the experience of doing business with you was superior to your competitors.
The catalyst for developing how to build positive customer relationships and experiences was a request from a senior manager at a Fortune 500 company. This manager felt his organization did not provide the best atmosphere or overall experience for their customers.
In research conducted by John Ivens and Colin Shaw, founding partners of Beyond Philosophy, 85% of senior business leaders agree that differentiating solely on the the traditional physical elements such as price, delivery, availability and lead times is no longer a sustainable business strategy but merely the minimum expectations that everyone focuses on. A new differentiator needs to be found. The customer experience is that differentiator.
Ask yourself: how many meetings do you conduct to discuss the price of a product, its quality, and lead times for delivery? Numerous. How many meetings have you attended where you have discussed the types of emotions you are going to deliberately evoke in your customers? Any at all? A great customer experience is about stimulating feelings. Just ask Starbucks and Harley Davidson if the customer experience is a source of long-term competitive advantage. These companies continuously make it a priority to induce a strong sense of passion in their customers, in order to maintain a high-quality customer experience.
Our Building Great Customer Experiences workshop is for everyone who touches the customers and wishes to impact their experiences.
- What is a customer experience?
- What is the best customer experience you have had, to-date?
- Two elements of a customer’s experience.
- What can you do individually to impact the customer experience?
- Different behavioral styles and how to communicate effectively to each.
- How to present bad news effectively.
- New techniques to improve listening skills.
- The difference between a satisfied customer and a loyal customer.
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"Marc has a unique style that is both direct and informative. His ability to read the needs of people and programs associated with selling is uncanny."
- David Ferraro, Vice President, Carris Reels
"Selling That Works' focus is on the development of your people resulting in increased sales and profits."
- Jim Hunter, Vice President of Supplier Services, IMS Americas
"Marc’s knowledge of basic selling skills and fundamental methods and the engaging way that he presents them to newly promoted line salespeople insure that they retain and use what they have been taught and face new assignments believing they can succeed."
- Michael A. Harris, Aftermarket Sales and Strategic Alliance Manager,
Joy Global Underground Mining
"Matching our customers' needs with our company's capabilities, while working with the final decision maker, has quickened our sales cycle and led to record growth for our organization."
- Tim Richardson, Vice President Sales and Development, United Displaycraft
"I wanted to thank you for what I believe to be by far the best Sales Training Course I have ever attended. Your course offers an efficient and professional method for successful selling. A complete professional plan that helps each salesperson differentiate themselves from the competition in today's marketplace."
- Danny Williams, Sr. Account Executive, Vertis Communications
"Imagine learning without being taught! That is the experience I have had each time I've worked with Marc. His uncanny ability to teach through storytelling sets him apart from the traditional workbook style sales training platforms because he weaves in foundation-building skills with contemporary relevance. Salespeople are emotional creatures and while we need to know our product, our job is much more than spewing product specs to our clients. Marc's programs are indeed structured uniquely for each client and his follow up is seamless. It's easy to experience a sample of his narrative genius...simply call him and start a conversation. You may be amazed at what you learn about your organization."
- Ed Levy, Edventure Promotions