The field of psychology qualifies the trigger effect as any stimulus be it smell, sound, or sight that can trigger any feelings of trauma.
On the inverse, the positive trigger effect yields an avalanche of optimistic moments and episodes. It can therefore encourage different facets of life in creating more pleasurable experiences, including in business. Employees, customers and various stakeholders of a business entity then become the focal point in ensuring that all interactions generate positive outcomes.
It is with almost certainty that businesses and even non-profit organisations that yearn for absolute positive trigger effects yield higher rates of customer, employee and supplier retention. Vacuums and spasms that may prevent an easy flow of this effect ought to be avoided at all costs as one simple occurrence can open up floodgates.
Here is what I have observed, my assumption is that you are already familiar with the concept of “cherry picking” from my previous articles or from any source . In a nutshell, by nature, human beings want different things from various sources. My argument however is that this may not be human nature after all but some form of conditioned reflex, it is not always possible for one thing to possess everything . Businesses also struggle to cater for different needs of customers. If service providers are able to meet all the needs of their customers, then there would be no reason to cherry pick .
Although I agree that products, pricing or placement capabilities of any business are limited to its internal resources and capabilities, the problem becomes more pronounced when a business becomes more of an outlier and does not meet certain standards in product or service quality, or even pricing. A business can adopt a pricing strategy as a way of enhancing its competitive advantage but compromises on the quality of the product or its distribution to keep costs down.
With 4IR taking center stage, where digitalisation ,machine learning and AI are now a priority in most businesses, human capital and talent can be of a lesser priority. The outcome then becomes low staff morale, resistance to change , the main victim is usually the customer, the customer walks, business suffers serious financial implications and the story ends. It is a delicate balancing act, there has to be an equilibrium, everything is a priority in business, if the other end of the equation is compromised, strategic and tactical priorities will not be achieved.
So really in the final analysis, there should be concerted efforts in any business, all stakeholders need to embrace and ignite the positive trigger effect in all moments. In our interactions, be it personal, business or professional we simply need to create positive outcomes. Then we stand in good stead to operate more profitable businesses with happy customers , employees and maximize shareholder returns. It all begins with always striving to create positive trigger effects.
We must always remember, customers are people who deserve to be treated with passion, care and absolute dignity. Similarly, employee is just a technical word but in essence, these are human beings with minds, souls and feelings, shareholders alike. Organisations need to take care of the employees, employees in return will keep customers coming back and profitability improves. Positive triggers ought to be created all around, however, it must never be forgotten that at the end of the day, a business or organisations have objectives that need to be met. Everything has to work together and synchronize for the achievement of such objectives.
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e-mail: gomolemo.manake@icloud.com
LinkedIn: Gomolemo Kololo Manake
