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Are your frontline staff ready for today’s digitally-empowered customer?
The rise of digital and today’s sophisticated customer are rapidly changing the skills and behaviours which drive success across marketing, sales and service. This represents both a substantial adaptation challenge, as well as an exciting opportunity for transformation. Whilst the imperative to adapt capability is increasingly apparent, understanding what the ‘frontline of the future’ needs to look like is a distinct challenge for many organisations.
Recognising target customer segments, personas and decision drivers in order to ensure relevance
Utilising technology and leveraging data to understand customer behaviour and tailor relevant interactions
Successfully prioritising tasks, balance customer and business interests and adapting plans in a dynamic environment
Providing contextually-relevant information and interactions which support customers through their end-to-end journey
Navigating the customer through internal processes and seizing opportunities to exceed expectations
Planning collaboratively, building internal networks and executing seamlessly with other functions
Doing the right thing, meeting compliance obligations and advocating the customer’s best interests
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Building the capabilities of Frontline and Second-line Sales Managers to thrive in a customer-centric, digitally enabled world