While encouraging teams to focus only on their strengths is a great way to boost productivity, it’s also an easy way to create roadblocks on the way to launching a new product or service. The sales professionals have the sales goals. Customers and businesses are much wiser and demanding now. A Customer is always on the look out for advice on a product before he can try it. Disappoint or annoy your customer, and don’t worry… they’ll be someone else’s customer soon enough. Retaining loyal customers leads to repeat purchases and keeping your customer satisfaction high is great for getting referrals. Being able to anticipate customer needs, with customer support and sales working cohesively, will generate more upsell and cross-sell opportunities than you may have ever imagined. Happy customers buy more. With such a positive experience, they are likely to recommend your service to others, thus driving more sales. But they often fail to understand clearly what a superior customer experience is worth and exactly how it will generate value. In addition, spending some of the budget on customer service results in making existing customers happy, which is less of a cost than acquiring new customers. Oftentimes marketing, sales and customer service departments work in silos: they’re each focused on their individual strengths, leaving little understanding of the process happening at neighboring desks. 95% of customers claim they share their bad experiences with customer service with other people. People in general have opinions about anything and anyone. © 2020 Purus Consultants All Rights Reserved. Here are some stats to consider.In a 2015 study, customers had a few things to say about customer service and how it affects their spending habits: So, here is the takeaway: if a customer likes how your company handles its customer service, they are more likely to A) Spend more money for products/services, B) Return for more sales C) Tell everyone about the great customer service they received. B) Seek out a company with better customer service and give them their money, and C) Tell everyone about the poor customer service treatment they received from your company. Your message is the same. If your sales people don’t understand how customer service bridges the gap between marketing and sales, business will slip right through your fingers. With the same values being the driving force between service and sales, the overall result would always be a POSITIVE CUSTOMER EXPERIENCE. Why sales and customer service teams struggle to align. Everyone in Service and Sales works toward a common goal – customer satisfaction – but some things have been known to get in their way of doing that in harmony. The sales staff may work with customers who come in the door or who call over the phone. Customers – existing or prospective – approach your business looking for an answer. Therefore, they will immediately form an opinion about your … These include: 1. Salesforce, Sales Cloud. This is often referred to as … Salesforce, Sales Cloud are trademarks of Salesforce.com, Inc. and are used here with permission. 82% of customers claim they actually stopped doing business with companies due to poor customer service. Instead, they should focus on how the two can work in harmony to better assist the needs of your customers. He felt like he was being listened to and acknowledged appropriately. The result will be a boost in profit and patrons who will speak highly of your company in your presence…and your absence. If you continue to use this site we will assume that you are happy with it. A case in point… We recently found ourselves in the market for a new DVD player. The customer feels like the person serving him actually cared about him and his needs. Customer service and sales should have a common goal: Ensure that the customer gets the results you told them to expect. The conclusion? Although many business owners recognize the link between customer service and sales, many think of it as a one-way street, with good customer service helping to generate return custom. It’s more than that, and in some cases it’s the difference between significant sales and lackluster ones. To establish a closer link between customer experience and profitability, organisations need to be much clearer about what matters to their customers. Study your customer satisfaction surveys. 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