Customers Buy Outcomes That Are Delivered By Employees, Not Products or Services

Karen Mangia and Mathew Sweezey from Salesforce share their latest research which explains why many current beliefs that are driving decisions within vendor organisations are fundamentally flawed and encourage unintended consequences.

This research will hopefully put a nail in the coffin of the utterly irrelevant and meaningless #NPS #NetPromoterScore. For goodness sake, why do marketing people still waste their time and company resources stressing about something so completely preposterous?

We explore the shift from broad based, dated personas to narrow, deep narratives that influence buying decisions and redefine value.  Experience Executives are creating new frameworks for executive thought leadership, customer feedback, customer engagement, customer advocacy and customer success in service of extracting more revenue from existing customers. Insights must move at the speed of relevance.

If you want a copy of the research outputs email marcus@laughs-last.com with "Experience The Shift" (sorry to the Irish for any offence!) in the subject line.

Contact Karen: https://www.linkedin.com/in/karenmangia/

Contact Matt: https://www.linkedin.com/in/mathewsweezey/

 

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