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I read a great article the other day in Entrepreneur written by Donna Peeples that got me thinking about the importance of the customer experience when it comes to selling.

Thought One: Donna does a great job identifying 4 pillars to improving the customer experience that I've significantly paraphrased below.

1. Listening - decode what customers say into how it impacts your business
2. Aligning - each internal employee group needs to collaboratively hone in on the optimal customer experience
3. Engaging - every employee must be fully engaged to deliver a positive customer experience
4. 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.

1. 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
2. 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
3. Engaging - every employee must be fully engaged to win a new client
4. 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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