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Matthew Dixon
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“what sets the best suppliers apart is not the quality of their products, but the value of their insight—new ideas to help customers either make money or save money in ways they didn’t even know were possible.”
― The Challenger Sale: Taking Control of the Customer Conversation
― The Challenger Sale: Taking Control of the Customer Conversation
“the role of customer service is to mitigate disloyalty by reducing customer effort.”
― The Effortless Experience: Conquering the New Battleground for Customer Loyalty
― The Effortless Experience: Conquering the New Battleground for Customer Loyalty
“There’s something else about this list that really jumps out. Take another look at the top five attributes listed there—the key characteristics defining a world-class sales experience: Rep offers unique and valuable perspectives on the market. Rep helps me navigate alternatives. Rep provides ongoing advice or consultation. Rep helps me avoid potential land mines. Rep educates me on new issues and outcomes. Each of these attributes speaks directly to an urgent need of the customer not to buy something, but to learn something. They’re looking to suppliers to help them identify new opportunities to cut costs, increase revenue, penetrate new markets, and mitigate risk in ways they themselves have not yet recognized. Essentially this is the customer—or 5,000 of them at least, all over the world—saying rather emphatically, “Stop wasting my time. Challenge me. Teach me something new.”
― The Challenger Sale: Taking Control of the Customer Conversation
― The Challenger Sale: Taking Control of the Customer Conversation
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