Values and feelings drive customer behaviour
Our trusted programme - the APS Customer Experience Metric - helps you to understand your customers and build relationships with them based on trust and empathy. In response to the market, we have developed the customer metric, in partnership with Riddlebox. RiddleBox is one of the leading experience measurement specialists in the world, because knowing how your customers feel is more important to your business than how they think.Read more about the APS Customer Experience Metric
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APS Customer Experience Metric
What is the Customer Experience Metric?
Building a profitable business depends on developing good relationships with your customers but first you need to understand them. We know that getting authentic, honest feedback from you clients can be tricky so we have worked with industry leaders, Riddlebox, to develop a robust research method to reveal how your customers feel about you, the seller. Customer experience has become the most important aspect of the sales transaction and gives companies the ability to connect with customers on a deeper level (Racounteur, 2018). And our research shows that 53% of a customer’s impulse to buy is determined by the quality of the sales experience.
How does our customer metric work?
The APS Customer Experience Metric is used to measure the experience a buyer gets at the point of interaction with the seller. It is not a measure of overall customer experience or a verdict on the product or service being sold, it is a measure of the customer's emotional response to the sales experience.
Who is it for?
The APS Customer Experience Metric is for organisations that are looking to identify areas of development and improvement across their sales team. This information can feed into training, development and coaching programmes, it can also establish revenue at risk within your accounts. The Customer Experience Metric is for those looking to understand more about what their customers think about the sales experience they have with your organisation, and look to use this information to feed into the development pathway for your sales team.
Why do we do we offer this service
Our customer metric service provides sellers with the ultimate feedback service - one that can only come from their customers. The best sales professionals want to keep developing their skills, knowledge and behaviour and being told by your customers where there is room for improvement allows your salespeople to focus on the areas that will make a difference to their business relationships.The APS Customer Experience Metric allows customers to feed into the development of those who sell to them, helping to achieve trusted partner status in the relationship.
What does it do?
The APS Customer Experience Metric immediately puts your customers at the centre of your sales team’s development pathway. It is a visible signal of the importance you place on the experience they get from their sales interactions with your team. It also helps to let sales professionals understand the need to change and improve, whilst giving positive feedback that they can work into their own professional development. Using the APS Customer Experience Metric strengthens the relationship between buyer and seller and allows sales professionals to feel part of the process and in control of their own improvement.
Why you should contact us today?
By purchasing a customer experience metric licence you can immediately start getting feedback from customers to inform coaching and development conversations within your sales team. Customers receive a short survey that has six questions that show how the customer felt at the point of sale. This survey can be completed by as many customers as needed, but as a starting point, you can get meaningful and reliable data from as few as six customers. Once the survey has been completed by customers, a report is generated for each seller, highlighting areas of improvement, areas of development, risk and general comments and feedback from customers. All responses are anonymous and the customers data and responses are not seen or stored by the APS. The programme also rewards sellers who receive excellent customer feedback, awarding them the status of Customer Certified Sales Professional.
Contact us to learn more about our Customer Experience Metric