Our hunch is “Social Selling” is a label on the way out. It describes the practice of using social media to gain insights about prospects and buzz in the marketplace, as well as to collaborate internally with the Sales and Marketing teams. We’ll soon not need a label once use of social media tools to develop and close deals becomes second nature to most.

Want to find out how your organization stacks up with other sales teams using social media and collaboration tools in their sales cycle? We’re participating in a research study conducted by Aberdeen Group and invite you to participate, too. See how your experiences in social selling compare with those of your peers, benchmark your performance and learn how you can achieve Best-in-Class results.

The resulting report from this research will provide us all with a roadmap for leveraging the most effective techniques and products that support internal collaboration, external “listening” and active social media participation in the sales arena. Participate by taking this brief, 10-minute survey: Social Selling: Unleashing the Power of Social Media on B2B Sales Enablement. In appreciation for sharing your time and thoughts, Aberdeen Group will provide complimentary access for you to the full benchmark report as soon as it is published (a $399 value). Individual responses will be kept strictly confidential, and data will only be used in aggregate.

This guest post is written by Andy Paul, a leading authority on sales for small and medium-sized businesses (SMBs) and the Founder of Zero-Time Selling. Andy is also the author of the award-winning book, Zero-Time Selling: 10 Essential Steps to Accelerate Every Company’s Sales.  Zero-Time Selling was selected as one of the Top 3 Sales & Marketing books of 2011. Andy is our featured guest in a webinar on Thursday February 9 @1PM EST. You can view a preview and register here. Take it away, Andy…

There is a lot of talk about content in marketing and sales these days. A company no longer has just brochures, datasheets or a company website; it has a pool of content about the products and services it markets. The company makes strategic and tactical decisions about how to most effectively communicate that content to potential customers, whether by blog, tweet, email, brochure, slide deck, webinar, datasheet, phone call or other means.

What does “content” mean for your customer?

When asked to define “content”, salespeople tend to have a very parochial point of view, believing that content is solely the information developed by their company, about their own products and services, that they can supply to their prospects.

Unfortunately that narrow perspective creates a mismatch with the information needs of their prospects. The problem for a sales person is that their potential customers have a much broader definition of and requirement for content. To the prospect and customer “content” is the sum total of the data and information they need to make a fully informed purchase decision in the least time possible.

In their buying cycle, prospects are looking to gather not only the specifics about particular products and services but also information and data that will help create the overall context for the decision they have to make. For instance, an informed buyer may need to know where technology is evolving in your product segment, not only for you but also your competition. They may need to know what their competitors have done or are doing with similar products. They may need to have an understanding of what products will be coming to market in the near future that could impact their competitive position if adopted by a competitor first.

Think Globally, Act Locally

In the early days of the environmental movement, grassroots activists encouraged their followers to ‘Think Globally, Act Locally.’ In other words, you needed to consider the implications for the global welfare of the earth in the actions you took locally in your day-to-day life.

Similarly, salespeople need to think more globally about the content they provide to prospects and the positive impact it can have on their local decision-making. It is no longer enough for your sales team to be a conduit for proprietary content only.

A salesperson can create real value for the customer by taking a broader view of the customer’s need for information and identifying and providing the 3rd party content that assists the customer to make a more informed purchase decision in less time.

