Online Newsletter for Call Center Personnel
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume VIX, Issue 5

Date: May 1, 2008 - "We, The People"

I’ve been speaking and writing about how important it is to create relationship with your customers—current, potential, or future.  The 2008 CSO Insight’s Sales Performance Optimization Survey (14th edition) found the #1 reason companies win deals is because of their relationships with prospects.  And conversely, a major reason they lose deals is because of the competition’s relationship with the prospect. 

As I’ve said before, what distinguishes one company from another in today’s competitive marketplace is its relationship with the customer.   

This survey also found that product superiority dropped down to the #3 reason companies win deals, with just 35% of companies citing it, versus 56% who say relationships drive their wins. 

And once again who has the awesome responsibility of creating that relationship with the customer?  Every employee at your organization, including yourself.  In that moment of truth which is: 

v       Every contact a customer has with you

v       Every time a customer contacts anyone in your company

v       Every experience a customer has with your company’s service strategy

v       Every time a customer interacts with your CEO 

At that time, a decision is made by the customer as to whether to do business with your company or not.  In those first three sentences it is determined whether this is going to be a good or bad experience, a waste of your time, a frustration, an interaction that will not get you what you want, or need, or any resolution.  In those first three sentences! 

It’s worth repeating that a customer doesn’t care what you know until they know you care. First fix the customer, then fix the problem


2008 Human Technologies Global, Inc. All rights reserved.

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