discover our Telemarketing 2.0 Corporate Program today!

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Working from home was once thought to be a luxury reserved for freelancers and jobs involving a high degree of flexibility.

As a result of Covid-19 however, it’s now become the new normal across all major industries. Trial and error is the foundation of all new things, and working from home is no exception.

WHAT ARE SOME PROS OF WORKING FROM HOME FOR EMPLOYEES?

Working from home eliminates a number of barriers that make working from the office difficult. Not only will you save time and money, but also the mental stress that comes with a traditional 9-5 job setting.

1. SAVE TIME AND MONEY ON TRANSPORTATION

Eliminating the commute to work has a number of long-term benefits, including savings on transportation, fuel, vehicle maintenance, meals, and so on. You’ll also save a significant amount of time. In other words, you can afford to hit the snooze button on your alarm clock!

2. HAVE MORE CONTROL OVER YOUR WORK

Say goodbye to micromanagement, clocking in and out of work, and a variety of work protocols that simply can’t exist in a remote working environment. You’ll begin to experience increased autonomy and creative freedom that you may not have experienced in a physical work space.

3. GAIN FLEXIBILITY AT WORK

Working from home allows you to have more flexible hours, enabling you to spend more time with your loved ones and pursue your hobbies. For instance, you’ll now have the liberty to try out new recipes in the kitchen between your virtual meetings.

WHAT ARE SOME CONS OF WORKING FROM HOME FOR EMPLOYEES?

Now that we’ve gone over the benefits of working from home, it’s time to weigh them against the drawbacks.  Like anything else, remote work isn’t without its flaws. In the end – it’s up to you to decide if the pros outweigh the cons and vice versa.

1. INCREASED FEELINGS OF ISOLATION

Working long hours with no face-to-face discussions or social interaction with team members can be incredibly hard. The prolonged confinement in your own space can cause cabin fever among many other mental health challenges.

2. LACK OF EQUIPMENTS 

To work more efficiently, you may require specific equipment, softwares, and gadgets that are typically available within reach at work. The absence of these tools may reduce the quality of your work, lengthen the time required to complete your tasks, and complicate the workflow between you and your teammates.

3. DISTRACTIONS

One of the advantages of remote work is the window of flexibility that enables you to have more time for leisure in your day. On the flipside, this can quickly turn into a disadvantage when unavoidable distractions from your home start interfering with the quality and efficiency of your work.

WHAT ARE SOME PROS OF WORKING FROM HOME FOR EMPLOYERS?

The transition to working from home can be a real nightmare for employers because there are numerous aspects to remodel, eliminate, and improve on in order to make remote work a viable business option. But all’s not lost – WFH does come with an array of benefits that you wouldn’t get in a physical workspace.

1. SAVE COST

One of the biggest concerns of working from home is that the business will suffer financially. Hear us out – switching to remote work allows you to save costs such as bulk orders on office supplies, services for office maintenance, workplace utilities and outdoor team building events.

2. LESS LIMITATIONS ON THE HIRING PROCESS

You’ve met the perfect candidate for a role. He/she boasts excellent credentials, promising skills, and the right attitude for the job…but lives in another state.

Remote work allows you to connect with employees near and far, provided everyone has stable internet connection to get the job done!

3. LESS SICK DAYS FROM EMPLOYEES

Being ill or physically compromised in any shape or form makes it impossible for employees to show up to work – but it might not be the case for remote work. Employees might still be able to perform their duties in the comfort of their homes as they recover. Additionally, this will omit the spread of illnesses among team members.

WHAT ARE SOME CONS OF WORKING FROM HOME FOR EMPLOYERS?

As mentioned earlier, nothing is free of flaws. Working from home raises a number of significant challenges for employers. Without proper planning and strategizing, these cons could easily outweigh the pros.

1. MISCOMMUNICATION AND CONFLICT

In the absence of face to face discussions, WFH poses a high risk of miscommunication and conflict. When the channels of communication itself are flawed, it can be difficult to sort out communication errors. Read: poor internet connections, ineffective communication platforms, and misread messages.

2. LESS SUPERVISION GIVEN TO EMPLOYEES

While this may be advantageous to employees, it’s concerning to employers to say the least. A lack of supervision may result in poor quality work, failure to meet expectations, and late deliverables. Got a new team member onboard? That’s a separate challenge unto itself.

Read more: How to effectively manage your team from home.

3. NOT HAVING ALL THE ANSWERS

As the company’s leader, expect to face difficult questions – both internally and externally. When is the reopening of the physical space? What does the future hold?

While you may not always have the answers to these questions, you’re still expected to provide reassurance and guidance.

This past year, the pandemic has enabled automation, digitization, and cost control in supply chains to make working from home possible.

We’ve learned that working from home is a constant process of staying adaptable, flexible and open minded to change. In other words, working from home is all about getting comfortable with the uncomfortable. There will always be new challenges in this space, but where there are challenges, there will also be resilience.

For more insight on how to manage working from home for greater results, find out how our retail training programs can help you take your business further.

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