The world of selling and customer service has changed a lot in just the past 10 years. It used to be salespeople could rely on a good golf game and communication skills to win deals. Customer service was a 1-800 number and often after long wait times and referral to 'multiple departments' customers got their answers. Either dated sales or service approach is no longer acceptable. Your customers expect better experiences from the time they are first sold through their entire service journey. They expect your sales people to have better intelligence on their specific issues, access to entitlements, and to have timely knowledge of customer service issues as they emerge not after they become a crisis.
Complicating the collection and analysis of customer data is the large number channels the information is received. Think about how many different ways you communicate every day. Phone, email, websites and forums, social, SMS, in-app messaging... these are all new channels that companies need to adapt to in order to provide service where the customer is. Additionally, there are trillions of connected devices, and with IoT, companies are collecting more data than ever before. It opens up a new level of expectation: if your customer is using a connected device, you should proactively identify issues before the customer knows there's an issue.
It makes it hard for our sales teams to have insight into up to the minute customer service issues, and the frontline customer service teams to meet these customer needs. Our customers are more empowered, savvy and discerning than ever before. This is why top performing companies are doubling down on customer experience as a competitive differentiator.
Many companies ask me, “where should I start?” Its simple. Make your sales and service teams work as a unit. They are the face of your company for that customer, and they need to be armed to provide a seamless experience.
Here are 3 secrets to building high performing, connected service & sales teams:
Interested in learning how to put this into action within your own organization?
Join me on May 30th, together with Daniel Murray, Director of Services at Core Health & Fitness , to learn how you can apply these 3 best practices to your business and unify your sales and service teams.