Enhancing Customer Experience to Boost Sales

This quote has been attributed to many people, but primarily to Maya Angelou: “People may forget what you said, people may forget what you did, but they won’t forget how you made them feel.” Hi, this is Jack Kasel with Anthony Cole Training Group, and we’re talking about enhancing the customer experience.

Why Customer Experience Matters

I’m sure many of you have been to places where the service was absolutely stellar, the experience was amazing. Think about the difference between staying at a basic motel versus the Ritz-Carlton. You pay a higher amount at the Ritz, but you get a fabulous experience.

If you’ve ever read the book Inside the Magic Kingdom by Tom Connellan, you know about Disney’s fanatical approach to customer service. They ensure spotless walkways, repaint attractions overnight, and maintain a magical environment. As Connellan puts it: “Your competition is anyone that raises the expectations of your customers.” Even if you run a jewelry store, the local body shop could be your competition based on how they treat their customers.

Building Lasting Customer Relationships

To enhance customer experience, regular, meaningful communication is key. If clients only hear from you during contract renewals or when you’re upselling, they won’t feel valued. You want them to feel like they are the most important person in your world at that moment.

Here are some actionable ways to improve customer experience:

• Listen Actively: Pay attention to what your customers say. Reflect their perspective back to them, even when you don’t agree. This shows empathy and builds trust.
• Be Proactive: Follow up promptly and anticipate customer needs. Surprise them with thoughtful gestures or personalized service.
• Adopt the Platinum Rule: Go beyond the Golden Rule of treating others how you want to be treated. Instead, treat them how they want to be treated.

The Impact of Empathy in Sales

If you can articulate someone’s perspective, even if you disagree, you will enhance their experience. They’ll feel heard and respected. When customers feel understood, price becomes less important. They’ll return because of the exceptional experience you provide, not just the products or services you offer.

When preparing for your next customer interaction, ask yourself: How can I make this experience great for them? Focus on creating positive, lasting impressions through personalized service, empathy, and attention to detail.

By committing to enhancing the customer experience in sales, you’ll build stronger relationships, outshine the competition, and drive long-term success. Good luck and good selling!