Practical application of the Customer experience & Sales model at a commercial company.

1. CUSTOMER EXPERIENCE & SALES
Test results + Action plan
www.en.icons.hu

2. THE MODEL
This simple model below can help to identify the current selling approach
of the company.
The model has 2 dimensions:
• Sales focus
• Customer Experience focus

3. PUSHY
PARTNER-
SHIP
&
Co-creation
PASSIVE SERVICING
STRONG SALES FOCUS
WEAK SALES FOCUS
STRONGCUSTOMEREXPERIENCEFOCUS
WEAKCUSTOMEREXPERIENCEFOCUS
TEST RESULTS
68%
65%
73%
82%

4. PASSIVE: 65%
Too passive, the team should be energised!
TEST RESULTS:
• Our products can be sold
automatically: 78%
• It is not our responsibility to
improve our relationships with our
clients: 66%
• We do not need to do more effort:
52%
TO BE DEVELOPED :
Customer focus: a bit lazy attitude,
there is a need to create positive
customer experience.
Sales focus: They trust too much in
their product range and without
sales activities they miss business
opportunities.

5. SERVICING: 82%
too reactive, the sales focus should be
imcreased!
TEST RESULTS:
• We are always very polite: 85%
• We fulfil any request: 75%
• We want to provide a premium
service: 86%
TO BE DEVELOPED :
The high level service creates
business opportunities which should
be realised by proactive sales.

6. PUSHY: 68%
healthy assertive attitude which can be
utilised even better by focusing on the needs
of the customers’
TEST RESULTS :
• We are pushing our solutions:
66%
• We are working very hard to get
new businesses: 72%
• We tell the clients what they
need: 66%
TO BE DEVELOPED :
Acquiring new businesses by
focusing more avctively on the
needs of the customers.

7. PARTNERSHIP & CO-CREATION: 73%
TO BE IMPROVED
TEST RESULTS :
• We build mutual trust with our
customers: 79%
• We are proud of common
successes: 81%
• We are actively seeking for new
opportunities with our customers:
60%
TO BE DEVELOPED :
Realising business opportunities by
creating real partnership and co-
create mutually attractive and
valuable solutions.

8. PUSHY
PARTNER-
SHIP
&
CO-
CREATION
PASSIVE
SERVICING
STRONG SALES FOCUS
WEAK SALES FOCUS
STRONGCUSTOMEREXPERIENCEFOCUS
IDEAL RESULTS
70%
50%
80%
70%
WEAKCUSTOMEREXPERIENCEFOCUS