Engineering Your Next Sale: Salespeople in the Feedback Loop
By Seth Brickner
You understand the importance of keeping your pipeline filled with your next sale, and the next sale and the one after that. It�s a fact: successful salespeople always have an eye to the future.
What does your future look like? Will you be with your current company two years from now? Five? If so, what will you be selling? Realize it or not, you play an important role in determining the products and services you�ll be selling in the years ahead. It depends on at least two things, both within your control:
The type of feedback you�re collecting from your customers right now, and
How well that information reaches your Development team.
Next time you�re feeling a little down at work, give this activity a try. Lift your right arm and hand above your head. Now bend your arm and let your hand drop down between your shoulder blades. Pat yourself three times as you recite this affirmation: �I am doing my best. With every customer. With every call.� We all need a pat on the back sometimes�even if it comes from our own hand!
To Delight or Not to Delight. That is the Question!
By Peggy Carlaw
I'm sure by now most of you have seen the article, "Stop Trying to Delight Your Customers" in the July-August issue of the Harvard Business Review (pp. 116–122 if you read it the old-fashioned way). In the article, Dixon, et. al., report on their 3-year survey of more than 75,000 B2C and B2B customers about their recent service interactions with live agents and self-service contact center applications.
To provide a quick summary of a very thought-provoking article, their study found little correlation between the customer satisfaction score, which organizations have traditionally used to measure how good a job they're doing, and customer loyalty. They found that exceeding customer expectations by offering a refund, a free product, or a free service makes customers only marginally more loyal than simply meeting their needs. They state, "…loyalty has a lot more to do with how well companies deliver on their basic, even plain-vanilla promises than on how dazzling the service experience might be."