In the words of writer and thought leader Dave Frankland, today’s customers are entitled. And since we are all consumers, we are all entitled – which is not necessarily a bad thing.

Frankland’s book The Entitled Customer tells the story of the modern-day consumer. With technology at our fingertips, we are more informed than ever before. And we crave information – hard data, genuine reviews, and so on.

What’s more, our exposure to information is, for the most part, curated. We use ad blockers and spam filters to tune out the noise from the never-ending stream of ads. We choose who we follow – and unfollow.

The Entitled Customer got me thinking: how can we, as business owners, marketers, executives, and employees, meet today’s consumers’ expectations without assaulting their senses? And how can we leverage the social listening power of LinkedIn to achieve just that?

Is less really more?

A few months ago, LinkedIn launched a feature that let you see how often your connections publish posts. It was likely designed to use the time-tested power of peer-to-peer competition to get us to post more often. And besides, who doesn’t love a good snooping tool?

Out of curiosity, I had a look (you can too, here). To my surprise, I discovered that some people were creating 80 pieces of content a week!

While it must be noted that this calculation includes Stories as well as other forms of content, to me, this seems excessive. Publishing content on LinkedIn is about providing value to your network in a way that positions you as an industry authority. Surely, no person has 80-plus interesting, informative, original thoughts to share each week. Certainly, no person has the time to carefully consider and compose high-quality copy that speaks to their target audience’s pain points.

Less is more – and that’s not just a hunch. According to Frankland’s book, during GDPR in the UK, many companies put their marketing on hold and slimmed their mailing lists to comply with the new privacy act. As a result, sales went up.

Here’s how you can put this mantra into practice on LinkedIn:

Quality over quantity – always

Posting content on LinkedIn is key to unlocking the platform’s full potential, but like most things in life, quality trumps quantity every time. As a general rule, aim for three posts per week. If you can only manage one or two, that’s fine, too.

Add value

Your posts should contribute something of value – your take on an industry trend, your top three tips, or a how-to, as examples. Don’t just post for the sake of posting; instead, be generous with your expertise. No one ever loses out by being helpful.

Don’t spam people’s inboxes

Think of LinkedIn as a town square. If you’re going to wave billboards in people’s faces, they will not respond positively. But if you build relationships and engage in meaningful conversation, your time, effort, and kindness will repay dividends. Only message people privately with a podcast link, article or insight you genuinely believe they will find interesting. Unless solicited, don’t go in for the hard sell.

Creating bespoke experiences

If less is more, how can we make what remains impactful enough to nurture relationships, drive new sales, and hold onto loyal customers? The answer could lie in creating bespoke experiences.

Here are three stats to get you thinking:

• Eight in 10 consumers are more likely to purchase from brands that create personalised experiences.
• Seven in 10 consumers say they exclusively engage with personalised messaging.
• Brands that create personalised experiences see revenue increase by 6 to 10%.

How can you create bespoke experiences for your customers here on LinkedIn? How can you win them back day in and day out?

Here’s my advice:

Write for your target audience

In case you weren’t already aware, you are not your customer. What you might find interesting or helpful may not align with what your customers want to read. Imagine you’re face-to-face with a client. What questions do they have? What are they worried about? How do you make them feel heard and understood? Mirror this in your posts, and the authenticity will shine through. Guaranteed.

Reply to comments on your own posts

I recently saw someone on LinkedIn draw a parallel between not responding to comments on your own posts and not working the room at your own party. Engage with the people who take time out of their day to add their two cents – remember, relationships are built one sentence at a time.

Flatten the path to purchase

Bespoke experiences answer customer questions before they can even ask. Consider what you can do to flatten the path to purchase. A big one: include your contact information in the (tricky to find) Contact Info section and your About section. Don’t make it difficult for a profile visitor to reach out – make it so easy it’s almost irresistible.

Relationships matter – a lot

Ever met someone for the second or third time only to be greeted with a blank look? They don’t remember who you are, because the two, three, four conversations you’ve had failed to add value to them.

That’s one extreme. The other is catching up with an old friend. I live in Sydney, but my childhood friends are scattered across the country and world. When we talk, it’s like no time has passed. They know me, and they understand the context of what I’m saying. They can fill in the blanks with ease.

You don’t want to be the me, me, me person on LinkedIn. Greed isn’t good, and you should not be looking to spam or one-up every person you interact with. You want to listen actively and grasp the bigger picture of your target audience’s wants, needs, and challenges. It takes time and effort to truly listen, and shortcuts don’t work.

You can’t and shouldn’t automate relationships on LinkedIn. Not only is it against their user terms, but it’s also a sure-fire way to be ignored. Instead, create meaningful touchpoints that feel personal:

• Comment on people’s posts
• Personalise your invitations to connect
• Share podcast episodes, relevant posts and articles with your contacts
• Use voice messages

Little actions build big reactions. In an era of hybrid events and less face-to-face interaction, authentic digital connection has never mattered more.

