At the Customer Experience Level, Your Sales and Consumer Care People Know More than Your Marketing and Production People
1. Customer Experience and Consumer Care:
Marketing teams excel in creating plans, strategies, and branding, but they must adapt based on feedback from sales and customer care teams, who have direct contact with the market.
2. Importance of Sales and Customer Care:
Sales and customer care teams understand the real-time challenges and nuances of the market, often more than marketing and production teams.
These teams provide crucial feedback on market changes, competition, and customer experience.
3. Timely Tactical and Practical Customer Feedback:
Salespeople provide immediate insights into market conditions and challenges.
Customer care teams handle complaints, which are valuable for improving and maintaining product relevance. Effective communication channels between customer care and production are essential for addressing concerns and staying relevant.
4. Working Together as a Team:
Company culture should promote collaboration between all departments, valuing input from sales and customer care. Sales and customer care should have equal status to ensure their feedback is respected and utilized.
To provide exceptional customer experience, companies must integrate sales and customer feedback into marketing and production processes.
Stay informed and stay relevant by valuing and integrating the insights from your sales and customer care teams.
Michael Houlihan and Bonnie Harvey co-authored the New York Times bestselling business book, The Barefoot Spirit: How Hardship, Hustle, and Heart Built America’s #1 Wine Brand. The book has been selected as recommended reading in the CEO Library for CEO Forum, the C-Suite Book Club, and numerous university classes on business and entrepreneurship. It chronicles their humble beginnings from the laundry room of a rented Sonoma County farmhouse to the board room of E&J Gallo, who ultimately acquired their brand and engaged them as brand consultants. Barefoot is now the world’s largest wine brand.
Beginning with virtually no money and no wine industry experience, they employed innovative ideas to overcome obstacles, create new markets and forge strategic alliances. They pioneered Worthy Cause Marketing and performance-based compensation. They built an internationally bestselling brand and received their industry’s “Hot Brand” award for several consecutive years.
They offer their Guiding Principles for Success (GPS) to help entrepreneurs become successful. Their book, The Entrepreneurial Culture: 23 Ways To Engage and Empower Your People, helps corporations maximize the value of their human resources.
Currently they travel the world leading workshops, trainings, & keynoting at business schools, corporations, conferences. They are regular media guests and contributors to international publications and professional journals. They are C-Suite Network Advisors & Contributing Editors. Visit their popular brand building site at www.consumerbrandbuilders.com.
To make inquiries for keynote speaking, trainings or consulting, please contact sales@thebarefootspirit.com.
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