3 Easy Steps to Becoming an Effective Content Provider

1. The salesperson needs to thoroughly map out the entire set of information the customer will need to A) make an informed purchase decision and B) make the decision to purchase your product. A and B are not the same data. Unless a salesperson is new to the company they should have the customer and product knowledge to complete this on their own.
2. The salesperson defines a list of the 3^rd party content they could provide that would create value for the customer. The goal is to make the customer smarter, in a global sense, about their problem, their requirements and the value of the solution that you can provide. Yes, the customers could go online and find this information for themself. But, envision the credibility and trust you will build with the customer if you proactively provide it.
3. The salesperson goes online and finds the information they need. Here are a few quick ideas about finding relevant content that would be valued by your prospect:
• Set up Google Alerts for keywords associated with the prospect’s industry as well as for your products/services. Check these daily for content that will provide value to the prospect.
• Subscribe to key blogs in the prospect’s market space. Provide links to postings from bloggers in their industry that discuss the problems solved and benefits received from solutions like yours.
• Find 3^rd party industry or academic research on your product category. Even if all you can find online is the abstract from a research report, you can usually learn enough information from that to understand what its conclusions are. If you were working on a big enough deal then perhaps it would be worth buying the report for the customer.
• Search YouTube (www.youtube.com ) for videos that address the installation or implementation concerns the prospect might have for a solution like yours.
• Check resources like SlideShare (www.slideshare.com ) for presentations that address areas of interest to the prospect.
• Search online for industry conferences in their space and look for interesting presentations that are relevant to the prospect’s buying cycle. Find a link to the conference proceedings. If not, email the presenters and ask for a copy of his or her slides.
• Use a tool like VisibleGains for Sales to provide the 3^rd party content to the customer in Zero-Time. Track which content the prospect looked at so that you can focus your follow-ups on the topics that matter most to the prospect.

Being an effective content provider requires an investment of time and thought on the part of the salesperson. This investment is usually the difference between a successful salesperson and one who is always playing catch-up with his or her quota.

Please be sure to join me on Feb 9 at 1pm EST for a webinar presented by VisibleGains: The First Seller with the Answers Wins! 4 Essential Elements of Effective Sales Lead Follow-up. I’ll be speaking about the steps every company should take to maximize their returns on the sales leads they generate. Click here to register for the webinar. Everyone who registers for the webinar and completes a free online assessment on my website will receive a free copy of my award-winning book, Zero-Time Selling.

Reversal of opinion

For the record, after reviewing our marketing efforts in January, I’ll publicly admit a shift in my thinking. I’ve always thought holiday cards were hokey and a complete waste of marketing time. So I’ll readily admit I wasn’t optimistic about the value of creating an electronic New Year’s missive.

However, I was intrigued enough to try one because our Xmas card: Do you know if Santa read your wish list? Johnny does… drove a significant bump in Free Account signups. Our Xmas “card” was a humorous and cleverly disguised product demo highlighting a kid using VisibleGains’ Outlook plugin to share his gift wish list and receive notifications when Santa read it.

As a new year’s follow-up, we decided to create a parody of the Old Spice Man—inspired by a draft script I created long ago. With some copy tweaks, we were off and running. We sent it to our core email distribution list. Happily, the HTML Open Rate on the New Year email Parody was 12.74%.

Data from our video app tells us roughly 1 out of 3 folks viewed the video and most stayed until the end. Google analytics (below) shows a spike in traffic the same day we sent it out when we didn’t have any other campaign running. Additionally 2.5% of viewers signed up for our Free Account that day. I know 2 to 3 percent is pretty standard but for the investment of time—and as a way to fill the lull between vacations when people are slow to get back to full throttle—we were happy.

So for a couple of hours of creative fun, we fed our Free Account program which in turn drives business. That’s better performance than many of the trade shows with speaking engagements we’ve invested significant more time and resources in! (Fodder for another blog post—or rant. In my humble opinion, trade shows are often too expensive for the return on investment.)

Are corporate Ground Hog’s Day cards or valentines worthwhile marketing investments? (Just kidding, I think.)

Life is full of should-do’s.

Without thinking about it, I floss my teeth every night as part of my bedtime routine. I exercise regularly because I love how swimming energizes me. But there are plenty of other should-do’s I keep putting off. One of them is to use social media to build my professional reputation and relationships.

Social media has radically changed the way we communicate and connect with others. What I still think of as a should-do, younger workers—in addition to my early adopter peers—just do.

Don’t get me wrong—I use social media, but mostly to research and listen. If there was the equivalent of a Klout influence score for lurking, mine would be right up there! I am an introvert online. I join LinkedIn groups, but observe from the sidelines. I feel awkward—like I’m back in middle school and not sure where to sit at the lunch table.

