SlideShare a Scribd company logo
CUSTOMER EXPERIENCE &
SALES
www.en.icons.hu
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
PASSIVE
FEATURES:
Neither the customer experience nor
the sales are not in focus. The
energy level is low. Neutral
relationship with the clients.
GENERAL ATTITUDE:
• Our products can be sold
automatically
• It is not our responsibility to
improve our relationships with our
clients
• We do not need to do more effort
TO BE DEVELOPED:
• Customer focus
• Sales focus
SERVICING
FEATURES:
Strong focus on customer
experience while the sales is
neglected. Sales opportunities are
missed out.
GENERAL ATTITUDE:
• We are always very polite
• We fulfill any request
• We want to provide a premium
service
TO BE DEVELOPED:
• Sales focus
PUSHY
FEATURES:
Strong focus on sales while the
customer experience focus is
neglected. Possible negative
emotions. Customer relationships
are in danger.
GENERAL ATTITUDE:
• We are pushing our solutions
• We are working very hard to get
new businesses
• We tell the client what he/she
needs
TO BE DEVELOPED:
• Customer focus
PARTNERSHIP & CO-CREATION
FEATURES:
Both customer experience and sales
are in focus. Good consensus of the
interests of customers and the
company. Long term good strategic
relationships with customers.
GENERAL ATTITUDE:
• We build mutual trust with our
customers
• We are proud of common
successes
• We are actively seeking for new
opportunities with our customers
THE AIM IS TO MAINTAIN THE
GOOD BALANCE OF SALES &
SUTOMER EXPERIENCE FOCUS!
4 STYLES
All the 4 styles can be identified
in the operation of the
companies.
It is very important to find and
keep the right balance!
Our diagnostic tool on the next
slide can help to understand the
current way of operating.
DIAGNOSIS
0
20
40
60
80
100
PARTNERSHIP
SERVICING
PASSIVE
PUSHY
AIM CURRENT

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Customer Experience & Sales

  • 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. PASSIVE FEATURES: Neither the customer experience nor the sales are not in focus. The energy level is low. Neutral relationship with the clients. GENERAL ATTITUDE: • Our products can be sold automatically • It is not our responsibility to improve our relationships with our clients • We do not need to do more effort TO BE DEVELOPED: • Customer focus • Sales focus
  • 4. SERVICING FEATURES: Strong focus on customer experience while the sales is neglected. Sales opportunities are missed out. GENERAL ATTITUDE: • We are always very polite • We fulfill any request • We want to provide a premium service TO BE DEVELOPED: • Sales focus
  • 5. PUSHY FEATURES: Strong focus on sales while the customer experience focus is neglected. Possible negative emotions. Customer relationships are in danger. GENERAL ATTITUDE: • We are pushing our solutions • We are working very hard to get new businesses • We tell the client what he/she needs TO BE DEVELOPED: • Customer focus
  • 6. PARTNERSHIP & CO-CREATION FEATURES: Both customer experience and sales are in focus. Good consensus of the interests of customers and the company. Long term good strategic relationships with customers. GENERAL ATTITUDE: • We build mutual trust with our customers • We are proud of common successes • We are actively seeking for new opportunities with our customers THE AIM IS TO MAINTAIN THE GOOD BALANCE OF SALES & SUTOMER EXPERIENCE FOCUS!
  • 7. 4 STYLES All the 4 styles can be identified in the operation of the companies. It is very important to find and keep the right balance! Our diagnostic tool on the next slide can help to understand the current way of operating.