Customer experience is your customers’ perception of their experience with your business or brand. A good customer experience means that the individual’s experience during all points of contact matches the individual’s expectations. Customer expectations are higher than ever. Even if you think your brand and customer experience is one thing, if the customer perceives it as something different, that is what the actual customer experience is. Managing that perception should be a top priority of sales representatives.
The most fundamental challenge you will face is delivering consistently the brand promises you have made to customers. Developing a remarkable customer experience is a continuous effort. A customer who is satisfied with a business interaction is 4 times more likely to do future business. 1 in 3 customers will leave a brand they love after just one bad experience.
You could use customer experience as a sales tool and an added value differentiation. Understand: How are you going to prove that your company can deliver a great customer experience?. Using a genuine and authentic approach is a powerful tool, and it’s very important if you look for new business opportunities.
Ask great dynamic questions that challenge the prospect, show them you know your stuff. Always listen to your audience and check the language you are going to use, only positive, engaging words. Leave your customer with an action, proposal, further information, even a sale. After a meeting, send your customers something immediately that will remind them of you.
A business cannot exist without its customers, and this is why companies are focusing on how to win new business and, perhaps more importantly, retain existing customers. If you want your customers to stay loyal, you have to invest in their experience!. Customers become loyal because they are emotionally attached, and they remember how they feel when they interact with you and your Company.