The 7 Step Process To Own The Customer Experience

Sure, you can spend thousands on CRM software but do you really understand Customer Relationship? According to the MHI Global Research, 89% of a World Class Sales Team has a solid understanding of their customer’s needs. This is the first step towards a mutually beneficial sales conversation with customers.

Customers often feel like the company doesn’t fulfill their needs and thus, do not want a relationship with the company. It has to be understood that a relationship means different dimensions, the connection that people have with brands are not the same. There is also the cultural aspect, different countries can also mean different perspectives of “relationships” between customer and brands.

Despite these factors, there are seven main aspects you can consider to enable a good customer experience.

1. Relationship – As previously written, relationships grow out of a keen understanding of the customer’s needs. Some salespeople are too focused on “selling a product” to meet sales quotas and drift away from “meeting the customer needs”.
2. Purposeful – A relationship between you and the customer starts because there is a need, whether it’s expressed by the customer or uncovered by the salesperson. If you can understand and know exactly how to respond to this need while treating the customer as a person and not just a buyer, you have a win-win situation.
3. Holistic – The customer experience is carefully crafted whole built process and not just unrelated interactions. After starting a relationship, having a purpose, focus on the whole aspect of this purpose and what it entitles.
4. Strategic – All right, so you understand the need, know how to respond to it but they are other parties involved in your sales process. After crafting your process, you need to assign responsibilities to people who can help you carry out your plan. For example, when the time comes to present the product, you’ll need proper materials. You could perhaps think of personalizing a product sheet to specially meet your customer’s expectation hence you’ll require the help of your marketing team.
5. Proactive – Once you have your plan and resources, go for it! Don’t wait for things to happen, make them happen. Call, follow up, nurture and build the relationship.
6. Team-based – When we look at the big picture, the sales process is only a part of the customer experience. There is a follow up after the sales process where questions and concerns could arise. Also, there is a relationship to maintain through calls, email or seminars. The customer experience involves every member of the organization who each play an individual role as your orchestrate your customer’s encounter with your organization.
7. Learn from it – Each customer experience is going to be different due to various needs. It takes a while for an organization to put a CRM process into place while focusing on nurturing relationships. It’s an acquired skill to own the customer experience because it has to be maintained, updated and adapt to change easily.

Good customer service is vital therefore focusing on owning the customer experience is a safe investment. It reflects on your company automatically, bad customer service is often associated with bad products and vice versa. We, at ELAvate Global, offer various customer service training programs. With blended training solutions, we can meet your specific needs. You can take a look at our programs HERE.