But at the same time, they also indicate that it is a misconception to think that people in sales no longer matter to them. So people are still needed. Loyalty According to Gartner , 53% of buyer loyalty is still determined by the human factor and interaction. In fact, every customer wants an optimal digital experience in combination with the ultimate personal interaction. But be careful! Because at the same time, a third of them say to the question “What irritates you most?”, “Too much contact”.
The war for talent
So yes, we want human contact, but then it has to be measured and valuable. And the three things buyers value most are speed, transparency and expertise. At first impression it seems quite simple. How hard can it be? Speed, transparency and expertise? But it is precisely on this last concept, expertise, that many sales people fail. In addition, 77% of B2B buyers do not believe that salespeople understand their business or can help them further. See a serious expertise paradox here.
Thinking for your customer
To illustrate loyalty versus belief in sale and expertise Wat is expertise? It starts with the question: what is expertise? For many people, expertise means knowing everything about the client’s organization and the industry in which it operates. Does that mean that as a B2B sales professional I need to be a legal or pharmaceutical expert if my clients are in those industries? Or that I have to offer expertise if I want to talk to them? The answer is ‘no’. Expertise Expertise refers to the specific skill or knowledge that a person has.