Let’s get personal for a minute

My dad died in late 2019. It put things in perspective. People are everything, and relationships are not to be undervalued. In 2020, I vowed to do better, be better for my clients, to keep in touch and personalise my service. But I was in the lucky group that benefited from the shift to online in the wake of the pandemic. Busier than ever, I couldn’t fit one more thing into my schedule.

As we pass the mid-point of 2021, I’m reviewing my new years resolutions and realising that my resolution has slipped a bit. I am back to actively split-testing what I do, managing my time so that I can focus on quality, not quantity.

Because for me, less is more.

The post Why Less On LinkedIn Is So Much More appeared first on Head Of Sales.

• Relationship Selling – Develop strong trust-based relationships to encourage buyers to make a commitment (1990’s – Mike Bosworth)
• Solutions Selling – Work with customers to develop a mutual understanding of the solutions that would be a best fit (2000’s)
• Challenger Sale – Challenge customers to think differently while controlling the sales process (2011 – The Corporate Executive Board)

1990s to 2000s

Mike Bosworth began his career in 1972 with Xerox and from 1976 to 1982 was the primary architect and deliverer of Xerox sales training – PSS. In 1983, Bosworth founded his company Solution Selling – a sales training organisation. In 1993 he published Customer Centric Selling, proposing a solutions orientation to sales. Like Needs Satisfaction and SPIN, this version of solution selling proposed a number of distinct phases:

1. Pre-call planning and research
2. Stimulating interest
3. Establishing the critical business issues
4. Mapping the organisation
5. Negotiating access to senior decision-makers
6. Managing the product evolution
7. Negotiating
8. Closing

The flaw in this version of solution selling is that it’s not “solution selling” oriented. Phase 6 “Managing the product evolution” indicates that this system is still about the product, solution selling is not. What research has shown is that Solution Selling is about how customers view solutions, not how salespeople define them. In fact, all of the methods that support real Solution Selling encourage salespeople to work with their customers to gain an understanding of what the customer believes is an ideal fit solution.

As in the Blue Sheet approach used by Miller Heiman in Strategic Selling, solutions salespeople are expected to master a process for establishing strategic alignment between themselves and the buyer by going through the visioning process model described above.

Since the 1990s sales organisations have been bombarded with a host of methodologies; almost all of them shades of either PSS (Needs Satisfaction Selling) or SPIN (Consultative Selling).

2010s

Now we have many different sales specialists, consultants, psychologists and academics all working closely with salespeople and customers with the purpose of trying to identify what is really required in the world of selling.

No one individual that we could find can lay claim to being the parent (or founder) of Solution Selling. Equally important, not one authority can lay claim to having identified the perfect solution selling proposition. It’s been a process of synthesis and observation, trial and error but most importantly, it’s been the observation and the discussions with customers that has finally resulted in the realities of solution selling today.

Historically, customers needed salespeople. Initially they needed salespeople to inform them because they had little access to information. They also had limited choice. Over the last century, but more particularly, over the last decade or so, the same customers have been overwhelmed with information. They don’t need salespeople to provide information, they need salespeople to help them wade through the masses of available information to find the salient facts and identify the best fit solution.

Salespeople are no longer purveyors of the latest news about the latest gadgets, inventions and ideas. They certainly aren’t necessarily the first port of call for customers who are looking for a particular solution to a pressing challenge. They most definitely are not even a consideration for the purchase of commoditised items that require little technical knowledge or understanding.

In this paradigm the role of the sales professional has changed. Now, even more than when the concept was first developed in the 1970s, salespeople have to be consultative. They need to be business people who can sell, rather than salespeople who understand business. They need to have the skills to establish and fast track trusted relationships with a range of decision-makers in the variety of organisations with which they work.

One need only spend a week in the field, meeting with customers to know the game has changed. Sales strategies and tactics that worked well in the not too distant past, are no longer enough. Yes, salespeople should bring ideas to customers to help them grow their business and solve business problems. That’s nothing new. That was proposed as the underlying premise of PSS in 1968; by Miller Heiman (Strategic Selling) in the late 1970s, by Neil Rackham (SPIN) in the 1980s; by Mike Bosworth in the 1990s (Customer Centric Selling) and even by Dale Carnegie (How to Win Friends and Influence People – 1938).

Perhaps the closest to a revolution in selling since the 1968-1970s metamorphosis was the evolution of Solution Selling around 2000 – a method that evolved as a result of customer demands and expectations that forced sales professionals to re-think their approach.

The over-load of information, access to massive choice of hardly differentiated products and services (even at a complex level), and the increase in influence that buyers had on sales, coupled with pressure to reduce costs and improve profits of the buying organisations, forced salespeople to open up, share control of the sales and partner with customers to identify real and meaningful solutions.

