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Experiencing What Our Customers Experience

Partners in Excellence

Too often, there’s a huge disconnect between our organizations and our customers. Our customers and prospects are frustrated with us and we don’t understand the frustration. We design our engagement processes, our support systems, our communications. Fast forward to today.

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The Keys To Retaining and Losing Your Customers

Understanding the Sales Force

It’s been quite a while since I’ve written an article about the role that customer service plays in the retention and renewal of customers and accounts. Some products are so exclusive, and so desirable, that crappy customer service might not even stop you from buying again.

Customer 156
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The “Recipe” Is Just The Starting Point….

Partners in Excellence

There was a group of about 10 of us, with varying degrees of experience. Our mission was to prepare a couple of appetizers and an entree. A chef decided to grill it over a wood fire and created a completely different experience. But those who adapted the recipes, created completely different experiences.

Follow-up 122
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Is Outbound Mundane?

Partners in Excellence

And, perhaps, it is this mindset that underlies the poor results we get from our prospecting. Somehow, we seem to have lost the idea there is a human being sitting at the other side of our outbound efforts. We see this in our own personal experiences, every day. We feel bad about those experiences.

Outbound 104
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Customers Need Help, But Do We Want To Be Helpful?

Partners in Excellence

As our conversations often go, we were talking about the state of selling and how we improve. The conversation got me thinking about the issue: “Our customers desperately need help, but do we want to be helpful, do we know how to be helpful? We face issues we may not have experienced before. You already know that.

Customer 112
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Why Customer Experience Should Be Top of Mind for Sales Leaders

No More Cold Calling

Are you creating an experience that drives revenue and referrals? This lackluster customer experience was in stark contrast to my recent experience flying with Delta. This gate attendant knew the state of mind of her passengers and created a different experience. Clients Will Pay for a Better Customer Experience.

Airlines 332
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“We’re So Vain, We Probably Think It About Us….”

Partners in Excellence

Fast forwarding to current times, based on how we engage our customers, we demonstrate a similar vanity. We think our customer care about us–they obsess about our companies, our products, and how great we are. They shared their experiences in watching sellers. ” What do they care about?