Developing Digital EQ to boost sales resilience
Digital emotional intelligence (EQ) augments the traditional sales capability using digital tools and approaches to build more effective customer engagement and interaction (even in times of crisis or change in customer behaviour).
What is it important?
Understanding your customers’ needs and motivations is a critical part of effective selling. When traditional ways of interacting are interrupted, it is easy for sales teams to lose touch with customers and the real drivers of their purchasing decisions. Having an effective approach to building “Digital EQ” will help to prevent this.
Digital emotional intelligence (EQ) augments the traditional sales capability using digital tools and approaches to build more effective customer engagement and interaction (even in times of crisis or change in customer behaviour).
What is it important?
Understanding your customers’ needs and motivations is a critical part of effective selling. When traditional ways of interacting are interrupted, it is easy for sales teams to lose touch with customers and the real drivers of their purchasing decisions. Having an effective approach to building “Digital EQ” will help to prevent this.
What can you do about it?
1. Understand
- Building a rich understanding of your customer needs and motivations.
- Actions include everything from building sophisticated customer intelligence systems to ensuring that sales teams are populating call sheets correctly.
2. Engage
- Giving your customers reasons to think about you.
- Actions include developing targeted thought leadership, building social media interaction and ensuring a polished web presence.
3. Interact
- Enabling personal contact when customers want it.
- Actions include offering web chat, zoom meetings and webinars or even just having simple call back plans in place to ensure continued contact.
What can you do about it?
1. Understand
- Building a rich understanding of your customer needs and motivations.
- Actions include everything from building sophisticated customer intelligence systems to ensuring that sales teams are populating call sheets correctly.
2. Engage
- Giving your customers reasons to think about you.
- Actions include developing targeted thought leadership, building social media interaction and ensuring a polished web presence.
3. Interact
- Enabling personal contact when customers want it.
- Actions include offering web chat, zoom meetings and webinars or even just having simple call back plans in place to ensure continued contact.
Sign-up to be notified about future articles from the Resilience Series, and other thoughts, reports or insights from QBE.