Seller experience: The secret sauce for delighting customers
Discover how investing in seller experiences can boost customer satisfaction, improve sales performance, and drive sustainable growth.
In the ever-changing sales landscape, where customers are increasingly taking control of the early stages of their buying journey, the importance of seller experiences cannot be overstated. It is the secret sauce that can drive customer satisfaction and business growth.
Research shows that investing in a better seller experience can lead to significant competitive advantages, including improved customer KPIs, higher win rates, increased seller performance, enhanced forecast accuracy, and reduced seller attrition.
Customer experience remains a top priority
80%
Over 80% of global enterprises report that customer experience programs will be a priority investment over the next two years.
21%
21% of companies identify skills and people resources as a challenge in transforming and improving their customer experience.
1IDC Webinar; “Future of Customers and Consumers Survey”, IDC, September 2021
The road to seller experience excellence
To create a positive seller experience, businesses need to understand the seller journey, address increasing complexity, and go beyond mere technology implementation. This involves streamlining processes, providing relevant insights, simplifying tools, and reducing administrative burdens for sellers.
We recommend that your organization take the following three steps to improve your seller experience:
- Reduce friction in customer interactions by exploring the seller's journey across the onboarding to transition lifecycle.
- Understand the customer's buying process and engage at critical moments to create a winning seller experience.
- Identify and implement long-term drivers of seller success strategies such as onboarding, coaching, and more.
To truly capture a competitive advantage in today's market, the key lies in providing not only optimal customer experiences, but also a top-notch seller experience. By investing in the seller experience, you can create a win-win situation for both sellers and customers, driving business growth and success.
Dive into our thinking:
Seller experience: The secret sauce for delighting customers
Unlock the secret to business growth and superior customer experience. Get ready to transform your results and gain a competitive edge.
Download PDFHow can KPMG help?
- Guide your business in implementing new technology to develop a competitive customer focus.
- Translate your needs and revenue goals into easy, manageable, and sustainable steps.
- Provide rapid seller experience assessments to identify attrition drivers and outdated processes.
- Show you which tools will help transform your seller experiences and support revenue goals.
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