“Find out what needs your customers want fulfilled today. Then determine how well you are meeting those needs.” — Peter Drucker
The annual J.D. Power customer satisfaction survey results are in and as usual, there are important insights to be derived from firms in the top positions. The Number 1 rated company in the study said, “Our goal is the perfect client experience, which means the company is reliable, responsive and empathetic to the customer.”
It is no coincidence that these are the same innate characteristics shared by top sales professionals and that this particular company has honed its hiring process to assemble a superior sales team.
Financial firms that want to improve their customer satisfaction levels need to first examine whether they are hiring quality sales professionals to create an unsurpassed customer experience.
View J.D. Power survey results for more details.