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The Outcome-Centric Selling Blog

A tale of greed - and reckless disregard for the customer experience [updated]

Posted by Bob Apollo on Wed 15-May-2019

I hope you will forgive me this rant, but in addition to allowing me to vent my frustration, I believe the story contains some important messages and lessons...

French Air Traffic controllers earn around €106,000 euros – around three times the average French wage. Despite this and an impressive range of other benefits (including job security), they are so dissatisfied with their lot that they are prepared to strike on a regular basis without regard for their impact on the population it is their duty to serve.

Their motivation appears not to be driven by principle or a concern for safety, but by pure bloody mindedness and arrogant greed. As a relatively small number of individuals, they clearly seem to have a remarkable leverage and disproportionate power over the lives of hundreds of thousands of regular citizens.

They struck last Thursday. I was one of many swept up in the ensuing chaos, and it proved an interesting example of chains of failure of both systems and people – resulting in the customer experience being even worse than that caused directly by the strike. I’m writing this while are events are still fresh in my mind - heading back from Barcelona after a 12-hour delay which could - if left to the carrier Vueling - have been 36 hours or longer.

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Avoiding death by stovepipes [guest post]

Posted by David Jackson - Guest on Tue 25-Sep-2018

As anyone who has worked with me or read my articles, I am passionate about ensuring that sales and marketing are aligned in a common cause. But that's not enough: We need to ensure that marketing, sales and customer success are all working together to improve lifetime customer value.

I am delighted to invite David Jackson, CEO of TheCustomerCo - a widely recognised expert in the area of customer focused organisations and the former CEO of Clicktools (an Inflexion-Point client) to share his perspectives on the subject.

Working with Management Today magazine, David introduced and managed the UK Service Excellence Awards (subsequently renamed UK Customer Experience Awards) and is the author of 'Dynamic Organisations' and 'Becoming Dynamic', both published by Macmillan. Avis CEO Alun Cathcart described David's work as "essential reading for all those who lead organisations in the 21st century".

Over to you, David:

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What Sales could learn from Customer Experience

Posted by Bob Apollo on Thu 10-Sep-2015

I’m very grateful to Bob Thompson of CustomerThink for hosting a very stimulating round table with a group of the UK’s leading customer experience consultants yesterday. It was fascinating to hear what today’s best-in-class organisations are doing to create exceptional customer experiences - and somewhat galling to recognise how much room for improvement the rest of us have.

The essence of sales is surely (or ought to be) all about the quality of the buying experience, and there is clearly a great deal that those of us whose primary focus is on acquiring customers can learn from those whose business is primarily about retaining and developing customers…

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