‘Engage the customers, Expose new revenue’

‘Engage the customers, Expose new revenue’

After taking time to research products for some developments at my home which I was planning to have done, I noticed a pattern emerging through the various merchant websites that I was using. 

The pattern was that I was getting frustrated at the difficulty I was faced with when searching to find products and offers easily on many websites.

Nothing was easily viewable on the tablet or the smartphone, navigation was difficult throughout in most cases. 

I therefore thought that in 2016, the age of Super fibre optic Wifi and 4G almost everywhere, it should be possible to view most things quick and easy on a business’s website.

This is the global face of any business to the consumer, tradesman and the services and brands which they wish to sell.

To understand this better, I explored what customers required from websites in the Omni-channel environment we are in.

I have split these into 4 categories below.

  1. A mobile friendly website that actually is, not just scaled smaller.
  2. Offers and Promotional pages, with actual content behind them.
  3. Information about showrooms and displays.
  4. Ability to order on-line, or ‘click & collect’

Retailer or Merchant these are imperative for websites in 2016

To be able to therefore apply a measure to the 4 categories I decided to view 50 plumbing & Builders merchants websites in the UK to establish what each of their websites was really offering.

Ultimately identifying opportunities for many them to secure more customer focus, engagement and footfall through their estate. It also highlights who is currently focussed on the ease of transaction and use of both on-line and offline trading joining together harmoniously.

For each of the category areas I gave a point, therefore if the website incorporated all of the above 4 categories (Promotions, Showroom, Mobile Web, On-line trading) it achieved 4 points

My findings are detailed in *chart 1below, but the takeaways from the 50 Merchants is interesting, clearly highlighting many untapped opportunities for Sales & IT teams to embrace.

Overview of *Chart 1

4/50 merchants offer all 4 categories (8%)

9/50 merchants offer 3 of the 4 categories(18%)
(Only 6 of these offer promotions, 8 have showrooms, 6 convert to mobile web, 4 sell on-line) 

18/50 merchants offer only 2 of the categories (36%)
(Only 10 of these offer promotions, 13 have showrooms, 8 convert to mobile web, 2 sell on-line) 

11/50 merchants offer only 1 of the categories (22%)
(Only 2 of these offer promotions, 4 have showrooms, 5 convert to mobile web, zero sell on-line) 

8/50 merchants offer none of the web categories (16%)

*Chart 1

The key opportunities that stand out from the 50 merchants surveyed was:-

  1. Only 20% sell on-line or offer click and collect
  2. However, 46% do not convert their pages to mobile devices yet.

Summary

The mobility of a website is synonymous with the use of the customers it attracts.

The ability for all consumers and trades people to be able to view and order on-line when out and mobile themselves is very important. In addition to this the engagement of offers and ease of navigation throughout a website is greatly interactive and will bring repeat visits if the process is pain free.

If your website is clear, easy to use and visibly makes a consumer want to engage again and again, they will do just that

  • Clear pages to view on Android, Apple and Windows Mobile
  • Easy to navigate Menu
  • Promotional offers visible and available
  • Calls to action and details as to why visit the branches
  • Incentive for the customer to click and collect
  • Customers seldom scroll down a page or pinch and zoom it

So if only 23 customers out of 50 offer mobile sites & menus and only 10 sell or offer click and collect on-line, then the two major opportunities that I see are:-

  1. Those embracing and engaging are securing growth and promoting themselves and their business for a ‘future proofed’ revenue structure, combining both bricks and mortar with on-line interaction
  2. Those reliant on their existing footfall are missing opportunities to win over the millennial and young trades people. They are the ones who are already highly interactive and intuitive in the world of on-line engagement and ordering

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http://www.stormleyconsulting.com

The Customer Experience

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As Steve Jobs, the CEO and founder of Apple said; 

“You’ve got to start with the customer experience and work back toward the technology – not the other way around.”

The post link below from iscoop offers some great examples of this. 

The customer experience – Click here to read

At Stormley Consulting we understand the requirement for businesses to embrace the end 2 end experience from the consumers perspective. 

We work with your business to capture and tune this to perfection, contact us for more information on how we could help. 

http://www.stormleyconsulting.com

Contact us at Stormley

Leading from the front

Leading your team to victory. 

One of the best TV moments for me this weekend was watching the cycling team pursuit finals in Rio. 

It’s visible to see from the athletes in this sector strong, clear and effective leadership skills in action. 

As I watched the heats transpire I noted these, identifying the way all members of team fully understood and immersed themselves in the mission and goals. 

Exploring the detail. 

  • Focus

Everyone in the team including the coaches, riders and support staff have the same goal, to win gold. At this moment no second best is in sight, to even comprehend a silver or bronze, would detract in the effort and ability to deliver. 

  • Preparation

The race from end to end has been meticulously planned out both on practice, on paper and all of the team have the process clear in their minds on what is required of each of them. Collaborative input, consistent approach. 

