The Customer Experience is the New Differentiator in Business, and Mastering It Requires a Recipe for Success From the author who seeks out spectacular customer experiences in many industries and writes about them in her Shock Your Potential blog, uses them as inspiration for the Shock Your Potential podcast, and employs them as a vehicle for her #SecretShopperMichael persona comes a new book that's enjoyable to read, practical to apply, and impossible not to recommend to a friend or colleague. Sales Mixology: Why the Most Potent Sales and Customer Experiences Follow a Recipe for Success is the second book in the Shock Your Potential series by leadership and sales expert Michael Sherlock. Written in story format, this book illustrates how the customer experience is the new differentiator in business. We follow Jane Smith, a primary character in Ms. Sherlock's first book Tell Me More: How to Ask the Right Questions and Get the Most Out of Your Employees, through her customer experience journey. Jane serves as a keen observer through a variety of experiences while traveling in Belfast, Northern Ireland, providing examples that highlight opportunities for connection between brands and the customers they serve, through numerous business mediums in various industries. "Sales Mixology strikes the right chords and delivers the expert skills to create a cocktail of new approaches to your company or team culture. Read it responsibly: with haste and repeatedly " -- Michael Dahan, Founder of Retail Answers Consulting The heart of the book's message is distilled into the BLEND strategy, a five-part methodology that arms employees and leaders with actionable ideas for delivering enhanced sales and customer experiences. The reader will find immediate relatability in their personal and professional lives. When you learn to "BLEND," you learn to create value for customers that is repeatable, that sparks loyalty, and that drives profitability. What does it mean to BLEND? When planning and delivering customer experiences, you must:
B - Be Immediately and Fully Present
L - Listen with Your Ears AND Your Eyes
E - Ensure That You Have Asked All the Right Questions
N - Never Let Your Customer Feel like a Number
D - Deliver an Exceptional Customer Experience (Being Mindful of Financial Return) When it comes to outstanding customer experiences, Sales Mixology teaches you:
-How it's done
-Why it matters
-Who to emulate Join Jane Smith, this business book's relatable and insightful protagonist, as she learns that the right BLEND of sales strategies will create positive, productive and profitable workplaces. Sales Mixology is a must-read for anyone who is customer-facing, especially those in retail and hospitality. It illustrates every nuance of the potent sales and customer experience - from why sensory details matter, to how human connection is created, to practical scripts for asking the right questions when talking to customers. After reading this book, you'll never settle for mediocre customer experiences again - as a consumer or as someone who delivers those experiences. With a use-it-now BLEND Workbook, a sneak peek of Michael Sherlock's next book, and a foreword by retail expert Michael Dahan. Sales Mixology: Why the Most Potent Sales and Customer Experiences Follow a Recipe for Success is the second book in the Shock Your Potential series by Michael Sherlock.