Customer Experience Begins Before a Sales Rep Makes an Approach
Your Value Proposition Must Be Lived
The customer experience may begin with a referral, an online search, an industry event, an introduction from a trusted advisor, or a visit to your website.
From there, the customer may interact with marketing, sales, engineering, estimating, operations, customer service, billing, or senior management. And the experience continues well into the post-sale relationship.
The customer doesn't care which department owns each interaction.
The customer experiences one company.
The customer journey is end-to-end.
That’s why your value proposition shouldn't simply communicate what you do. It should be lived by the customer at every touchpoint.
If one touchpoint fails to live up to the promise, the customer's perception of your company can weaken.
Most companies can articulate some version of a UVP. Far fewer consistently deliver it.
Your UVP needs to be built into your processes and understood, believed, and lived by everyone who interacts with the customer.
When your value proposition becomes the foundation of the customer experience, your differentiation becomes much more than a marketing message.
It becomes something your competitors can't easily copy.
