Customer experience has become a bit of a buzz word over the last few years, and for a very good reason. Customer experience can significantly influence your overall sales. If your customers have a bad or negative experience with your company or brand, it can be a death sentence for your organization. But, if they have a really remarkable, awesome experience, it can help you generate more profit. Dan Gingiss explores the importance of customer experience and how to use it to sell more in this expert sales interview, hosted by John Golden.
This expert sales interview explores:
- Defining customer experience
- The importance of retaining current clients
What is Customer Experience?
Customer experience is how a customer feels about every single interaction they have with your company. If you break it down, there are really only two parts that go into understanding and defining customer experience. The first part is how the customer feels.
Focusing on the Leaky Bucket:
Many organizations have their focus set on generating new clients and increasing their sales goals every year. These are great endeavors, and good goals to have, but they exclude something that is very crucial: the leaky bucket. The leaky bucket is all of the customers who walk out of your doors to your competitors because their experience didn’t remain positive.
John is the Amazon bestselling author of Winning the Battle for Sales: Lessons on Closing Every Deal from the World’s Greatest Military Victories and Social Upheaval: How to Win at Social Selling. A globally acknowledged Sales & Marketing thought leader, speaker, and strategist. He is CSMO at Pipeliner CRM. In his spare time, John is an avid Martial Artist.