The Griffith University Business School teamed up with the Small Business Association of Australia to deliver a series of workshops/presentations to support the Entrepreneurship at the Business School. They needed a evening on “sales”. I put together a session based on how customers have changed recently, the eight core problems with sales today, how to flip these problems with the Architecture for Customer Engagement, then how to lead sales teams using Wheel.
We held this event on the Gold Coast mid-August and it was a great evening. Attended by more than 50 keen people to hear about “Personal Selling and Leading Sales Teams: the world has changed, have sales teams kept up..?”. A rhetorical question there at the end as most sales teams have not kept up with the way customers have changed.
Here are my top four ways in which customer behaviour has changed recently, and because they are behavioural, they are intertwined.
- Customers are very ‘sales resistant’ these days. Anything that looks like, sounds like, or smells like a sales pitch, resistance levels increase.
- And this corresponds with what are lot of people are calling a ‘self-service revolution’ – customers want to do it themselves.
- Customers are more informed than ever in history. Not only about products and services, but also informed about other customer reviews and alternatives available to them.
- Rising expectations – because some businesses have really nailed the customer experience, our expectations as customers have risen to the point where the experience a lot of organisations provide is not good enough. We expect things to be quicker, smoother and no hassle.
Our businesses need to adapt, so that we can continue to deliver value for our customers in this age