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A Harvard Business reportOpens a new window found that customer retention is a direct result of a customer’s experience through their purchase journey with a brand. Neil Patel quotesOpens a new window a 2007 Customer Contact Council survey which found that 75,000 customers had recently contacted a company for support. In a 2019 report, Salesforce Research found that 78% of business buyers expect their salespeople to play a more advisory role during their purchase. Even though Apple products are more expensive than Android, many people choose Apple solely because its customer support is more accessible. When your marketing, sales, and support teams are in sync with other and align their messages, you can deliver a better customer experience. Sales and marketing teams are often first responders to customer issues before passing them over to the support team. In many Australian small businesses, sales people are the main point of contact for a customer, which is why customer service should be at the heart of sales. In order to see the effect of customer experience on future spending, HBR studied experience data from individual customers at a given point in time, and then looked at those individual customers’ spending behaviors over the subsequent year.
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