This is the second of a six article series on the future of sales that I wrote for the Adobe Document Cloud Blog. You can check it out there along with content from other great authors…
To understand fully the future of work in sales, we must blow up assumptions about the marketplace that just aren’t true anymore. This includes one of the biggest ones: selling is about creating partnerships with your clients.
The truth is, buyers have been moving past partnerships for quite some time now. It began with a demand for customized, integrated solutions, a rallying-cry that had sellers scrambling to try and include buyers more tightly in the sales process but even then, this relationship treated the buyer as an outsider: someone or something to be managed. Nobody likes to feel that way.
Your customer wants to be treated as an insider.
When they buy from you, they want more than a transactional relationship. They want to experience a sense of belonging: to be part of something that aligns with their values and expectations. Just as important, the quality of that experience counts for a lot. Your best customers will pay premium prices for it, too, but only if what you offer is nothing short of platinum grade.
Build a community, define the experience
In the future of work in sales, you must build a community that shapes the experience you want your customers to have every time they buy from you. That community has five defining traits:
- They arise from groups of people who share a common experience or a common outlook.
- They are equipped with tools that encourage members to learn from each other.
- Those who join are self-identifying as members of that community: they choose to be part of it, you don’t decide that for them.
- The members each contribute something that adds new value to the overall experience.
- There’s a shared sense by all involved that they are contributing and making a difference (a trait that’s especially vital when trying to appeal to younger buyers).
Look at the marketplace today and you’ll see plenty of examples of companies who have built these kinds of communities. Visit an Apple Store on a Saturday morning: it’s usually the busiest place in the mall. Each location is packed with customers who treat it as a hub for creativity, to learn how to do new things with their devices and even just to hang out with people who think like them. Harley Davidson is another strong example of a company as community. Their customers are as devoted to shared values as they are to owning a motorcycle, and the proof is in the dizzying array of Harley-branded merchandise that customers devour with glee. One more example: CRM giant Salesforce has built a massive community, called Dreamforce. It pulls in over 170,000 people—the size of a small city—to attend member-only events where participants learn more about how to grow their business while having fun.
How you, too, can make this happen
Building a community and a sense of belonging is critical for all sizes of company’s wo want to retain their clients and leverage them for higher profits. Even a website with an online forum, a members-only blog, a members-only LinkedIn group, or a well-executed e-newsletter can create that sense of community and of belonging. Proper execution is key.
Showcase your members—Use testimonials, case studies and references to show your prospects that your customers have something in common: they are a community of people who are experiencing similar things in the marketplace.
Create a desire to associate—Give your prospects an incentive to want to associate with your community. You do this by creating spaces where like-minded people can band together regularly either in-person or virtually to share experiences and learn from each other.
Knowledge sells—Field-tested insight are highly valuable commodities in today’s marketplace. People have a hunger for good ideas, so it’s important to share what you know. The more you share, the deeper your backlist of knowledge grows, and the more value you offer to your community members. You can’t give away too much knowledge in this new selling environment.
Encourage free flow of ideas—Give your community members plenty of latitude to speak freely with each other. Don’t micromanage the conversations.
Segment where it makes sense—Create sub-groups within your community where customers who share a common challenge can gain access to specific problem-solving experts inside your company. Special access means privileged insight.
Keep building rapport—It’s vital to keep building a good corporate rapport between your customers and the members of your team inside your business. People do business with other people, not with corporations. So leverage your community as a means of creating new connections. This helps create a community of advocates inside your best customers.
So far in this series on the Future of Work in Sales, we’ve talked about creating teams and that sense of belonging required to create that insider experience that customers crave. Next up: we’re going to look at refocusing your insider selling skills—and why this is a must-do step moving forward.
Get Cutting Edge Sales Strategies Delivered Right to You
Sign-up for my sales strategy delivered weekly direct to your inbox!
Make sure you check out Colleen's latest book, Nonstop Sales Boom for powerful strategies to drive consistent sales growth quarter after quarter, year after year.
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions (www.EngageSelling.com). Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line.
You have permission to use the above article in your newsletter, publication or email system as long as you do not edit the content and you leave the links and resource box intact.
©2001-2018 Engage Selling Solutions. All rights reserved: All trademarks used or referred to on this site are the property of their respective owners. No materials on this site may be reproduced, altered, or further distributed without Engage's prior written permission.