What is impacting the customer experience?

Click yes on what is impacting your customer experience where customer intimacy may help.

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Managing Customer Expectations

Transparency

When your customer agrees to move forward would they value if you were considerate to what they need and at the same time transparent about where the challenges may be?

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

Realistic

When your customer is implementing a plan is it better for your customer if you are as realistic as possible rather than optimistic?

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

Integrity

When your customer’s reputation is on the line would they prefer you were willing to walk away from an opportunity knowing you would not deliver rather than take the opportunity and deal with their frustration?

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

Overpromising and Under-delivering

Alignment

When your customer has made the decision to buy is it important that you and your customer is aligned on exactly what it is they have bought?

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

Commitment

When your customer is planning to buy does it give them higher trust if you can demonstrate through the process you honour your commitments?

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

Accountability

When your customer buys is it important you understands what they really need done and take the responsibility to make sure it happens?

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

Over Complicating the Offer

Listen

When your customer is wanting an outcome and know what they want does it make it less concerning for them if you listen to only what they need and not what you want?

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

Simplify

When your customer has a clear objective in mind does it make it more realistic to achieve if you focus on the capabilities that are necessary to fulfil that objective?

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

Success

When your customer is implementing a strategy does it make it more achievable for your customer if you are solely focused on the success of the strategy?

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

Articulate

When your customer has decided to proceed does it help to ensure success if you are able to articulate and agree with the customer 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

When your customer has decided to proceed does it help to ensure success if you have 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

When your customer has decided to proceed is it important that you ensure the customer’s expectations are aligned with what you 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.

Capable

When your customer has bought something relying on people does it improve the experience if it was a core capability of yours? Would it be important during the sales process you prioritised the your company had the capability?

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

Deliverable

When your customer has bought something does it give a positive experience if the you were able to deliver? Would it be important the you prioritised the ability to deliver?

No, I don’t think it impacts.

Expectations

When your customer has bought something is it important to them that their expectations were clearly understood before and that those expectations could be clearly demonstrated to be met?

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

Will Customer Intimacy help you deliver a better customer experience?

Clicked Yes? Do you do these already? Not Sure?

X

Unlikely Customer Intimacy will help your Customer Experience?

If you clicked no on the capabilities, it just means customer intimacy may not help with customer experience.

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