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In this episode of the 1% Edge Podcast, Carlos Nouche speaks with Brian Leonard, Vice President of Sales at Quill, about the significance of high-touch engagement in a digital world. They discuss the importance of building relationships in sales, adapting to face-to-face interactions, and understanding generational differences in customer preferences. Brian shares insights on differentiation in a commodity market, the role of customer service in relationship management, and his personal career journey from medical devices to office supplies. The conversation concludes with reflections on work-life balance and personal growth.
Takeaways
- High-touch engagement is crucial in today's digital world.
- Building relationships is key to sales success.
- Face-to-face interactions can significantly improve customer relationships.
- Understanding generational differences helps tailor sales strategies.
- Differentiation in a commodity market relies on exceptional customer service.
- Customer service can turn a negative experience into a positive relationship.
- Sales teams must adapt to new market demands and customer preferences.
- A strong company culture can enhance employee performance and customer satisfaction.
- Personal growth involves stepping out of your comfort zone.
- Work-life balance is essential for long-term success.
Titles
- Reviving High Touch Engagement in Sales
- The Power of Relationships in a Digital Age
Sound Bites
- "Is person-to-person engagement really dead?"
- "Our competitive differentiator is our people."
- "It's easy to say, but doing it is hard."
Chapters
[00:00] The Importance of High Touch Engagement
[02:51] Building Relationships in Sales
[06:05] Adapting to Face-to-Face Sales
[09:02] Understanding Generational Differences
[11:52] Differentiation in a Commodity Market
[15:09] Customer Service and Relationship Management
[17:56] Brian's Career Journey and Lessons Learned
[20:55] Work-Life Balance and Personal Growth
