What is impacting the customer experience?

Click yes on what is impacting your business’ customer experience.

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Managing Customer Expectations.

As a customer when you are buying would it make a better experience if…

Transparency

a sales person appreciates what you need and at the same time transparent about potential challenges that maybe faced?

No, I would continue to have loyalty to my existing supplier.

Realistic

a sales person is more realistic rather than optimistic?

No, I would not share with a sales person, particularly if I thought they would use it against me.

Integrity

a sales person was willing to walk away from an opportunity knowing they would not deliver rather than take the opportunity and deal with your frustration when you can’t back out?

No, I would judge everything on its merits and try to have a standard set of specifications.

Overpromising and under-delivering.

As a customer would you have a better experience if…

Alignment

you and the salesperson is aligned on exactly what it is you have bought?

No, I prefer sales people give me the full list of features.

Commitment

a sales person can demonstrate through the process they honour their commitments?

No, I will listen to them on their merits regardless of how I feel about the person.

Accountability

a sales person understands what you really need done and takes the responsibility to make sure it happens?

No, I would prefer they didn’t try to understand what success looks like for me.

Overcomplicating the offer.

As a customer would it help have a better experience if?

Listen

a sales person listens to only what you need and not what they want?

No, I will develop the list of requirements and actions and then go out to market.

Simplify

a sales person is solely focused on the capabilities that are necessary to fulfil your objectives?

No, I appreciate sales people trying to push a sale on to me, even if I will never buy.

Success

a sales person is focused on the success of the strategy rather than securing the sale?

No, I expect sales people to only work with me when I have a budget approved and know what the solution is.

Lack of Clarity.

As a customer would it help have better confidence in what you are buying if?

Articulate

a sales person has helped you to articulate what a successful end result looks like?

No, I expect sales people to have the expertise and convince me of the value of their product.

Tangible

a sales person has ensured the end result is tangible that makes it clear whether it has been delivered or not?

No, I appreciate when sales people tell me features of their product and I make up my own mind.

Alignment

a sales person ensures your expectations are aligned with what they can deliver?

No, I expect sales people to only work with me when I have a budget approved and know what the solution is.

People dependent.

As a customer would it help have a better experience if?

Capable

a sales person prioritised the company had the capacity and capability?

No, it is not the responsibility of a sales person to understand that.

Deliverable

a sales person factored in the ability to deliver as to whether they could help support your success?

No, I don’t think it impacts.

Expectations

a sales person clearly understood your expectations before you bought and that those expectations could be clearly communicated to their own business?

No, I don’t like feeling pressured even when i know I should make the decision.

Will Customer Intimacy help your business success?

Clicked Yes? Do your sales people do these today? Not Sure?

X

Unlikely Customer Intimacy will help your business?

If you clicked no on the capabilities, unfortunately customer intimacy will not help grow your revenue faster.

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