Technology has restored customers back to their throne, giving them not just unrestricted access to information when and how they want, but full control of their buying journey.
With such an educated and empowered customer companies have to adjust their sales approach to not only match the customer’s expectations but to create the ultimate customer experience journey. But how does one begin to manage this paradigm shift to match the customer’s demands while achieving sales objectives?
In the second annual State of Sales report published by Salesforce 89% of high-performing sales professionals say that empowerment of sales has increased over the past five years. Sales departments globally are now citing customer expectations as their top sales challenge. This is reflected in the rapidly rising trend of Customer experience/success ranking first amongst Sales Teams’ top KPI Types; with more sales people spending their time on non-selling activities.
Even with the knowledge of this shift that’s occurring Sales Teams are still struggling to prioritise Customer Experience in their KPIs.
This is why it’s important for companies to implement a suitable feedback management program. By having effective Voice of Employee and Voice Customer programs companies can regain or maintain their competitive edge, creating an omni channel approach to the customer experience journey; bringing sales into customer centric alignment, understanding what truly matters to their customers along this journey while matching these to company objectives.
To learn more about how you can implement a feedback management program to achieve this customer centric sales approach get in touch.