Archives for June 2013

How to use the right carrot to shed light on customer behaviour

The CarrotIf you’re already the market leader offering two loyalty programs, how do you deliver even more value to your customers?

This was the goal of electrical manufacturing giant, Clipsal. They sought a loyalty solution that could not only handle high transaction volumes, but provide deeper customer insights that would deliver more relevant offers – and hence more perceived value – to its trade members.

All of this packaged up into an innovative, simple-to-use solution.

Sounds easy, right?

[Read more…]

Cash is king, right? Wrong.

cash is kingWhy do so many companies (and employees, for that matter) still get it so wrong when it comes to understanding the merits of non-cash over cash rewards?

Four years on, it’s still difficult to find a more engaging illustration (literally) of this point than best-selling author Daniel Pink’s iconic 2009 animated video Drive: The Surprising Truth About What Motivates Us. Pink of course showed us that cash incentives actually have an adverse effect on performance for people performing roles with even a basic level of cognitive skill.

And plenty of other controlled studies have shown that shown us that people chasing non-cash rewards outperform those chasing cash rewards by three to one.

In general, we know why.

[Read more…]

Big data – the latest buzzword. What does it mean for your business?

Big dataBig Data. Yet another buzzword we love to hate.

Competing for first choice when it comes to your customers’ buying decision is not a walk in the park. They’re looking at social networks, friends’ recommendations, quality and price before even considering what to purchase and from where.

You may already be offering your consumers the best products and first-class service, but research suggests that 80% of a business’ lost customers are ‘very satisfied’ right before they take their loyalty elsewhere.

This is where big data comes in. It’s the secret weapon to being awesome at keeping your customers coming back.

[Read more…]

Broaden your sales incentive focus and reap the rewards

Motivate the middle 70The standard scenario of any sales team can pretty much be summed up like this:

20% are gurus, 70% are core performers (kicking it somewhere in the middle) and 10% are lagging behind. Businesses spend more than a trillion dollars annually on their sales force – more than they invest in any other promotional tactic.  But are we throwing all this money and effort at the right people?

Your sales gurus are already nailing it.  We’re not suggesting you don’t recognise their hard work, but consider what would happen if you focus more of your attention on changing the behaviour of the people who can deliver more.

It’s time your core performers got some attention.

[Read more…]

Employee recognition: walking the talk {Slideshare}

Want to know how to consistently achieve 80% – 90% staff engagement scores?

Effective employee recognition is a great place to start.

And no, we’re not just saying that because of the business we’re in. But because we witness the positive organisational impact of recognition on a daily basis through the client programs we manage.
We also live and breathe it via our own recognition program – ‘The Hub’, which operates as part of a broader employee engagement strategy.

Check out our story –it will provide you with ideas on what you can do within your own organisation to boost people engagement and, ultimately, your bottom line.

[Read more…]