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ECT News Community   »   CRM Buyer Talkback   »   Re: Great Customer Experiences Start With Sales



Re: Great Customer Experiences Start With Sales
Posted by: Christopher J. Bucholtz 2015-11-23 23:56:38
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The term "customer experience" flows from the lips of business people so smoothly these days. Its importance has been trending upward for the last decade, and according to Gartner, by 2018 more than half of all businesses will implement significant business model changes in their efforts to improve customer experience. How will they do this? Many times, those experience improvements are on made on websites, in service departments and in personalized marketing efforts. Those are all great -- but they miss one critical aspect of experience.


Re: Great Customer Experiences Start With Sales
Posted by: ShepHyken 2015-11-29 13:53:00 In reply to: Christopher J. Bucholtz
For years Iíve said/believed that customer service is not a department. It is a philosophy. That means that customer service starts long before a complaint or a question. It starts at the very beginning of the customerís journey. Even more than a great product and knowledgeable sales people (and a system/CRM solution), customer service may be what actually makes the sale.
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It will prompt more people to take the vaccine to help end the virus.
It will lessen restrictions and provide more freedom for individuals.
It is a violation of privacy and civil liberties.
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