The Sales Revolution

Recognising internal colleagues as customers enhances organisational culture and drives strategic results. That’s according to Stephanie Christopher, a seasoned sales leader with more than 25 years’ experience, currently serving as the Managing Director at Vistage Australia and New Zealand. She is known for her deep insights into sales strategies, customer consciousness, and fostering a culture of...

Stacey Packer, founder of SP Consulting, shares her philosophy of generosity and relationship-building in business. By giving first—whether through introductions or valuable insights—businesses can build stronger, more meaningful connections. Following up on introductions and referrals is crucial; there is value in thanking the referrer and updating them on the outcomes, which strengthens professi...

Making customers feel genuinely valued is crucial. Effective sales techniques alone are not enough – the human element of showing customers they matter is essential for long-term success. Ingrid Maynard recounts an encounter at a brickyard, comparing two vastly different customer service experiences. The first involved a knowledgeable salesperson who, despite employing effective sales techniques,...

Australian small businesses are grappling with economic uncertainty, talent shortages, and rapid technological advancements, including AI. With a lifetime of experience in the SME marketplace and as Co-founder and Director of the Leadership Think Tank, Jason Tunbridge believes a strong focus on customer needs is essential for business success. Exceptional customer service can turn clients into adv...

Named one of the leading customer experience (CX) leaders in the world, Justin Tippett’s 30-year career began on the phone in a call centre; today he’s CEO of the Australian Customer Experience Professionals Association. His expertise spans the impact of AI on CX, the importance of empathy and personalised service, and the need for strategic investment in both technology and human skills. There’s...

Jane Libbis became a lawyer because she wanted to help people. Jane is the founder of Umbrella Family Law, whose approach to business is different to other practices. Jane explains to host Ingrid Maynard how important it is for her to build a network of like-minded professionals and clients who align with the values and culture of her law firm. There’s a challenge, she admits, of balancing empathy...

Some of the best salespeople don't see themselves as salespeople. Ingrid Maynard challenges the negative association with sales and highlights the importance of providing solutions and adding value to customers. She shares examples of individuals and organisations that excel in sales by focusing on creating positive experiences and deepening relationships. The underrated soft skills are crucial to...

A customer-focused culture starts with strong leadership and a commitment to valuing and empowering employees. That’s the perspective of Michelle Fahey, Executive General Manager of People, Safety & Engagement at Intellihub Group, a digital energy management company. Having landed into an HR career, Michelle has the uncanny ability to read and engage with people quickly. She’s discovered how e...

We’re led to believe we choose our own career, but in reality careers often choose us, particularly sales careers. Shaun Carey, Chief Sales Officer at Tradeware, shares his career journey and how he has embraced the opportunities that have come his way. Shaun emphasises the importance of understanding the sales role and having clarity in performance expectations. He also highlights the significanc...

The relationship with your customers shouldn’t be forged in isolation. Every single touchpoint across the organisation should aim to create a sensational customer experience. Ingrid Maynard discusses how a stronger customer relationship leads to loyalty and revenue continuity, as well as profitable growth and referrals. She emphasises the need to create an organisation that is in its own league an...

We spend so much effort and resources on learning the tools to do our job. However, it’s those often-overlooked soft skills, such as self-awareness and communication, that are crucial for success in business. That’s according to Renata Sguario, founder and CEO of Maxme, a company maximising human potential on a global scale. Embracing strengths and working on self-management, she says, can lead to...

Mandi Ford wanted to have a business that made everyone smile. Mandi’s Director at ES Concierge & Co, Australia leading life and business concierge. She and her team help with finding gifts, booking restaurants, delivering services – any little (and big) thing that needs solving. She espouses ‘unreasonable hospitality’: exceeding expectations and surprising and delighting customers. When hirin...

Most businesses grow to a certain size then struggle to push through. In fact, according to research by strategy advisor and business mentor Jenny Stilwell, only 7% of businesses break through $2 million in turnover. Jenny is author of The 7% Club, and she highlights the three key areas of challenge for companies looking to grow beyond $2m: complexity, people management, and transitioning from bus...

