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Sales Tips: Selling Bigger and Better through Personalized Customer Experience

Guest post courtesy of Yana Milcheva, Marketing, Talkative

In the past decade, shopping has been completely redefined by the opportunities for improved connection between businesses and customers. Today, in exchange for their hard-earned dollars, consumers expect not only a high-quality product, but also a seamless buying experience. Personalization is more important than ever- it has been found that customer experience drives revenue growth, especially within industries in which customers are able to switch between businesses. A satisfied customer is a returning customer- so what can companies do to ensure that their selling strategy is generating revenue and establishing a personal connection with the buyers?

Customer Experience

Technology and Customer Experience are connected

Imagine owning a business in the 80s and trying to establish a more personal connection with your customers. There wouldn’t have been much you can do, except providing excellent customer service from the moment the client comes through the door until they walk out with a shoppers’ bag and a smile on their face. Today, the latest technological advancements allow companies of all shapes and sizes to create unique, personalized experiences for their customers.

Whether you own a brick-and-mortar store or an eCommerce business, social media networks enable you to engage with customers regardless of their preferred communication channel. The increasing number of technologies introduced to the market comes with a level of uncertainty – it is difficult to choose a platform that will help you convey both your brand’s message and suit your customers.

In an environment where brands compete not only on their products but on the quality of their personal service, it is important to be able to provide a personalized experience to clients both online and offline.

Human Interactions are the foundation of great CX

While communication is becoming more automated, customers still insist on having personal, human interactions with brands. This is a great opportunity for brands to gain the customers’ trust and increase their revenue. There is no way to deliver excellent customer experience if you don’t know anything about who you are selling to. A brand looking to generate more sales and become a leader in its field needs to know all there is to know about its customers. Gathering insight on what drives people’s buying intent and keeping a record of their purchase history are key for creating a comprehensive customer profile. Having your clients’ trust you with their data allows for an exceptional customer experience that goes beyond the moment of purchase and that encourages brand loyalty.

CX Stats Infographic

Customer Experience vs. Customer Service

What some businesses struggle with it is differentiating between customer service and customer experience. Good customer service refers to the quality of the client interaction at the point of purchase- providing people with the support they need to make an informed, satisfactory decision. Customer experience, however, is a more elusive concept. Unlike customer service, good customer experience is not always related to the purchase of a product. It is an ongoing process of listening to your clients’ needs and desires and knowing what is the best solution you can offer them. It requires a deep understanding of your environment and of the drivers behind consumers’ purchasing intent. Improving your sales by providing good customer experience is similar to going on a treasure hunt- in order to bring in the gold, you need to know which is the most efficient and less perilous road to take. When you prioritize customer satisfaction, you are not only engaging with those 80% of customers who are willing to pay more for personal treatment, but are also improving your brand’s image amongst the competitors.

Why does this all matter?

80% of consumers are more likely to do business with a company that is focused on providing a personalized experience. For customers, a positive experience is one that offers convenience and knowledgeable help in a timely manner. Knowing what a customer is looking to gain from an interaction is how companies can design an effective selling strategy. The key to superior customer experience is centering your sales process around satisfying the customer and paying attention to the way they move through the sales funnel. Sales are, first and foremost, about people, so it is important that your customers feel like they are appreciated and that their purchase matters for your business.

About the Author
Yana Milcheva is a Marketing intern at Talkative and a freelance writer interested in topics ranging from technology, politics, fashion and sustainability. In her spare time, she enjoys practicing yoga and watching conspiracy theories on YouTube.

Sales Tips: Has Your Selling Approach Changed? Your Buyer Has.

