Why Customer Experience Still Wins

Customer experience is more than a buzzword. It’s how you stand out in a competitive field. Whether you work in banking, financial services, or insurance, delivering a strong customer experience starts with the way you show up in every conversation. Each call, meeting, or message is a chance to build trust, solve problems, and grow your book of business.

Studies show that customers who feel engaged are more likely to stay loyal, refer others, and return when they need something new. That kind of loyalty doesn’t come from automation. It comes from you.

Are You Creating Engagement or Just Checking Boxes?

When you connect with a customer, are you creating value or simply completing a task? Think about what they walk away with. Did they feel heard? Did they learn something? Did the conversation help them move forward?

According to Gallup:

• 48% of satisfied customers would consider returning for another product or service.

• That number jumps to 83% when those customers are fully engaged.

The goal isn’t just to make a customer happy. It’s to make them feel connected. And that starts with how you communicate.

Great Conversations Are a Sales Advantage

You don’t need a perfect pitch or a flashy presentation. The most successful salespeople are the ones who know how to ask good questions, listen well, and make people feel understood. Customers are tired of being blasted with emails and surveys. They want real conversations that lead to real solutions.

When a customer feels understood and supported, they don’t look elsewhere. They come back. And they tell others about the experience.

Build the Skills That Set You Apart

If you want to improve your close rate, uncover more opportunities, and build stronger customer relationships, focus on sharpening your skills. Our partner, Objective Management Group, has identified 21 Core Sales Competencies that top performers consistently show strength in. These fall into three key areas:

• Tactical selling skills

• Sales mindset and beliefs

• Drive and motivation

Improving in just one of these areas can make a difference. But when you strengthen all three, you become the kind of salesperson customers trust and return to.

Author:

Mark Trinkle, Chief Growth Officer
Anthony Cole Training Group

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