The strategy is set down and the pillars supporting the ability to win are in place.  

  1. The bikes are set up (tools)
  2. The kit is tested (a good fit)
  3. The start is rehearsed (planning)
  4. The end is rehearsed (execution)
  • Momentum

From the very start of the race to the finish the team work together ensuring that they keep a forward momentum, yet ensure that all of the team are going at the same pace, with the leader setting the timing for the rest to maintain and follow very closely. 

The competition equally are tasked with the same goal, yet will ultimately have their own strategy in place, ensuring they deliver a wield class performance.  

  • Communication

Everyone in the team is aware of what the other members are doing and are able to communicate both through actions, body language and verbally. It’s key that every member remains in tune for a joined up delivery of performance. 

  • Shared knowledge and experience

The leadership in the race takes various forms and is rotated, so that new energy and pace can pull the team further forward. The stage 1 leader swoops to the back of the team and ensures that the pace is maintained, providing knowledge and experience now from the very front to the last person in the pack. 

This rotation continues so that all levels of commitment and experience are able to come through to the front and new momentum delivered, ever increasing the focus on the goal in sight. 

  • Target the competition

The more focus is applied and momentum is increased the more your competition will start to feel your teams pace disrupting them. This pressure can be seen here as track space or share of the circuit is increased, therefore chasing the competition down hard, to make them fail or lose confidence in their teams and personal ability to deliver. Increase the gap and own the race, take advantage and control your goal and it’s achievements. 

  • The finish line

Approaching the finish is critical and even though the team may have done everything to the letter if the planned strategic operation,  it could all be for nothing in a split second if the team do not stay united and in control of their own emotions. 

They started as a team and whilst various leaders have driven the team to their goal, if they do not remain a tight unit, drawing on experience and the common goal of winning, put simply they will fail. All the planning, training, research and execution will have been for nothing. It will then be another four years before they get the chance to try again. 

This is very similar to a product or service pitch to a key client, if you miss your timing and fail, then it may be a long time before the opportunity raises itself again. 

  1. Start as a team finish as a team.
  2. Not one person is stronger than the whole team working together 
  3. Listen and visualise others for both shared best practice, as well as to also be able to add value yourself.  
  4. Be clear on what expected of you. 
  5. Give it your all.   
  6. Share the win. 
  7. Be ready to get called up-to do it all again. 

Whilst this is an Olympic cycling event the leadership and structure is very similar to what you will experience being part of a team and part of a winning one at that. 

Here at Stormley Consulting we understand the requirement for teams to engage and develop, so therefore we are able to work with businesses and their employees, to both engage and develop their unity and success rate through developing them through the stages mentioned above. 

Give your teams podium gold medals and contact Stormley consulting for a bespoke training & development package, related to your customers, your teams and your goals. 

Contact us, follow us, talk to us, at http://www.stormleyconsulting.com

Customer Lifecycle Mapping – Getting to Grips with Customers

Customer mapping

Click the link above to read more 

Are your sales team immersed in your customers journey end to end?

This great article highlights the process and engagement points. 

Stormley consulting understand the importance of this journey and work with businesses to strengthen the development within your people and their customers. 

Contact us for more information

http://www.stormleyconsulting.com

6 Ways the Tough Mudder Changes How You Think About Leadership

The challenges of the race forced teammates to rely on each other and overcome obstacles to reach the finish line.

Sourced through Scoop.it from: www.entrepreneur.com

Creating Creativity…

Taking a fresh approach to your business and employees can empower some really useful feedback.

This Infographic really offers some fresh ways to extract this.

This is where Stormley Consulting can really work with teams to energise, empower and engage.

http://www.stormleyconsulting.com

Taking you to the next level of profitability

Get creative with your people and their ideas. 

 

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What’s your personality?

Useful personality test, identify your strengths and weaknesses, as well as to help understand how others perceive you both socially and in the workplace.

What drives you, restricts you and ultimately could also develop you.

A great visual snapshot based on your own answers submitted over approximately 10 minutes.

Save or share your report results.

Take your test here
Shared from my personality test.com by http://www.stormleyconsulting.com

ENGAGING THE W,W,H,W,W,W

Drawing on the facts and circumstances, leads to the focus and functions.

Contact us for more engagement at http://www.stormleyconsulting.com


3 Sales team models 

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Also join us on facebook, Pinterest and twitter for more regular Stormley updates

Click the link below for the article from Steffi Etti. 

Sales team models 

Insight into 3 very different sales team models – Steli Efti 

Transformational Leadership

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With each member of a team being an individual, the ability to possess a transformational style to suit is an extremely important asset.

What we receive as output, is always reflective of the input. Honing skills to manage teams through flexibility is what Stormley Consulting understand.

Contact us at http://www.stormleyconsulting.com