If you had the choice of selling to a customer base that’s happy or for a company that has a stellar reputation for customer service, compared to the opposite that would be a no-brainer decision. The quality of service customers receive when contacting a business has a direct impact on sales success and company revenue. Here’s just a few sample data points to back this up:
- 89% of customers are willing to buy more products and services from a business that delivers a great customer experience.
- Companies that improve their customer experience see a 10-15% bump in revenue.
- Online reviews impact two-thirds of purchasing decisions.
Given how critical the customer experience is to sales success, how does your company stack up? NICE inContact developed a Customer Experience Maturity toolkit that will help you assess where your organization currently falls on the maturity spectrum, and provide detailed suggestions on how to move up to the next level. Even if you don’t have direct control over you company’s customer service operation, pass the toolkit along to someone who does so they can help make your job selling easier.
I’ll be speaking at the CRM Evolution conference in Washington DC next week on the importance of customer experience to sales and presenting a brief overview of the maturity model. The session (A104), Improving Sales Results with Customer Service, is on Monday, April 29th at 2:15 in the Smart Sales track. After the session I’ll be at our booth in the expo hall (#209). Come on by and say “hello”.