Enhancing Your Inbound Customer Experience Through Employee Engagement

Every time a lead comes up to the inbound sales department,  inbound sales representatives are given the chance to create a lasting impact on overall customer experience and build a foundation of a mutually beneficial relationship between buyer and supplier.

Inbound sales work through branding and marketing collaterals to lead the customer towards the business, meaning the lead that you are getting may be the first time they will interact with a business representative. However, 70% of all buying experiences are gathered from how customers felt while being treated. This just proves that the inbound sales team should be able to have control on customer experience right from the start. And here are ways on how to do it through employee engagement.

1. Have a customer-centric mentality in the business

Having a customer-centric vision will help inbound sales representatives to commit to providing outstanding customer experience throughout every stage of the sales process. However, to have a seamless execution and consistent vision, a customer-experience strategy should be developed for employees to take it into the heart. You should learn to empower your sales team members to impress their clients always by educating them with a structure where they can understand the initiative of the company, and feel trusted at the same time to make important decisions to create the experience.

2. Create specialised representative sales roles

Inbound sales teams are known to hit a certain number of engagements and each interaction will need time in responding to questions and doing research regarding the prospects. This time used can drain their whole work time, thus other tasks are done quickly to meet deadlines. A solution to this is that members of Inbound sales teams should be divided by the business into different focuses for them not to compromise the quality of customer experience they should be providing.

3. Team up with the marketing department for better customer journey understanding

We all know that customer experience starts from the first interaction of the inbound sales representative to a lead, but it would be best to pay attention to the marketing department to flawlessly create a customer journey map to understand customer responses and decision making. This will give an idea to the inbound sales representatives on how to act and respond to certain situations with prospects.

Creating a lasting impression to leads will need a seamless execution of a customer-experience strategy created by the business sales leaders. This customer-experience strategy should be taken to heart by inbound sales representatives to be able to incorporate a customer centric mentality in all phases of customer interaction. To know a strategic contact centre outsourcing, find out if their inbound sales representatives are dedicated enough to commit to providing the best customer experience across all stages of interaction.

Source: http://globalteleforce.com/blog/enhancing-your-inbound-customer-experience-through-employee-engagement

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