The Customer Journey Is Truly The Road Less Traveled

By Craig Fulton, ConnectWise

It’s a fact that even companies with the best products and services can struggle to find a winning formula for growth in the marketplace. And with upstarts introducing competitive products of their own every day, it's more critical than ever that your company stand out from the crowd. But are you?

Consider that 80 percent of businesses believe they deliver superior service, but only eight percent of their customers agree. That’s a daunting statistic, and it represents a painful disconnect. However, it also presents a unique opportunity for those who know how to change the conversation.

So, how does one deliver truly superior service and set themselves apart?

The key lies in recognizing and elevating the true experience a customer has with your company. This empathetic approach flips the conversation from negotiating through the sales process to, instead, walking in the shoes of your prospects. It requires that you take a road less traveled and consider your customer’s journey.