Which Comes First? Customer Experience or Sales?

by Jeannie Walters

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Seems obvious, right?

It’s hard to have customers if you don’t have sales. True.

But what happens after the sale?

What happens when you are trying to establish relationships with prospects but don’t know what will  hurt the relationship later?

Too often, organizations with great intentions sabotage their customer’s experience before it even starts! Understanding the true journey your customers will have makes selling to customers that much easier!

As organizations grow, the journey becomes more complicated. Customers have great ideas to provide – but don’t feel heard when they share them.

Sales become less personalized and lack emotion.

The best way to avoid disasters is to understand why they happen in the first place. It’s time to take an honest look at what you are offering and what you are delivering. Many times, they don’t match up to reality!

After years of working with organizations who are in serious growth phases, I’ve identified five of the most common ways to sabotage your customer experience. These are typically processes or behaviors which start with good intentions. But being intentional about business growth and being intentional about your customer experience are sadly not always the same things.

Setting up your journey with strong customer understanding – both at a group and individual level  – helps you help them in meaningful ways.

You can do this!

That’s why I’m so excited my recent webinar with SAP was recorded and is still open for registration. SAP understands how setting up the relationship from the beginning is one of the keys to success. They’ve asked me to share the 5 ways of sabotage, and how managing your customer relationships in the right ways makes a huge difference.

Are you ready to address the ways you’re be setting up your customer experience for success or failure? Join us to hear about:

  • Common blind spots and other challenges that prevent leaders from understanding the true customer journey
  • How to avoid common mistakes that cause customers to leave you
  • How a superior customer experience leads to more revenue, more loyalty, and better business outcomes
  • Steps to take to consistently exceed expectations instead of unintentionally falling short of them with customers
  • Connecting the dots — what do you need to align your CRM with real experiences?

I do my best to bring tons of value in a short amount of time, so sign up today, get your pencils ready, and let’s get things started in the right way!

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Jeannie Walters

Jeannie Walters is the CEO/Founder of Experience Investigators™ by 360Connext, a global Customer Experience consulting firm. She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience. Jeannie is a Certified Customer Experience Professional (CCXP,) a charter member of the Customer Experience Professionals Association (CXPA,) a Professional Member of the National Speakers Association, a Forbes Coaches Council Member, a C-Suite Network Advisor, a LinkedIn Learning and Lynda.com instructor, and a TEDx speaker. Learn more here.

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