In this episode of What’s Wrong With Revenue? we unpacked why the experience is so critical for both prospects and customers if you’re trying to grow.
It’s really everything today. It’s at the center of marketing, sales and customer service. If you want to generate leads, you had better create an amazing marketing experience for prospects. If you want to generate new customers, you had better create an amazing sales experience for qualified opportunities. And if you want to grow revenue, you had better create an amazing service experience for customers.
The more remarkable these experiences, the faster you’ll grow revenue and the faster your company will grow.
To do this, you need to be intimate with your prospect/customer buyer journey.
You need to know how they feel, what questions they’re asking, what information they need, what materials help them feel safe and who they should be talking to at every step of the way.
Once you know this, you need to rearchitect the experience, installing what Disney calls little wows along the way – those little experience-enhancing touches that make someone say, “Wow, this company is awesome!”
We shared several experiences from other companies that have done something similar and, not surprisingly, these are all wildly successful companies.
We also talked about some of the methodologies and frameworks that you can use to map the buyer journey, identify each of the touch points and start working to make them more remarkable.
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