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“Manufacturing products and providing services are no longer enough. Experiences are
the foundation for future economic growth.”
- Joseph Pine
Simply selling a product or service isn’t cutting it anymore.
This is the era of the new consumer… Where they have all the power. They have more options than ever before. They’re actively looking for information to ensure they’re making a smart decision. They demand exceptional customer support. They have high expectations - and they deserve to - because if you’re not willing to give it to them, someone else will.
A recent study by the Weatherhead School of Management at Case Western Reserve University reported that:
To determine the real, loyalty-building value of your products and services, you have to go beyond the features, beyond the functions, and beyond the processes we are all so fond of and instead look at two critical factors - the value your offering brings to a customer's life and how the experiences that surround and support your offering add to or detract from that value.
That’s why we’re talking about the front-end sales experience today.
This encompasses everything a consumer experiences before they become your customer. It includes the experience they have when they first come to your website, the experience when they first set foot in your front door, the experience of calling your office for the first time, sending you an email for the first time, chatting with you online, etc.
If you’re not evaluating (and seeing where you can improve) the front-end sales experience, chances are high that you’re inadvertently losing sales.[/text_block][/op_liveeditor_element]