Sales Hacker Chat Recap With Dale Zwizinski

Q1: How Do You Define CX?

Great question! I define CX as every interaction that a #customer has with an organization.  This includes marketing sales & service.  One “bad” interaction can destroy all other “good”.

Every person and organization need to understand that CX is an infinite journey, there is no #destination.  It is important to listen to the market all the time.

Q2: Why Should Sales Professionals Care About Customer Experience?

I believe that CX is the ONLY true differentiation for an organization – in the short term you may have a great product or service however in the long run CX will be drive success

Sales today is a game of re-establishing trust, it’s been broken for a long time.  In the SaaS world we are #selling smaller deals to establish trust and have the “right” to be considered for the larger deal.

Q3: When Should The Sales Professional Follow Up With The Client?

A sales professional should be in constant #communication with your clients.  This is not always possible and you need to respect your clients wishes for when an HOW to communicate.

The latest trend that I have been witnessing in the last year or so it texting with prospects and customers.  If you are communicating via text you are in a winning position.

I have a #motto in my sales process – “Once a customer, always a customer” I still have interactions with customers from 5 years ago!

Q4: How Can Sales Professionals Prevent A Gap After A Sale In The Hand off To Implementation?

This is a HUGE #opportunity that is missed every day in the #customer Journey!  This is an organizational shift that needs to be made because it is larger than an individual…

However, I would say that the sales person should do the following: 1) include the implementation team as soon as you can in the sales process – 2) create a “transition” document that is agreed by all.

There is a second gap “Opportunity” that occurs between implementation and support.  I have written a hypothesis here: http://bit.ly/CX_hypothesis

Q5: How Do You Measure A Successful Transition From One Team To Another?

Is the customer deriving value, not churning and buying more from you! 1) include the implementation team as soon as you can in the sales process. 2) create a “transition” document that is agreed by all parties.

Q6: What Are Some Common Mistakes Sales Professionals Make With Existing Accounts?

The most important point here is that the sales professional needs to own the lifetime relationship with the customer.  Your job is not done after the contract is signed!

 

Q7: How Should Sales Professionals Handle Current Client Issues?

Current customer issues need to be understood and handled based on the situation, do not jump to conclusions, try to gather as much information as possible and work to resolve as soon as possible.  To further this answer, there is an organizational mindset that need to shift to ensure the right actions are being taken because issues will come up all the time.

Q8: When Should Sales Professionals Reach Out To A Lost Account?

Right away!! If you’re doing your job as a CX advocate then you would have known way before & tried to fix the challenges. This is#sales 101 – you have to establish a NO somewhere early in the cycle. It is human nature to push to boundaries.

 

Connect with Dale on Twitter @dzwizinski

LinkedIn: https://www.linkedin.com/in/dalezwizinski/

 

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#Social Selling – What is it and Why Does it Matter?

socialsellingIf you haven’t picked up a copy of “Social Selling’ by Tim Hughes and Matt Reynolds, you’re missing out. (Quick – Amazon awaits) This is a HUGE BUZZ word right now in the sales world. But… do you know why? Of Course you do… cough cough. As we continue to develop within the information age, there is so much ‘stuff’ readily available… all the time. Website’s, content, pictures, white papers, videos, demos, chat bots, customer service teams, review sites, and your social networks. But what about the sales guy? Poof! Who needs ’em?

There’s a handful of statistics out there that say, ‘65% of buyers do their research before contacting salespeople’, ‘50% of the sales process is already done before the sales person is brought to the table.’ WHY?

“Businesses are now finding they achieve better results by asking employees to use social networks to research solutions to problems in a way that removes bias”1

Kinda scary right?! Our future buyers are going to listen to what everybody else has to say and not come to me with questions… Obviously I’m biased… I’ve got the best product and service out there, ‘said every sales person, ever’. Companies and individuals don’t always want to hear about the best features and benefits from a sales person. Often times, they want to hear about what’s gone wrong. A sales person isn’t going to tell a prospect whats gone wrong lately… that’s sales suicide. So, the buyer is going to the internet.

It’s YOUR job to make sure they’re reading the right content. It’s YOUR job to continuously provide value to them while they’re going through the process. You need to find where your buyers are, and engage with them on their channel. They’re not going to come to you… so you’ve got to go to them.

“…Companies need to find and create a community so they move from carrying their own torch, to having a community that carries it for them. They becomes the lord of the manor, with customers, employees and even better still a wider network working to their common good.”2

It’s one thing to share all types of content… and it’s another thing to only share your company’s content. Don’t do the later. It makes you look biased. You’re just regurgitating the same stuff they post. It makes you look like a robot and nobody wants to buy from someone that only shares content about their company. That being said, sharing your company’s content is a good thing and it’s a great start. But you’ve got to add other ‘stuff’ or else your network is going to recognize that and they’ll stop listening to you.

Tim Hughes has been in the sales and Social Selling game for a long time. There’s a reason why he wrote the book! He did a survey on the ROI of Social Selling and…

“The number one piece of advice I received was to know your target markets, listen, engage and interact with them. When you build trust with people, they will also open their networks to you.”3

Ah-Ha! Makes sense, right? It’s 100% true. I can’t tell you how many times I’ve been introduced to someone because of what I’ve shared made an impact on them. People talk… a lot! If you share valuable information on line, eventually that information will be shared offline. The possibilities are endless. I could share one article on a specific HR topic that catches the attention of a CHRO. Then they share it with their network… now, imagine the klout that person has within their industry! The snowball starts rolling down the hill and you’ve just tripled your reach. You’ve just made an impact on so many more people!

Now, it’s your job to reach out to all of those people that you’ve come in contact with. DON’T try and sell them right away… that makes you look bad! Show some appreciation and ask them how you can provide more value. Often times, I’ve found, that I’ll get a, “oh, I didn’t know you sold xyz” or “we’re looking at switching this system.. any advice?”. Yippy! You’ve just found yourself a brand new opportunity that wouldn’t have transpired any other way that sharing content.

“Building your online profile and community means you need to talk with many strangers; these people may be prospects, competitors and influencers already.”4

I love the process of Social Selling! It takes a lot of time and energy to build up these networks and trust of others. Don’t get discouraged. ONE huge issue people make; They spend all of their time on Social Selling for a month… realize they aren’t going to hit their numbers and say, ‘it doesn’t work’. Baloney! Social Selling can’t be the only thing you’re doing to drive business. Social Selling compliments calling, emailing and knocking on doors. The process of social selling is; develop trust, provide value, engage with people and then take the conversation offline. Once you’re offline, begin your sales process.

Social Selling is the act of getting in front of the buyer while or before they’re doing their due-diligence. Because, as stated earlier, the sales person is being brought into the conversation at the last minute to put the pricing together.

 

Don’t worry; There’s more from me to come about:

Social Selling | Tim Hughes

Oh yeah… get this! Tim and I are having a chat next week via Twitter. Come join the fun.

SalesHacker-Tim

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