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<a href=”http://blog.customercentric.com/blog/bid/89364/sales-training-article-has-your-selling-approach-changed” title=”” class=”hs-featured-image-link”> <img src=”http://blog.customercentric.com/hubfs/buyer-center-whiteboard.png?t=1489093932032″ alt=”Sales Tips: Has Your Selling Approach Changed? Your Buyer Has.” class=”hs-featured-image” style=”width:auto !important; max-width:50%; float:left; margin:0 15px 15px 0;”> </a>
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<h1>Sales Tips: Buyers Have Changed. Has Your Sales Approach Changed?</h1>
<em><span style=”font-family: georgia, palatino; font-size: 14px; color: #152d53;”>By John Holland, Chief Content Officer, CustomerCentric Selling®</span></em>
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<span style=”font-family: georgia, palatino; font-size: 14px; color: #152d53;”>It would be hard to disagree that today’s buyers:</span>
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<ul>
<li><span style=”font-family: georgia, palatino; font-size: 14px; color: #152d53;”>Leverage the Internet and social networking</span></li>
<li><span style=”font-family: georgia, palatino; font-size: 14px; color: #152d53;”>Bring sellers into buying cycles later than ever before</span></li>
<li><span style=”font-family: georgia, palatino; font-size: 14px; color: #152d53;”>Feel they know their requirements before talking to salespeople</span></li>
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<img src=”http://track.hubspot.com/__ptq.gif?a=22968&amp;k=14&amp;r=http%3A%2F%2Fblog.customercentric.com%2Fblog%2Fbid%2F89364%2Fsales-training-article-has-your-selling-approach-changed&amp;bu=http%253A%252F%252Fblog.customercentric.com%252Fblog&amp;bvt=rss” alt=”” width=”1″ height=”1″ style=”min-height:1px!important;width:1px!important;border-width:0!important;margin-top:0!important;margin-bottom:0!important;margin-right:0!important;margin-left:0!important;padding-top:0!important;padding-bottom:0!important;padding-right:0!important;padding-left:0!important; “>

Sales Tips: Critical Need for Solid Business Development Skills

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<a href=”http://blog.customercentric.com/blog/bid/77191/sales-training-article-business-development” title=”” class=”hs-featured-image-link”> <img src=”http://blog.customercentric.com/hubfs/phone-call.png?t=1489093932032″ alt=”business development” class=”hs-featured-image” style=”width:auto !important; max-width:50%; float:left; margin:0 15px 15px 0;”> </a>
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<p class=”hs-migrated-cms-post” style=”line-height: 1.75em;”>&nbsp;</p>
<img src=”http://track.hubspot.com/__ptq.gif?a=22968&amp;k=14&amp;r=http%3A%2F%2Fblog.customercentric.com%2Fblog%2Fbid%2F77191%2Fsales-training-article-business-development&amp;bu=http%253A%252F%252Fblog.customercentric.com%252Fblog&amp;bvt=rss” alt=”” width=”1″ height=”1″ style=”min-height:1px!important;width:1px!important;border-width:0!important;margin-top:0!important;margin-bottom:0!important;margin-right:0!important;margin-left:0!important;padding-top:0!important;padding-bottom:0!important;padding-right:0!important;padding-left:0!important; “>

Sales Tips: Leaders Are Readers

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<a href=”http://blog.customercentric.com/blog/sales-tips-leaders-are-readers” title=”” class=”hs-featured-image-link”> <img src=”http://blog.customercentric.com/hubfs/books-3.png?t=1489093932032″ alt=”What was the last book you read to sharpen the saw?” class=”hs-featured-image” style=”width:auto !important; max-width:50%; float:left; margin:0 15px 15px 0;”> </a>
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<h1>Sales Tips: Leaders Are Readers</h1>
<p style=”line-height: 1.75em;”><span style=”font-family: georgia, palatino; font-size: 14px; color: #152d53;”><em style=”font-weight: normal;”>By Frank Visgatis, President &amp; Chief Operating&nbsp;Officer,&nbsp;CustomerCentric Selling®</em></span></p>
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<img src=”http://track.hubspot.com/__ptq.gif?a=22968&amp;k=14&amp;r=http%3A%2F%2Fblog.customercentric.com%2Fblog%2Fsales-tips-leaders-are-readers&amp;bu=http%253A%252F%252Fblog.customercentric.com%252Fblog&amp;bvt=rss” alt=”” width=”1″ height=”1″ style=”min-height:1px!important;width:1px!important;border-width:0!important;margin-top:0!important;margin-bottom:0!important;margin-right:0!important;margin-left:0!important;padding-top:0!important;padding-bottom:0!important;padding-right:0!important;padding-left:0!important; “>

