What Customers REALLY Want In 2024 | Phillip Swan - 1818

Are you addressing your customers' pain points? If not, you may not truly understand what they want from you. In this episode, I speak with Phillip Swan, a top expert in customer experience. Tune in to hear his insights on why customer-centricity is crucial in today's business world, especially in 2024. Phillip Swan's Background Phillip Swan is a seasoned customer experience expert with decades of experience. He prioritizes the customer and helps clients reimagine business models using responsible AI.  His customer-centric approach emphasizes that while the customer isn't always right, but understanding their pain points is essential.  Phillip's dedication is also reflected in his work with Lingo Aid, an organization focused on improving customer interactions and outcomes. The Evolution of the Customer Journey Did you know that 76% of B2B buyers avoid human interaction until absolutely necessary? Phillip shares why businesses must ensure their marketing efforts provide sufficient information to buyers in the early stages of their customer journey. Strategy Tip: listen instead of pitching in initial meetings with potential clients to build trust. The Essential Role of Trust To build customer loyalty and encourage repeat purchases, you must first earn their trust.  Inspired by a 1961 science fiction novel, Phillip explains the concept of "grokking the customer" and its relevance today in truly understanding and empathizing with customers' needs and pain points. Building Customer-Centric Organizations Phillip shares that all organizational teams should focus on the customer, not just the sales and marketing team. He clarifies that this approach must include finance, legal, product engineering, customer success, and even the board of directors.  According to Phillip, customer centricity is about creating a seamless, frictionless experience for the customer.  It's about consistently meeting their needs with little effort and ultimately enhancing their overall experience with the organization. Actionable Steps for Sales Leaders For sales leaders looking to inculcate a culture of customer-centricity, Phillip suggests actionable steps, including: Mapping out business processes to identify and eliminate friction points. Fostering a belief system within the organization that emphasizes delivering customer value. Encouraging cross-departmental collaboration to ensure a unified approach to customer service. ...

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I believe in doing BIG THINGS! You should be earning 6 figures easily as a sales rep. But chances are you are not...yet! Sales is the most important department in every company but many sellers are never taught how to effectively sell, much less how to earn their way to high-income status. My own career limped along until a company I worked for invested in sales training to help me succeed. Immediately afterward, I closed a deal worth 4X what the company spent on me and saw hockey-stick improvement in my performance. So I started a podcast to “Evangelize” what was working. Today I interview the world's best sales experts, successful sellers, sales leaders and entrepreneurs who share their strategies to succeed in sales right now: folks like Jeffrey Gitomer, Jill Konrath, Bob Burg, and Guy Kawasaki to name a few. They share actionable insights and stories that will encourage, challenge, and motivate you to hustle your way to top income status. If you’re someone looking to take off in your sales career and earn the income you deserve, hit subscribe and let’s start doing BIG THINGS!