It’s high-time for me—and maybe you too—to get over it. I realized I’m not the only one who feels this way when within hours of promoting our webinar, Using LinkedIn to Sell, we got 300 signups. Lots of extroverted salespeople are eager to move their selling skills online to engage with prospects. Like me, they know it’s something they should do and are looking for guidance getting started. They also want to be convinced they’ll realize a return from their investment of time and effort. I bet they’re struggling a bit to find their voices, too.

If becoming more ‘social’ is on your should-do list as a salesperson, I encourage you to check out this webinar. We invited David Kalstrom from Outbound Excellence to speak alongside our very own Cliff Pollan. David shares practical how-to tips from his social sales system. David’s system has been proven successful and reinforces what we at VisibleGains already know to be true: salespeople who engage more personally with prospects by sharing relevant information (via a tweet, participation in a LinkedIn group, direct email or whatever) build reputations and relationships that generate more sales and referrals over time. 

CLICK HERE to watch the webinar recording, Using LinkedIn to Sell.

Remember, it takes practice, practice, practice to transform should-do’s to behaviors we do do.
Are you committed to making ‘posting daily’ as habitual as flossing?

I took an hour this weekend to read David Meerman Scott’s new book entitled “Newsjacking: How to Inject your Ideas into a Breaking News Story and Generate Tons of Media Coverage“.

The concept is simple—any company can find breaking news that will get broad coverage and fit themselves into the story. You can see David tell it in his own words in an interview I did with him yesterday.

Important for me was David’s concept of creating this book for digital distribution only, taking advantage of many of the new features offered—including interactivity—for the new Amazon Kindle Fire, as well as the Apple iPad and Barnes & Noble Nook. The interactive elements create a rich, personal experience. A viewer can quickly dig in and learn more. Designing for the medium makes for a true digital experience, as compared to reading a book written for hardcopy and published as an eBook. Also, David intentionally kept the book short so you can get through it in an hour.

Business ebooks will spark more conversations online and offline via shorter, more interactive and easier to share formats like this one. I see this as the future for creating community.

Thanks to David for cutting new ground here.

To learn more about Newsjacking and how to share other real-time data to advance sales, join the discussion on Tuesday November 22 @1PM EST with David and Craig Elias, creator of Trigger Event Selling™ and author of the Bronze Medal winner of the Top Sales Books of 2010 “SHiFT! Harness The Trigger Events That TURN PROSPECTS INTO CUSTOMERS” .

(Note: David is an advisor to VisibleGains).

I recently called my satellite TV provider—DISH Network—and asked what they could do for me as a longtime subscriber. I was perfectly happy with DISH Network’s service. In fact, over the years I’ve referred new customers to them by gushing online via social media as well as offline. However, an offer from Verizon for FIOS TV had piqued my interest since we already receive our Internet service through Verizon. Without much hesitation, the customer service rep from DISH Network told me nothing could be done to match Verizon’s offer. Oh, and don’t forget to mail in the last month’s check—thank you very much.

Really? No, really?!

At the time, DISH Network was actively recruiting subscribers and I was truly confused by the service rep’s indifferent response. Guess what I did? I switched to Verizon for FIOS TV, of course.

We’ve all seen statistics on customer retention versus acquisition. Lots of really smart Ph.D’s have explained the concept of Customers Lifetime Value (CLV). In the simplest of terms, it’s a lot cheaper to keep a customer than to get a new one—common sense without the fancy TLA (Three Letter Acronym). Within the past few years, I’ve noticed CLV has been modified to CCLV (Connected Customers Lifetime Value) and CEV (Customer Engagement Value).

Basically, anyone selling anything should expand their thinking beyond their existing customers to their customers’ network and sphere of influence.