Sales Tips: Garbage In, Garbage Out

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<a href=”http://blog.customercentric.com/blog/sales-tips-grading-opportunities-gigo” title=”” class=”hs-featured-image-link”> <img src=”http://blog.customercentric.com/hubfs/typing-on-keyboard.png?t=1489093932032″ alt=”typing-on-keyboard.png” class=”hs-featured-image” style=”width:auto !important; max-width:50%; float:left; margin:0 15px 15px 0;”> </a>
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<h1>Sales Tips: Grading Opportunities – Garbage In, Garbage Out</h1>
<p style=”line-height: 1.75em;”><span style=”font-family: georgia, palatino; font-size: 14px; color: #152d53;”><em style=”font-weight: normal;”>By John Holland, Chief Content Officer,&nbsp;CustomerCentric Selling®</em></span></p>
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<img src=”http://track.hubspot.com/__ptq.gif?a=22968&amp;k=14&amp;r=http%3A%2F%2Fblog.customercentric.com%2Fblog%2Fsales-tips-grading-opportunities-gigo&amp;bu=http%253A%252F%252Fblog.customercentric.com%252Fblog&amp;bvt=rss” alt=”” width=”1″ height=”1″ style=”min-height:1px!important;width:1px!important;border-width:0!important;margin-top:0!important;margin-bottom:0!important;margin-right:0!important;margin-left:0!important;padding-top:0!important;padding-bottom:0!important;padding-right:0!important;padding-left:0!important; “>

Sales Tips: Quality Control and Seller Productivity

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<a href=”http://blog.customercentric.com/blog/sales-tips-seller-productivity” title=”” class=”hs-featured-image-link”> <img src=”http://blog.customercentric.com/hubfs/sunglasses.jpg?t=1489093932032″ alt=”Viewing Opportunities through Sunglasses” class=”hs-featured-image” style=”width:auto !important; max-width:50%; float:left; margin:0 15px 15px 0;”> </a>
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<h1>Sales Tips: Determining “Forecast” vs. “Sunshine Pump”</h1>
<p style=”line-height: 1.75em;”><span style=”font-family: georgia, palatino; font-size: 14px; color: #152d53;”><em style=”font-weight: normal;”>By John Holland, Chief Content Officer,&nbsp;CustomerCentric Selling®</em></span></p>
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<img src=”http://track.hubspot.com/__ptq.gif?a=22968&amp;k=14&amp;r=http%3A%2F%2Fblog.customercentric.com%2Fblog%2Fsales-tips-seller-productivity&amp;bu=http%253A%252F%252Fblog.customercentric.com%252Fblog&amp;bvt=rss” alt=”” width=”1″ height=”1″ style=”min-height:1px!important;width:1px!important;border-width:0!important;margin-top:0!important;margin-bottom:0!important;margin-right:0!important;margin-left:0!important;padding-top:0!important;padding-bottom:0!important;padding-right:0!important;padding-left:0!important; “>

Sales Tips: No More Excuses

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<a href=”http://blog.customercentric.com/blog/sales-tips-no-more-excuses” title=”” class=”hs-featured-image-link”> <img src=”http://blog.customercentric.com/hubfs/frustrated-seller-1.png?t=1489093932032″ alt=”Losing Seller” class=”hs-featured-image” style=”width:auto !important; max-width:50%; float:left; margin:0 15px 15px 0;”> </a>
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<h1>Sales Tips: No More&nbsp;Excuses for Coming Up Short</h1>
<p style=”line-height: 1.75em;”><span style=”font-family: georgia, palatino; font-size: 14px; color: #152d53;”><em style=”font-weight: normal;”>By Gary Walker, EVP of Channel Sales &amp; Operations,&nbsp;CustomerCentric Selling®</em></span></p>
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<img src=”http://track.hubspot.com/__ptq.gif?a=22968&amp;k=14&amp;r=http%3A%2F%2Fblog.customercentric.com%2Fblog%2Fsales-tips-no-more-excuses&amp;bu=http%253A%252F%252Fblog.customercentric.com%252Fblog&amp;bvt=rss” alt=”” width=”1″ height=”1″ style=”min-height:1px!important;width:1px!important;border-width:0!important;margin-top:0!important;margin-bottom:0!important;margin-right:0!important;margin-left:0!important;padding-top:0!important;padding-bottom:0!important;padding-right:0!important;padding-left:0!important; “>

Sales Tips: Who Owns the Pipeline?