In this era, buyers were (and still are) willing to identify preferred vendors, supplies and service providers, but they expect them to be more flexible. They want their suppliers to invest in understanding their business imperatives and then develop solutions that deliver more profits at both lower cost and less risk. Customers, not salespeople, define a solution and sales learned quickly that it would either adapt to this new environment or perish.

Solution Selling is a sales method that has been, and continues to be, driven by customer demands.

In November 2011 Matt Dixon and Brent Adamson published The Challenger Sale: Taking Control of the Customer Conversation. This book rapidly became a bestseller based on the premise that sales success isn’t just about building relationships with customers, it is also about challenging them. Authors of the book, Dixon and Adamson, studied thousands of sales representatives, across an array of industries around the US. This conclusion validated what David Ogilvy (1911–1999), the advertising guru responsible for developing relationship marketing as a concept, said back in the early 1990s, that relationships opened the door and gave the salesperson an opportunity to pitch their argument. Relationships even allowed the salesperson and sales organisation to make a mistake or two. Because a relationship existed the salesperson was given a second chance. But “in and of itself” (Ogilvy quotations) relationships won’t generate business…”

The Challenger Sale also says that the model shouldn’t just be a sales process but rather a company-wide initiative that incorporates other functional areas including marketing, product development, manufacturing and strategy, which is what Peter Drucker referred to in his book The Age of Discontinuity (1953): Organisations keen on being customer focused needed to adapt their approach to helping their customers realise their goals and objectives. “The purpose of business is to satisfy the customer’s needs. The consequence of satisfying customer needs, is making a profit.”

According to the authors (of The Challenger Sale), to sell in a business-to-business context solutions salespeople must approach customers with unique insights that show them how they can save or make money, as it was stated by PSS, in the way of pushing salespeople to introduce benefits in the form of dollars that could be created or saved, and later Strategic Selling (Miller Heiman – 1995) which stressed the importance of selling dollars earned or saved.

The Challenger Sale also recommends that instead of a bludgeoning customers with endless facts and features about the company and products, salespeople should tailor their sales message to the customer’s specific needs and objectives. This reflects what the Fuller Brush company did in 1928 with its massive door-to-door sales force and powerful sales management led by Albert Teetsel. Teetsel told salespeople not to overwhelm housewives with too many facts about the different brushes they had to offer. “Quickly establish what the best brush would be for the housewife and then stick to the basic feature of making the house cleaning easier and quicker, giving the lady of the house time to enjoy listening to the radio. Facts and figures only confuse customers”, said Teesel.

This sales methodology also recommends that salespeople should be more assertive pushing back when necessary in taking control of the sale. This advice was shown to be flawed by Miller Heiman in Strategic Selling, Mike Bosworth in Customer Centric Selling and even Neil Rackham in SPIN, simply because customers do not like to be antagonised, and certainly resist being controlled.

That doesn’t mean that salespeople have to be wimps. Customers expect salespeople to have strong views. They want salespeople to understand the world in which they are operating, and to have sufficient confidence in their own organisation and the solutions they are proposing, to put up some argument based on a valid business reason. But they don’t expect salespeople to try to manipulate them.

The Challenger Sale defines the attributes of successful salespeople. But, the logic is somewhat flawed. For example, by attempting to present salespeople who are good at relationship building as being too supportive and too generous with their time, as opposed to what they identify as the “ideal” – The Challenger – who loves to debate.

Challenger Salespeople do several things that, according to the authors, make them different and successful: they always have a different view of things, they love to debate, they love to control the sales call, they understand the customer’s business and they push their customers.

However:
• If a salesperson didn’t have a different point of view, what would be the reason for a prospect to meet with them? If all the salesperson has to offer is already known, then the buyer can more cost-effectively do their own research.
• If a salesperson is simply going to meet with customers to prove a point (debate) they are more likely to get thrown out of the meeting, unless the discussion is on equal terms with both buyer and seller sharing opinions with neither striving for one-upmanship.
• And if salespeople still believe they can control the sales call they are living in a fools-paradise. Customers are equal partners in the sale. They share the interaction and would never allow salespeople to control them – the risks are just too high.
• But if salespeople fail to push their customers, if they fail to come up with concepts, ideas and solutions that are radical, then they are offering pedestrian solutions, usually undifferentiated and hardly enough to excite discerning buyers.

What customers do strenuously resist today is dealing with salespeople who know it all; salespeople who attempt to take control or confront decision-making processes.

Customers, particularly in the Australian market and increasingly worldwide, are looking for a collaborative approach to buying and selling, where they can work with sales professionals who bring their in-depth knowledge and understanding of how solutions can be applied and who work with their customers who also have an in-depth knowledge of their own business and challenges. The two – buyer and seller – work collaboratively, in partnership, to develop solutions that deliver the greatest effectiveness and improved efficiency, with the least possible risk at a total cost of ownership that is bearable and justifiable.

The History of Sales Methodology – Part 1 (1900 -1950s)

The History of Sales Methodology – Part 2 (late 1950s – 1980s)

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