Thought One: Donna does a great job identifying 4 pillars to improving the customer experience that I've significantly paraphrased below.
Listening - decode what customers say into how it impacts your business
Aligning - each internal employee group needs to collaboratively hone in on the optimal customer experience
Engaging - every employee must be fully engaged to deliver a positive customer experience
Driving - commit to making the change and have a sound plan to execute against
Thought Two: With some slight modifications as follows, those 4 pillars can very easily be applied to improving selling results.
Listening - decode what the Ideal Client Lead is actually telling you about their problem or goal and the impact it is having on their business
Aligning - each internal employee group at your organization must be in alignment from the time you first engage with an ICL all the way to onboarding and delivery
Engaging - every employee must be fully engaged to win a new client
Driving - commit to making this approach a major component of your business by actually writing it into your Strategic Sales Plan
Thought Three: I can 100% promise that if you religiously apply those pillars to how you approach selling, your client win-loss ratio will dramatically improve.
Thought Four: Actually, that pretty much stretched me to the breaking point for the day so I'll leave it at that.
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