| Customer Experience Programmes (C E Ps) |
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Business is all about customer/client experience and how that translates into successful sales and continued growth for your company.
People and by definition clients are known to be fickle. Decisions to proceed with a purchase be it a service or product, are based upon many factors, which may not all be fully stated or known. This becomes even more frustrating when clients say they bought because of a combination of factors. This is not helpful, because you are not sure how to replicate the result, to achieve the same outcome and increase your revenue on a sustainable basis.
Furthermore, your clients have many touch points so that the buying process is increasingly more complex, with ever-more diverse factors coming into play, many of which you cannot positively influence.
Lumos understands that clients have become more sophisticated; an example of this is the client who questions you about your whole business and not just the part they interact with. You may ask why should a client care. The answer is that they are testing you; they wish to establish if you can deliver your commitments, hence the desire to know about your processes and internal support structure. This also helps clients understand how you price your services, an issue that is becoming ever more important in an age of transparency.
Lumos assists companies in achieving a more favourable outcome and a greater degree of confidence in closing that key sale – while being able to repeat the process and shorten the sales cycle.
This is where the Lumos whole of business approach comes into play. We understand the interdependency of business units and how this interdependency is a powerful tool when managed and deployed correctly.
The key that underpins a successful Sales programme and therefore increased revenue is an effective communications strategy – this is an important component and is at the heart of all successful companies – though this is only part of the story, as the management of change both in direction and behaviors tells the rest of the story and ultimately is how repeatable success is achieved.
Sales culture and Eco-System
We specialise in change management programmes within sales and client teams. We consider excellence in communications absolutely critical to this process. Our consultants consider all communications options and implications, though ultimately we are focused on providing tools and methods to increase sales and your success.
How do we do this? To begin with, we analyse your sales/account management structure and strategy and then link in your current distribution methods/approach. We are then able draw our preliminary observations.
We will then develop with you, sector and client needs based analysis and from this we jointly create a value proposition – based upon your current service and product lines.
Throughout this process, we seek feedback from your clients and prospects alike – as this will reinforce the chosen direction, underpin the change management needed to facilitate the desired outcome and finally specify product or service development needs.
In short we help you introduce a sales eco-system, summarised below:
Sales Eco-system
2. Grasp the Opportunity
3. Close the Deal
4. Repeat the process with new prospects
This all goes towards creating the virtuous circle of sales success and client retention
For more details of these areas please contact us |
