applied know how
Last week, I introduced ways in which you can manage customer expectations.
McKinsey in their review of banks performance focus clearly on the moment of truth or the customer experience in assessing whether banks have increased performance.
So how you manage the expectations and experiences of your customers really does influence their purchase behaviour.
Let me go further, by introducing you to a little background.… Read more
When I spoke with Raymond, he was confused. “I thought he was ready to commit to the order” he said, “but when I presented the final promotional contract, he said he was still considering another offer”.
Raymond and his buyer obviously weren’t aligned in their separate perceptions of where they were in the buyer-seller journey.
Most of the reasons sales fall through is that the sellers perceptions and a buyers willingness to commit are misaligned.… Read more