{"id":1083,"date":"2016-01-27T06:00:52","date_gmt":"2016-01-26T20:00:52","guid":{"rendered":"https:\/\/customercentriccoach.com\/?p=1083"},"modified":"2017-06-04T12:29:52","modified_gmt":"2017-06-04T02:29:52","slug":"one-thing-to-avoid-that-negatively-impacts-sales-results","status":"publish","type":"post","link":"https:\/\/customercentriccoach.com\/one-thing-to-avoid-that-negatively-impacts-sales-results\/","title":{"rendered":"One Thing To Avoid That Negatively Impacts Sales Results"},"content":{"rendered":"

I was researching online recently and stumbled across an article<\/a> detailing some of the customer experience discoveries and improvements at Mercedes Benz since the arrival of the (now outgoing) CEO Stephen Cannon. The most startling of all the sentences was this one.<\/p>\n

\u2018Another thing Cannon learned early on was that 70% of employees had never driven a Mercedes Benz.\u2019<\/span><\/p>\n

Imagine that. A stalwart of the automotive industry not having the majority of it\u2019s people completely understand the experience of the cars they sell each day? Admiring these vehicles, cleaning them, perhaps sitting inside as they outline the benefits and customisable features to potential buyers. But, never driving one.<\/p>\n

It seems almost unfathomable that they wouldn\u2019t have realised the value in going beyond educating staff on the features and benefits of their range before recent times. So, it appears that even the most established and successful have overlooked the value of \u00a0product knowledge on a deeper level. The full customer experience.<\/p>\n

Using the example of eating out because it\u2019s one most of us have experienced, I nearly always ask wait staff to tell me about their favourite dishes. At least 50 per cent of the time it\u2019s clear they\u2019ve not tried much of the menu. It becomes a very different experience though when I walk out of a venue knowing the unique way the chef makes a dish, or that the coffee beans are from a sustainable source that provides resources for children of the farming community. When I\u2019ve been told about it, it\u2019s all knowledge I walk away with, and if I find value in it, I\u2019m likely to tell my family and friends about it too, creating a connection of sorts with the business or brand.<\/p>\n

Knowing our customers, what excites them, motivates them to return and tell others is part of this discovery process but determining what it is that we don\u2019t yet know about what we sell is key. We can usually quite easily change that and in turn, have an opportunity to offer a fuller, richer customer experience.<\/p>\n

So, I encourage you to take a look within your business and ask:<\/p>\n