March 12, 2024- Enriching the customer experience is an invaluable tactic for organizations who are looking to not only have higher retention rates for their current customers, but also become more attractive to any potential prospects that can come your way. It all starts with the sales team. Repertoire Magazine recently spoke to customer experience expert and author Dan Gingiss about the customer-focused tactics that sales reps can use in 2024.
You are the beginning of the experience
As the sales rep, you are often the first touchpoint for the customer experience. This also means that the first impression that the customer is going to have will be based on their interaction with you. Gingiss said, “I like to say that you are the experience before the customer experience. Because they aren’t customers yet, they are prospects – but rest assured, the experience has begun.”
It’s critical to get that first interaction right. If you strike the wrong chord at this beginning stage, it can make it more difficult to make that transition from prospect to customer. As the first step of the customer experience, make sure that you are asking the right questions and giving the right answers in return.