When business email recipients are asked who they should respond to first, the most common answer is “the boss.” And it’s downhill from there. Make ‘now’ the only acceptable response time. Those salespeople who are most successful in accomplishing this objective, a role some call “customer experience facilitator,” deserve to be compensated appropriately because of their ability to clearly understand customer needs and expectations.Ģ. But it does suggest that salespeople now have the task of aligning a company with its customers in ways that result in ever increasing loyalty. However, this shouldn’t cause anyone to conclude the change diminishes the salesperson’s value. While this may help explain the near fanatical customer loyalty enjoyed by such companies, it also calls into question the traditional and cherished role of salespeople as intermediaries operating between a company and its customers. Make compelling statements that deliver the right message.
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