Why Customer Experience Should Be Top of Mind for Sales Leaders

Are you creating an experience that drives revenue and referrals?
“How much did you say that cost?” I asked the barista. I knew I heard him correctly, but I still couldn’t believe it was $5.50 for a cup of coffee—not a mocha, not a latte, not a cappuccino, just coffee. He told me that with a straight face—no smile, no welcome. In fact, he was rather rude. I just wanted a damn cup of black coffee. I walked.
This lackluster customer experience was in stark contrast to my recent experience flying with Delta. It was my first Delta flight in recent years. Usually, major airlines treat you like a number—unless you’ve flown zillions of miles with them—but this time, they made me feel like a real person.
I was racing to catch a connecting flight and arrived breathless at the gate. When I handed over my boarding pass, the woman said, “Welcome to