In this episode:

• Why this sales research is different than other sales research
• The journey begins with the first sale
• It's no longer just about the product or service, it's about the entire experience
• Identifying Critical Moments
• Good customer service is no longer enough
• The importance of regular feedback from your clients
• Clients remember their last interaction with you
• A.B.C. Always Be Closing Caring
• Look after your employees and they will look after your clients
• What is Sustaining Symbiotic Value, and how do you do it?
• What's coming in the next survey and how you can participate in it

Brian Sullivan is VP of Sandler Enterprise Selling. Jonathan Farrington is the Director of Research for the Sandler Research Center.