Customer Experience

I read  some where that 75% of a sale is experience driven. The Other  day we  wanted  to buy Washing  machine and   visited  a  showroom  let  us  call  it  X .Expressionless  Salesman took us through the  shop  ritually without answering our  queries regarding  the  brand  displayed  ,more  over  he  lacked  enthusiasm  , icing  on  the  cake was   When we vocalized that we would prefer to see all  brands  before deciding the older guy behind the counter joked about confusing him and  his  staff . As a result of that experience we walked out of that showroom without purchasing . The second   showroom  call  it  as  Y  was attended by  experienced personal who give  his    full  attention ..He  explained with passion and  created positive experience  for  us . We were able to select the brand that we wanted and  lady behind the counter was attentive and courteous. We walked out buying the  brand  we  wanted and   believe  me I  felt  that some of the washing machine  brand had a better features  than the first showroom  we visited, or maybe it's because we didn't get to  see fully the  brands  in  showroom x or  maybe  the  attended in showroom Y  made  us  comfortable and  satisfied us    with  all  queries

The point of my article is not to rave about the show roomY, but rather to emphasis the importance of creating the experience for your buyers. By creating the experience you increase your  sale rate by I  dare  to  say more  then 90%.

There is a vast difference between being a happy customer, and being a truly  satisfied customers. If you want to increase your sales in a grassroots way, focus on improving the customer experience. Keep in mind the critical element of emotion, and its role in sales & marketing  Please your customers immensely, and they'll come back for more. And, they'll bring their friends. Your success in sales is directly determined by the way you are perceived,

Consider this analogy: if you flip on a red or blue spigot on a water cooler, you get either extremely hot, or extremely cold water. In either case, if you stick your hand in that stream of scalding or freezing liquid, you’ll usually react in a fairly significant way.Customers react in much the same way toward their experience with your business: only an excellent experience, or a terrible one, will generate a response. if the experience is tepid, the customer will go on their way without remark.

These tepid or lukewarm  customer experiences are the ones we want to address. You may have previously felt that as long as the majority of your customers walked away happy, without a complaint, you were doing well. If you want to take full advantage of the customer you worked hard to find, making them happy just isn’t enough.

Experience driven marketing is about creating a customer experience that is more than just acceptable…So how do you provide a truly satisfying customer experience?

 Here are several aspects to consider :First and foremost Be an expert on your product or service.You should know more than your most knowledgeable customer. Memorize Product specifications and features, and be familiar with any complex vocabulary relating to your product or service..Second most  important Be  Enthusiastic and be reasonably excited about your product or service! You dont have to do somersaults, but make sure to smile, make Eye contact, shake hands where appropriate, and maintain an up-beat attitude.  Moreover this  helps in  Connecting  with the customer emotionally. This  I  feel  is  very  important  ,do  you  think you  would  like  to hear from asales person with  a dead  pan  expression ?. In fact,   expert  feels that emotion accounts for 85% of a buying decision  and .that "people base their decisions on a complicated mixture of emotion and reason," and that "emotionally satisfied customers contribute far more to the bottom line than rationally satisfied customers do."

More over with  my experience in  sales over the  years I will  share  with you  one  important lesson   that please  leave the  formal business  speak at  home ,Be friendly –Enjoy what you  do ,Have fun in helping the prospects to make the  right  decision  on the  product  you   are selling  thereby helping  them to EXPERIENCE

“Get closer than ever to your customers. So close, in fact, that you tell them what they need well before they realize it themselves.” – Steve Jobs