Customer Experience: The Ultimate Goal Is Sustainable Results

A few weeks ago, I had the pleasure of presenting the highlights of our 2018 Customer Experience Study at our first, and very well received, CX event in Luton, UK. Today, let me share a few highlights of our study. And next time, we’ll discuss what customer experience has to do with sales enablement. Now, let’s establish a foundation first.
Why is customer experience getting more important every day?
One reason is that selling does not end when a deal has been closed – especially not in the age of the customer. Instead, professional selling is now about adding value in each interaction, with all involved buyer roles, at each stage of the customer’s path. And that means adding value in the early awareness phase, during the buying phase and when customers are going to implement and use your products and services. You get the point. Customer experience, good or bad,