CUSTOMER EXPERIENCE &

SALES

www.en.icons.hu

THE MODEL

This simple model below can help to identify the current selling approach

of the company.

The model has 2 dimensions:

• Sales focus

• Customer Experience focus

PASSIVE

FEATURES:

Neither the customer experience nor

the sales are not in focus. The

energy level is low. Neutral

relationship with the clients.

GENERAL ATTITUDE:

• Our products can be sold

automatically

• It is not our responsibility to

improve our relationships with our

clients

• We do not need to do more effort

TO BE DEVELOPED:

• Customer focus

• Sales focus

SERVICING

FEATURES:

Strong focus on customer

experience while the sales is

neglected. Sales opportunities are

missed out.

GENERAL ATTITUDE:

• We are always very polite

• We fulfill any request

• We want to provide a premium

service

TO BE DEVELOPED:

• Sales focus

PUSHY

FEATURES:

Strong focus on sales while the

customer experience focus is

neglected. Possible negative

emotions. Customer relationships

are in danger.

GENERAL ATTITUDE:

• We are pushing our solutions

• We are working very hard to get

new businesses

• We tell the client what he/she

needs

TO BE DEVELOPED:

• Customer focus

PARTNERSHIP & CO-CREATION

FEATURES:

Both customer experience and sales

are in focus. Good consensus of the

interests of customers and the

company. Long term good strategic

relationships with customers.

GENERAL ATTITUDE:

• We build mutual trust with our

customers

• We are proud of common

successes

• We are actively seeking for new

opportunities with our customers

THE AIM IS TO MAINTAIN THE

GOOD BALANCE OF SALES &

SUTOMER EXPERIENCE FOCUS!

4 STYLES

All the 4 styles can be identified

in the operation of the

companies.

It is very important to find and

keep the right balance!

Our diagnostic tool on the next

slide can help to understand the

current way of operating.

DIAGNOSIS

0

20

40

60

80

100PARTNERSHIP

SERVICING

PASSIVE

PUSHY

AIM CURRENT