How to Grow Your Online Business by Hiring the Right Team 26

How to Grow Your Online Business by Hiring the Right Team

This is a guest post by Thea, a career counselor and a digital marketing enthusiast.

Growing an online business is a dream for a lot of people.

With all of the changes going on right now in the economy, an online business offers the freedom and flexibility that many people desire.

If you are ready to take the next step and start your own venture, there are a lot of aspects that you need to take into consideration. Not only are there financial considerations to make, but there are hiring decisions as well.

If you are going to grow your business to the best it can be, hiring the right team is essential.

Here are some tips on how to hire the best team members possible.

Hire Potential.

One of the biggest things to consider in business is the type of person you want to hire.

With all of the changes going on in business, you need to hire the right team for your company. There are a lot of people who struggle in this decision. Many of the people who have the highest potential in business do not have a lot of experience in this area.

The balance between skill and potential is always something that you will have to look at. When it comes down to it, you can always train skill but not potential.

Be Open to Different Backgrounds.

Some business owners will only hire workers with a certain background. When you are open to many backgrounds, you are able to develop your business in the best way possible.

With how fast the economy is moving today, it is going to look much different in five or ten years.

Having a diverse team with many backgrounds allows you to take your business to a new level and adapt quickly.

Don’t just look at where a person came from when hiring them. Look at their potential and where they can fit into your business.

Dollar General’s application process is a great example of this. The company is open to people of various backgrounds, especially veterans who may not have a lot of business experience.

Hire Different Types of People.

hire the right people

Hiring different types of people in your business is critical to success. Diverse people allow different ways of thinking to come into your business.

With a lot of business owners, they only want people who are just like them. This is the wrong approach to take in business, but this is especially true in online business.

With an online company, your workers can work from anywhere in the world. Look at this diversity as an advantage that you can have over your current competition. Not only will you have the ability to rely on their experience, but they may be able to help you get into new markets as well.

Never Rush Your Decision.

As a business owner, there are a lot of things that you have to get done on a daily basis. With so many important issues to sort through, hiring a new person can seem like a low priority.

Plenty of entrepreneurs end up rushing the decision at the last minute and then regretting it later. This is never the right approach to take.

Hiring a person in your business to create the right team is one of the most important decisions that you can make to grow your business to where it can potentially go in the future. With this decision, you need to stop and think about what you really want in a position.

Pay Fairly.

Some businessmen only view workers as an expense that can be cut at any time. In the past few years, more attention has been paid to how much workers make in an industry.

If you want to hire people who will do the job well, you need to have a fair compensation structure based on what is going on in your business. The more you pay, the higher retention you will have in your business.

Replacing workers is always expensive, and you can have a lot of cost savings by hiring and retaining the best team members possible.

Overall, running an online business is a lot of hard work. However, hiring team members can help you take things to a new level in terms of growth. If you follow the tips above, you can start to have success with the people who you bring on your team.

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The Five Elements of Flawless Customer Experience 11

The Five Elements of Flawless Customer Experience

Providing a flawless customer experience is the ultimate goal for any business.

There’s a lot that goes into creating a customer experience that keeps your clients coming back for more. In fact, there’s so much involved that it can almost seem overwhelming.

However, providing a flawless customer experience becomes much easier when you approach the task through these five distinct elements:

Time
Understanding
Ownership of Emotions
The Unexpected
Follow-Through

Time

When it comes to your customers’ satisfaction, time is essential. Think of how a great experience at a new restaurant quickly sours if you’re left waiting for your food to arrive. Think of how your excitement over a great department store sale turns into frustration as you stand in line for what seems like hours.

Time is your most valuable resource and it is up to you to make sure you’re using your customers’ time wisely.

This is why restaurants have comfortable waiting areas with drinks and appetizers, or why airports have lounges with restaurants, shops, and even bars.

If your customers are being forced to wait for a service, make them feel as if their time spent is not wasted. The more positive drivers you offer customers, the less likely they are to grow dissatisfied with their experience.

Think of how you can implement this in your own business. Are there places where you can help fill customers’ time? Are there places where technology can be used to cut down on the time it takes to complete a task? Remember, it’s the customers’ time that should be valued, not your own.

Understanding

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You must understand what your customers want, when they want it, and how.

While this may seem daunting, getting a better understanding of your customers doesn’t take millions of dollars, complex data analytics, and a degree in psychology. Instead, all it takes is a simple look. Watch their process, engage with them, ask them questions, and listen to them.  

How are customers interacting with your product? What’s the first thing they do when they enter your store? What’s the last thing they do before they leave? How long are they spending in each department? Do you notice anything that hampers their experience?

Take a look at your competitors. How are your potential customers interacting with them? What does this business offer that you don’t or vice versa? What is your, as Harvard Business School professor Clayton M. Christensen says, “job to be done?” What are your customers hiring your product or service to accomplish? Understand why your users are turning to your products.

Ownership of Emotions

Many companies have already taken hold of their customers’ emotions, though cynically. Subliminal advertising is a key example. However, the ownership of emotions does not have to be cynical. When used correctly, it can be the “holy grail” for companies.

Owning emotions begins with the aforementioned ability to understand. When you truly understand a customer’s choices and then act to make the experience better, you’re building a relationship of trust. That trust is the foundation of emotional ownership.

One way to build this trust is to reduce the “emotional” noise that surrounds your customers. Let them know that, even on their worst day, your business or product is there for them and that it will be a constant in their lives.

Think of restaurants and the long wait times you have to endure when they’re busy. Think of how angry—or “hangry”—you feel as you stand around, waiting for your table, and listening to your stomach growl. However, think of how some restaurants are able to reduce that emotional noise by serving you finger foods and drinks as you wait.

Also, seek to understand what emotionally motivates your customers.

Why should they be motivated to visit your store or use your product? To feel confident? Free? Unique? Secure? Successful? Research shows that all human beings are motivated by one of those factors.

The Unexpected

Experiences become stronger and more memorable when they’re accompanied by an element of surprise. Surprise can be addictive, which will only keep your customers coming back for more.

Think about mailing your customers or clients small packages with gifts and swag. Everyone loves to get mail and everyone loves free stuff, especially when it’s least expected.

A surprise doesn’t have to be a huge flash mob (though it could be!). Hand out snacks at your store. Is it a cold day? Give your customers hot chocolate or warm punch. Is it a client’s birthday? Send a card! Even a small note of thanks for a customer’s business is a nice little surprise.

The most important thing to remember: simply be sincere and don’t become predictable. Chocolates on hotel pillows were once a great surprise for guests. However, now that their wow-factor has faded, hotels are continuously trying to get back to the “unexpected.”

Follow-Through

You’ve made promises and established goals. The only thing that’s left is to follow through on them. This starts with creating your mission statement, one that you, your employees, and your customers can commit to it. This will define your customer experience.

Your mission statement must promise to impact yourself/your business, the community, or the world. It may commit to impacting one, or all three. However, whatever it promises, you must follow through on. Your customers’ trust, and thus their experience, depends on it.

More about these five elements can be discovered in Unforgettable: Designing Customer Experiences that Stick, to be published in 2018.

***
Kyle H. David has made a career in technology and entrepreneurship for nearly 20 years. In 2001, he formed The Kyle David Group, now KDG. Over the past 16 years, KDG has grown at a rapid pace, attracting clients ranging from the United States Senate to major financial institutions, international nonprofits, and Division I universities.