Product marketing sometimes casts customer retention in terms of switching costs. Think about what a pain it is to switch cell phone carriers. The Cell Carrier Lobbyists fought tooth and nail against LNP (Local Number Portability) until they could figure out ways to lock up customers. There’s really no reason to have specific phones for specific carriers. Europe doesn’t. Instead of focusing on change penalties, how about improving the value of the services delivered by understanding my needs and what makes me choose to be a loyal customer and refer my friends?

Airlines attracted and successfully retained loyal customers for a while with frequent flyer programs. I know—I booked most of my flights on United even though there weren’t always direct flights to where I was going. But then United and other airlines blew it by instituting too many restrictions.

Most businesses truly do strive to please their customers. Most business people appreciate the power of referral marketing and naturally hope through careful management of customer relationships, we’ll gain new customers via referrals.

I invite you to pause now and honestly ask yourself: when was the last time you reached out to your customers individually? I don’t mean sending a newsletter or some marketing automated message, but making a direct one-to-one connection. And, not when there’s a problem, but when there isn’t—simply as a way to listen, learn and share information.

Connecting genuinely on a more personal level—one-to-one—is a powerful way to cultivate happy customers, and, hopefully, referrals. Here are several tips to help you get started:

• Tweet a congratulatory note or comments to new customers who use Twitter accounts.
• Actively participate in LinkedIn groups around conversations you care about.
• Reward your customers with information that helps them stay on top of their game—even if the data you share has nothing to do with what you’re selling.
• Offer favors, connections and networking opportunities to advance your customers’ careers.
• Find out what makes each customer tick—what they’re passionate about. Do this to find common interests you share and can connect through.

Having said all that, my hope is to personally connect with more of our customers. Please DM me @biasforaction or give me an old-fashioned phone call to chat. My direct phone number is 781-350-3416, extension 113. My email is bcarney at VisibleGains dot com (so the SPAM bots won’t pick me up).

I had coffee with a psychology colleague who is a brain specialist. I told him about my recent post discussing how salespeople can inadvertently paralyze prospects through information overload.

He got thoughtful and asked if I wanted to know what actually happens in the brain when someone is presented with too much information—like when a buyer has to shop in a “superstore” versus a “bodega”. I eagerly said yes and this is what I learned.

First of all, he explained, we humans are motivated to solve problems. Problems create uncomfortable feelings and we are programmed to make those uncomfortable feelings go away. In fact, the feelings (FB) part of the brain (science speak: limbic system) has many lines of communication that are directly connected to the problem solving (PSB) part of the brain (science speak: prefrontal lobe). So when we experience discomfort about something not working right, that feeling gets sent directly to the PSB, pleading:

“Do something about this problem!”

Feeling some pain or discomfort is actually a good thing because it energizes us to gather information in order to find a solution. For example, a prospect may search websites, read blogs, or perhaps ask a trusted colleague for some solutions to his or her problem. The shopping process begins…BUT when a prospect is presented with massive amounts of information, the PSB, craving order, has to work “overtime” to categorize information in order to be able to make a decision.

The FB picks up the strain in the PSB and sends frantic messages to it:

“I’m overwhelmed! I don’t have enough time to figure out the best solution. What if I make a mistake?”

With all these distress signals going to the PSB, guess what happens? The PSB gets exhausted and gives up trying to solve the problem and instead shifts into survival mode. Your overwhelmed prospect is no longer shopping for a solution. He or she is using all of her energy to feel better.

“How can I get out of here? My problem is not so bad. I don’t really need to change anything. Good bye!”

ALAS, PARALYSIS!

So what can a salesperson do to avoid this from happening to a prospect? 

• First and foremost, keep your sales communications clear, concise and well organized.
• Use categories (sales speak-qualifiers) the thinking brain “craves” by spelling out the obvious so the prospect does not have to work so hard.
• Gain a simple understanding of your prospect’s most important problems, identify the key ways you can help him or her and align those two tightly. (If you cannot describe how your solution solves the problem in a few sentences, then you’ve missed the mark!)

