Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

7 Essential Lessons for Creating a Winning Sales Culture

545 views

Published on

Think your credit union isn't responsible for sales? Think again - everyone's in sales, and here's the 7 ways you can have a winning culture.

Published in: Sales
  • Be the first to comment

7 Essential Lessons for Creating a Winning Sales Culture

  1. 1. Essential Lessons For Creating a Winning Sales Culture Kate Feather, EVP kate.feather@peoplemetrics.com @katefeather
  2. 2. WANT THE SLIDES? info.peoplemetrics.com/CUES2015
  3. 3. PEOPLE HATE SELLING.
  4. 4. PEOPLE THINK THIS IS WHAT SELLING IS.
  5. 5. PEOPLE THINK THIS IS WHAT SELLING IS. SALES HAS CHANGED.
  6. 6. GONE ARE THE DAYS OF SLEAZY SALESMEN BECAUSE…
  7. 7. WE KNOW THIS BECAUSE WE DID RESEARCH ON IT.
  8. 8. of executives said the customer experience delivered by their bank/credit union has improved in the past 12 months Source: PeopleMetrics Most Engaging Customer Experiences Study
  9. 9. of customers said the customer experience delivered by their bank/credit union has improved in the past 12 months Source: PeopleMetrics Most Engaging Customer Experiences Study
  10. 10. TRUE or FALSE: Customers ranked online and mobile technology among their top three priorities for improvement from their bank.
  11. 11. FUTURE IMPROVEMENT PRIORITIES Ranked Importance CUSTOMER PRIORITIES EXECUTIVE PRIORITIES PRODUCTS ACTING ON FEEDBACK/ IMPROVE SERVICE FIND AND KEEP TALENTED EMPLOYEES CUSTOMER-FACING TECHNOLOGY (MOBILE, DIGITAL) PUT CUSTOMER FIRST VoC/ ASKING FOR FEEDBACK INTERNAL TECHNOLOGY/ CUSTOMER-FACING PROCESSES PHYSICAL BRANCHES 4 1 FALSE
  12. 12. Customers ranked “PUTTING CUSTOMER FIRST” among their top three priorities for improvement from their bank.
  13. 13. FUTURE IMPROVEMENT PRIORITIES Ranked Importance CUSTOMER PRIORITIES EXECUTIVE PRIORITIES PRODUCTS ACTING ON FEEDBACK/ IMPROVE SERVICE FIND AND KEEP TALENTED EMPLOYEES CUSTOMER-FACING TECHNOLOGY (MOBILE, DIGITAL) PUT CUSTOMER FIRST VoC/ ASKING FOR FEEDBACK INTERNAL TECHNOLOGY/ CUSTOMER-FACING PROCESSES PHYSICAL BRANCHES 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8
  14. 14. WE WANTED TO FIND OUT WHAT “PUTTING THE CUSTOMER FIRST” MEANT FOR SALES.
  15. 15. So we did more research. 25% 17% 12% 12% 9% 8% 17% Sectors Represented 1 2 3 4 5 6 7 1/3 had fewer than 100 employees 40% had 100-999 employees 1,000+ balance 72% were decision makers 2015 B2B BUYER TRENDS
  16. 16. WE DISCOVERED THE BEHAVIORS THAT MATTER TO SALES THROUGH MEMBER CENTRICITY.
  17. 17. Follow through in a thorough, accurate and timely manner, before and after meetings.
  18. 18. Do the required preparation work of the meeting by getting up to speed on the business.
  19. 19. Ask insightful questions and actively listen to understand the issues and challenges of a buyer.
  20. 20. Demonstrate an in-depth knowledge of solutions and services and are able to relate them to the buyer.
  21. 21. Provide value-added advice and guidance by adapting solutions, demonstrations, and materials to reflect the buyer.
  22. 22. Of participants who report they experienced extra effort defined extra this way: Communication, personalization, attitude, thoughtfulness. 51%
  23. 23. AND HOW, PRAY TELL, DO YOU DO THAT?
  24. 24. Communication Excellent follow-up. Listen to problems and need. Right amount of status updates. Availability.
  25. 25. Personalization Right amount of personalized information and solutions.
  26. 26. Attitude Welcoming. Interested. Want the business. Authentic. Personable. Candid.
  27. 27. Thoughtfulness Took to lunch. Thank you card. Personal follow-up.
  28. 28. MEMBER CENTRICITY IS THE NEW SALES.
  29. 29. AND UNDERSTANDING IS WHERE YOU START.
  30. 30. Fanatical SupportTM fuels growth 1 2 3 4 5 6 7 Net Revenue (in millions) 47% 18% 24% 31% 28% 15% 13% Yearly growth %
  31. 31. IN A PRICE COMPETITIVE WORLD, DIFFERENTIATING WAS THE LAST LINE OF DEFENSE.
  32. 32. IN 2006, WE IDENTIFIED ACCOUNTABILITY AS THE KEY TO THEIR SUCCESS.
  33. 33. Email Alert Generated to Individual(s) Responsible Customer Submits Survey Email Invitation to Brief Online Survey Customer Has Experience Actions Tracked Online Action Is Taken Data is Aggregated and Analyzed Take Action to Improve Customer Experience
  34. 34. Daily shift meetings
  35. 35. 25pt lift in engagement 16,000 fewer problems 30% increase in revenue 24% increase in worldwide locations
  36. 36. PUTTING THE CUSTOMER FIRST, LEADS TO MORE SALES.
  37. 37. WE’VE GOT THIS.
  38. 38. WE’VE GOT THIS. Really?
  39. 39. of people ask their network first, before choosing the financial institution to serve their business banking needs. 80%
  40. 40. 80% 70% 59% 59% 53% 46% 44% 41% Ask Network Visit Website View videos Download content Read blog Read leader bios Attend webinar Research on LinkedIn
  41. 41. The proportion of the total time spent in the selection process that involves activities other than talking to a representative from your credit union or bank. 46%
  42. 42. 2. …and gives you an advantage over others. 76% of new customers said someone they knew recommended the chosen company. Only 36% of rejected companies came through with a recommendation. 3. Value of interactions drives the decision. 61% of new customers rate the value of interactions with employees from the chosen company as being of high value compared to 17% for rejected company. 4. Value in the sales experience connects with strength of ongoing customer experience. 70% of those experiencing high value interactions become customers who promote you to others. 1. Positive word-of-mouth gets you on the list… 78% seek recommendations from network when beginning a search for a new partner.
  43. 43. Anytime you’re tempted to upsell someone else, stop what you’re doing and up serve instead… Dan Pink, To Sell is Human
  44. 44. Anytime you’re tempted to upsell someone else, stop what you’re doing and up serve instead… Don’t try to increase what they can do for you. Elevate what you can do for them. Dan Pink, To Sell is Human
  45. 45. THANK YOU! Q&A Kate Feather, EVP kate.feather@peoplemetrics.com 215.979.8037 @katefeather

×