Sales Experience is the Key Factor to Customer Loyalty, But Sellers are Falling Behind
50% of customer loyalty is driven by the "sales experience" provided by the supplier and seller, much higher than the other factors of Brand
(21%), Product / Service Delivery
(16%) or Price
(12%). The Top Five Seller Skills indicated to create a great "sales experience" are as follows, however, many buyers report a
40% average decline in sellers ability to meet expectations (change YoY from 2019 to 2020):
- Demonstrates unique insights (-52%)
- Helps me come to a decision (-34%)
- Understands and addresses different stakeholder needs (-41%)
- Helps me build support across my organization (-49%)
- Makes it easy for me to make a purchase (-30%)
The top customer engagement gaps between seller and buyer being the "inability for sellers to deliver unique insights" and "build support across the organization".