Helping buyers categorize information leaves them with more energy to make an informed purchase decision more quickly. Think about going into a superstore to buy a television. When you arrive in the TV area, you’re faced with a dizzying array of choices. Left on your own, you may get overwhelmed and bolt. An experienced salesperson, though, can prevent you from fleeing and promote thoughtful decision making by asking you a few “category promoting” questions such as:“What are you going to watch? How big is your room? Does it have a lot of sunlight? Will you be gaming on it?” This line of questioning enables you to narrow your selection and hone in on a few options to choose between.

Understanding how the brain reacts to information overload is critical to helping your prospect stay focused to make a decision. Stay tuned for Part 2 of this blog for more tips to help your prospect thrive in our “superstore” culture.

How do you simplify decision making for your prospect?

Peggy Kriss, Ph.D. is a clinical psychologist in Newton, Massachusetts and a consultant to VisibleGains. Stay tuned for more psychology informed blogs by Dr. Kriss.

Sharing content—it seems like everyone in Sales and Marketing is doing it. In fact, it’s not uncommon now for companies to encourage employees at all levels and roles to join in the task—customers and partners, too.

Inside Sales Strategist Trish Bertuzzi from The Bridge Group, Inc. urges companies to consider salespeople as valuable members of the content team.

“The salesperson needs to be viewed as the thought leader, not just the company.”  

Instead of calling your prospect with the standard check-in call, Trish suggests trying this: “Hey I’m going to send you an article with some data I think you’ll find interesting. I would love to chat with you about it—give me call when you have a moment.”

Your role here is to keep a laser focus on the topics of interest to your prospect. Done properly, the very act of sharing a great blog post, industry research paper or white paper from Marketing is a service, providing additional touch points while at the same time building your reputation as an expert who can help.

B2B Marketing Strategiest, Ardath Albee agrees, “The net is credibility and trust for your company AND your salespeople. That’s what wins complex sales in today’s market.”

She goes a step further and suggests that salespeople should not only share content, but their voice should also be reflected in the content. She offers some terrific tips for how marketers can access salespeople’s knowledge and front-line experiences and get it into print. For example, “interview them” and “find out what they’re passionate about”.

As your content-sharing relationship grows with your client, you may decide that it would be helpful to scribe your personal experiences and opinions. What are your reflections on the article you just sent to your prospect? How about commenting on that? Or, writing your own blog about your sales experiences. What’s important is that whatever you do share is genuine. You could even write about how your personal experiences as a buyer inform your professional sales approach.

You may find that this “more personal” style of content sharing is a “win-win”. Your expertise and trustworthiness are much easier to showcase when you are the creator of information and not just the pusher. You are building a genuine relationship, demonstrating you are actively engaged and curious about your prospect’s perspectives and that you “get it”. Your prospect may reciprocate by being more open and honest with you, and, ultimately, become more comfortable making a decision about buying your product or service.

What topic might you write about and share with a prospect?

Peggy Kriss, Ph.D. is a clinical psychologist in Newton, Massachusetts and a consultant to VisibleGains. Stay tuned for more psychology informed blogs by Dr. Kriss.

Photo Credit: ElvertBarnes’ Flickr photostream

In my previous post, Build trust & boost sales by sharing golden nuggets, I shared lessons learned from HiveFire’s content curation user conference. I made the case that every communication we have with a prospect or client is an opportunity to build up our trust capital. What is so exciting for me is that content sharing, when done correctly, has incredible potential for boosting sales. Sharing content is a terrific way to enhance the conversation and build trust between you and your prospect. And it is no secret these days that trust is critical to the sales process.

I’ve already written about qualities of content that engender trust—in short, making it relevant, in the right amount, and without company bias. Here, I want to take it a step further and talk about how to include the prospect in the content conversation.

The best way to give your prospect a positive experience—to feel understood, engaged, and trusting—is to make the content sharing experience be personal, two-way, and collaborative. This give-and-take exchange is important because it will: 1-empower you to more astutely identify and help solve your prospect’s problem and 2- establish your credibility as an expert who can help.

