2 responses

  1. Jim Watson
    November 3, 2010

    Dale, you covered a lot of solid practices in this post – things that we all need to do more of, or do more consistently – thanks.

    The post begins with “The customer experience begins with the first sales call.” What impact do you think advertising, marketing initiatives and “street talk” can have on the CEx, and do you think these pre-sales touch-points are part of the overall Experience?

  2. Dale Wolf
    November 3, 2010


    Thanks for the corrective reminder. In my zeal to show how sales impacts the customer experience, I left out the very important pre-sales marketing activities. The truth is that every touch with a prospect or a customer has a positive or negative (or maybe even neutral) effect on the customer experience.

    Promises made during branding, lead gen, PR, social media, and promises kept during customer service are essential components in designing and delivering a perfect branded experience.

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