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<a href=”http://blog.customercentric.com/blog/sales-tips-manager-quality-control” title=”” class=”hs-featured-image-link”> <img src=”http://blog.customercentric.com/hubfs/Benefit-vs-Disruption.png?t=1489093932032″ alt=”Benefit-vs-Disruption” class=”hs-featured-image” style=”width:auto !important; max-width:50%; float:left; margin:0 15px 15px 0;”> </a>
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<h1>Sales Tips: Who Owns the Pipeline?</h1>
<p style=”line-height: 1.75em;”><span style=”font-family: georgia, palatino; font-size: 14px; color: #152d53;”><em style=”font-weight: normal;”>By John Holland, Chief Content Officer,&nbsp;CustomerCentric Selling®</em></span></p>
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<img src=”http://track.hubspot.com/__ptq.gif?a=22968&amp;k=14&amp;r=http%3A%2F%2Fblog.customercentric.com%2Fblog%2Fsales-tips-manager-quality-control&amp;bu=http%253A%252F%252Fblog.customercentric.com%252Fblog&amp;bvt=rss” alt=”” width=”1″ height=”1″ style=”min-height:1px!important;width:1px!important;border-width:0!important;margin-top:0!important;margin-bottom:0!important;margin-right:0!important;margin-left:0!important;padding-top:0!important;padding-bottom:0!important;padding-right:0!important;padding-left:0!important; “>

Sales Tips: Enabling Excellence through Process

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<a href=”http://blog.customercentric.com/blog/sales-tips-process-brings-out-excellence” title=”” class=”hs-featured-image-link”> <img src=”http://blog.customercentric.com/hubfs/on-target-multiple.png?t=1489093932032″ alt=”Achieving Top-line Revenue ” class=”hs-featured-image” style=”width:auto !important; max-width:50%; float:left; margin:0 15px 15px 0;”> </a>
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<h1>Sales Tips: Achieving Excellence through Process</h1>
<p style=”line-height: 1.75em;”><span style=”font-family: georgia, palatino; font-size: 14px; color: #152d53;”><em style=”font-weight: normal;”>By John Holland, Chief Content Officer,&nbsp;CustomerCentric Selling®</em></span></p>
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<img src=”http://track.hubspot.com/__ptq.gif?a=22968&amp;k=14&amp;r=http%3A%2F%2Fblog.customercentric.com%2Fblog%2Fsales-tips-process-brings-out-excellence&amp;bu=http%253A%252F%252Fblog.customercentric.com%252Fblog&amp;bvt=rss” alt=”” width=”1″ height=”1″ style=”min-height:1px!important;width:1px!important;border-width:0!important;margin-top:0!important;margin-bottom:0!important;margin-right:0!important;margin-left:0!important;padding-top:0!important;padding-bottom:0!important;padding-right:0!important;padding-left:0!important; “>

Sales Tips: Sales Requires Courage

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<a href=”http://blog.customercentric.com/blog/sales-tips-sales-requires-courage” title=”” class=”hs-featured-image-link”> <img src=”http://blog.customercentric.com/hubfs/running-on-treadmill-gym.jpg?t=1489093932032″ alt=”Workout” class=”hs-featured-image” style=”width:auto !important; max-width:50%; float:left; margin:0 15px 15px 0;”> </a>
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<h1>Sales Tips: Sales Requires Courage</h1>
<p style=”line-height: 1.75em;”><span style=”font-family: georgia, palatino; font-size: 14px; color: #152d53;”><em style=”font-weight: normal;”>By Gary Walker, EVP of Channel Sales &amp; Operations,&nbsp;CustomerCentric Selling®</em></span></p>
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<img src=”http://track.hubspot.com/__ptq.gif?a=22968&amp;k=14&amp;r=http%3A%2F%2Fblog.customercentric.com%2Fblog%2Fsales-tips-sales-requires-courage&amp;bu=http%253A%252F%252Fblog.customercentric.com%252Fblog&amp;bvt=rss” alt=”” width=”1″ height=”1″ style=”min-height:1px!important;width:1px!important;border-width:0!important;margin-top:0!important;margin-bottom:0!important;margin-right:0!important;margin-left:0!important;padding-top:0!important;padding-bottom:0!important;padding-right:0!important;padding-left:0!important; “>