Here are four content sharing tips designed to build TRUST, the “new” fashioned personal and collaborative way:

1. Make it easy for your prospect to comment on your content. HiveFire’s solution, according to CEO Pawan Deshpande, is to use Disqus. Creating two-way engagement around the content is a way to show your prospect you really do care about being a thought leader and getting to the “truth”. Furthermore, comments give you feedback on whether your content is actually adding value.
2. Similarly, use analytics to determine which content is read by your prospect. Why? So that you learn over time what topics capture their attention.
3. Encourage your prospect community to contribute content as well. This gives you even more information on what topics they deem relevant and sheds light on their needs and concerns.
4. Share content openly and make it easy to bring a prospect or client back to your site for “more”. Striking this balance will reinforce the connection between the prospect and your company—and YOU—as trustworthy thought leaders.

Is your content sharing strategy building TRUST? What are you doing to make it feel personal and collaborative?

Peggy Kriss, Ph.D. is a clinical psychologist in Newton, Massachusetts and a consultant to VisibleGains. Stay tuned for more psychology informed blogs by Dr. Kriss.

Photo credit Kris Hoet

Just back from attending HiveFire’s user conference for content curators. Content curation has taken off! My learning from the conference is that the reason why has much to do with TRUST!

What is content curation, you ask? Simply put: content curation is the process of sifting through the boatload of information “out there”—blog posts, tweets & news feeds—and passing on the golden nuggets others in your network find valuable.

After sitting in this curation conference and being bombarded with the “T” word, I was struck by the incredible potential content curation has for salespeople to virtually build trusting relationships as the foundation for generating sales and referrals.

I found this trust theme particularly interesting having just read a blog by Steven Woods, CTO at Eloqua, on “Trust, Reputation, and Inside-Sales”.

“There is a significant shift underway in how we establish and build trust… [having] numerous profound implications for society in general, but more specifically, it is causing significant shifts in the way that people buy… the evolution of trust is opening up new opportunities for inside sales teams.”

“As the emphasis on face-to-face interaction as a way to build trust decreases in lieu of other ways of building trust, the need to be “in the field” also decreases. It is unlikely that field sales as a discipline will disappear any time soon, the economic bar at which a face-to-face interaction is “necessary” is in the middle of a dramatic shift.”

Marketers are all over the power of content curation for building trusted reputations of brands and products. According to Hivefire’s B2Marketing trends 2011 survey, 82% of B2B marketers now use content marketing as a strategy in their marketing programs. Forrester Research cites the use of online content curation to build thought leadership and authority relationships as one of four critical emerging technologies for B2B sales and marketing.

Posting a Youtube video occasionally on Facebook to share with friends or sharing links to articles of interest with your network are forms of content curation. Chances are you already do this to some extent. Now think about someone you know professionally you consider as a go-to person or expert. My guess is that they regularly share information on a particular topic you find valuable. By doing so consistently, they’ve established themselves as a trusted source.

Bottom line: every communication you send—and online interaction you have—is an opportunity to build trust capital you can leverage strategically to boost sales. Continuously earn deposits in your prospects’ trust banks by routinely sharing valuable, golden nuggets of information. Here are a few content curation tips to help you get started:

1. Add real value by selecting content of specific interest to an individual prospect or customer. Make sure it’s information your reader truly cares about; do not be guided by what you find interesting or stimuating.
2. Less is more—don’t overload your prospect with too much information.  Remember, too much information and they will shut down (read more in my previous blog).
3. Don’t be afraid to share information about your competition; it is a critical way to show that you are trustworthy.  Nobody wants to do business with an “information censor”.

Stay tuned for future posts with additional practical tips to help you create a simple, disciplined routine for continuously discovering and sharing valuable information with prospects and clients.

How are you building trust virtually? Is content curation one of the trust-building tools you use?

Peggy Kriss, Ph.D. is a clinical psychologist in Newton, Massachusetts and a consultant to VisibleGains. Stay tuned for more psychology informed blogs by Dr. Kriss.