Waypoint Group Solutions:
Everyone Sells
Improve Loyalty at the Front Line:
Make Customer Experience Relevant to Everyone
At the Point of Sale, promises are made to the customer.
At the Point Of Promise, your company must deliver.
Every interaction with a customer provides an opportunity to:
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Behavioral Economics is the Key
Every customer interaction must reinforce your value. Yet not every front-line employee is adept at delivery: they clearly have different training, expertise, and tasks. The critical element is to translate your company's strategy, purpose, and solutions into terms and content that are easily implemented by your service and account management staff. After all, they still have their day job and have work to get done; yet every opportunity to win business must take place.
Culturally, call centers are about problem resolution, not customer relationships. This is because of the behavioral economic conditions in the call center. We need change the focus from the problem to the focus on the customer. That’s where the growth comes from.
On the sales side it’s the same thing – they look after selling new logos, but not always about managing current customer relationships. Those companies that have Account Managers that look after the interests of their clients have greatly benefited from the resulting organic growth.
We translate your value proposition into bits that each department can understand and implement in the context of their daily work, avoiding missed opportunities you never even knew you had.
Grow Your Referrals: Deliver on the Promise
Service Operations needs to deliver on the promises set by sales. This requires that your delivery teams:
- Know what Sales is promising
- Can deliver on that promise.
While good sales people generally spend great care and time during the sales process to fully understand the prospects' wants and needs to present relevant solutions, those requirements are not often passed along to the rest of the company in a sustainable manner. Sales people understand that referrals are a big part of their business, yet poor delivery will often impact those referrals. This is why it is critical to obtain alignment across the company: All employees must understand and fulfill your company's mission, solutions, and promise.
We build an ESP-enabled process to deliver on your promises and obtain more referrals.
