Building a Customer-Centric Culture in Sales

In this Mental Selling episode, you’ll learn:

• The importance of shifting focus from just selling to building strong customer relationships and delivering exceptional customer experiences. When you prioritize these aspects, you’ll create a true customer-centric culture and see better sales results and sustainable success.
• Valuable insights from customer feedback, especially from lost deals. By consistently gathering and transparently sharing this feedback within your sales organization, you can uncover missed opportunities for improvement and growth.
• How to understand that the value you provide to customers goes well beyond just price competitiveness. By focusing on solving problems for customers, you can drive satisfaction, referrals, and repeat business, ultimately leading to a better sales strategy.

What to listen for:

• [1:02] Annette’s point of view on customer centricity
• [04:38] Refining your Ideal Customer Profile (ICP)
• [06:15] Relationships with your marketing team
• [10:33] What sales teams take for granted when it comes to the customer experience
• [13:19] Gathering and applying customer feedback
• [15:31] Three ways to achieve customer understanding
• [17:16] Solving problems for customers as a salesperson
• [18:52] The role of values alignment in customer experience and employee experience
• [22:17] Fix the culture, fix the outcomes
• [23:31] Annette’s top advice for salespeople
• [25:34] Stressors on the employee experience that have a negative impact on customer experience
• [29:44] How meeting customer’s needs ties to new opportunities

Additional Resources From This Episode:

• Follow Annette on LinkedIn
• Follow Annette on Twitter/X
• CX Journey website
• Annette’s book, Built to Win

Raise your Mental Selling acumen with us by following us on Apple Podcasts, Spotify, iHeartRadio, SoundCloud, Amazon, GoodPods or wherever you get your podcasts. Please rate our show or leave a review— we value YOUR feedback!

Salesforce, Cognism, FeedSpot and others have all named us as one of the best sales podcasts for your playlist. And Training Industry, Inc. includes us on their Ultimate L&D Podcast Guide.