The sales landscape has changed significantly observes Ingrid Maynard, host and CEO of The Sales Doctor. She says sales leaders and salespeople need to focus on three key areas to be successful: pipeline, driving the sales process, and activity levels and technique. Managing the pipeline is crucial, with each person's pipeline needing to be a multiple of their sales target. Driving the sales proce...

Glen Simpson has had an unusual pathway to corporate leadership. As a trained agronomist, his career in agriculture and his work in addressing food shortage in developing countries underlies his commitment to aligning activities with the needs of the communities. One of the biggest challenges for executives is achieving alignment around purpose. Glen discusses the impact of organisations on societ...

What underlying values do you have that drive your business or organisation? Well, Sam Paior employs only disabled people and family carers, because she believes it’s important to have peers serving her clients. Sam is Founder and CEO of The Growing Space, a disability consultancy providing one-to-one support coordination for disabled people and families navigating NDIS. Sam explains how they hand...

Jodie Hawkes discusses her decades-long journey to her role as CEO of Bowhill Engineering, an organisation that values a customer-centric approach to its role as a supplier. Jodie explains the four core competencies of Bowhill Engineering: smarter together, win before you start, complexity done excellently, and committed to the community. She highlights the significance of creating a culture where...

Have you stopped to consider who your customers are and what they are saying about you? Do you even want to know? It can be hard confronting the truth in case the truth is not what you want to hear. Ingrid Maynard explores the importance of customers and their impact on an organisation's reputation. The definition of a customer needs to expand beyond traditional buyers. Ingrid introduces the conce...

A respected and recognised sales team is a loyal team and one which performs highly. So, how do you show your team you value them? According to Jerry Kleeman, there are certain things you can and should do to show how you value your teams, but not nearly enough organisations do so. Jerry has a long list of achievements in his career, including director of sales for Fortune 500 companies, and today...

Have you ever considered adopting an experience strategy with your customers or clients? Entrepreneur Sarah Pirie-Nally embraces the philosophy of creating immersive experiences that go beyond traditional customer interactions. Sarah was one of the first ‘intrapreneurs’ at Commonwealth Bank, Head of Change and Communications at NAB, Chief Design Officer at ASB Bank. She’s started a slew of compani...

If you’re try to tap into the minds of your customers – and who isn’t? – it might be worth considering a developing a customer advisory board. Louise Broekman, the founder of the Advisory Board Centre, discusses with Ingrid Maynard how customer advisory boards are tremendously beneficial for organisations to listen to their customers and involve them in the decision-making process. Louise highligh...

Over time there’s been a gradual shift in perception – a result largely from the rise of e-commerce – that salespeople have become order-takers. Although it has become a dirty word, sales is essential for organisations to thrive. Ingrid Maynard highlights the loss of delighting customers and the negative effects on profit and customer loyalty. Sales should be seen as a craft and discipline, requir...

Sales has lost its prominence and prestige over the decades, and most of that decline has evolved from marketing overtaking sales as the driving force in business. That’s according to Bob Nordlinger, CEO and Consulting Director of Superior Strategy, and one of Australia’s most experienced and respected CEO coaches. He says this shift has led to a transactional approach to sales and the decline of...

COVID has inflicted an onslaught of change in the way we live and the way we work. It has meant that organisations need to alter their own leadership practices to reflect the changing behaviours of their people. Trudy MacDonald,Founder and Managing Director of human resource consultancy TalentCode HR, highlights the challenges of balancing empathy and accountability, especially in the context of r...

The Sales Revolution podcast explores a new paradigm shift in sales organisations and the way they think about customers and salespeople. Ingrid Maynard, CEO of The Sales Doctor, introduces the concept of the Mutual Mattering Philosophy, which focuses on mutual enrichment and service to customers. The goal is to create a magnetic organisation that attracts the right people and becomes impossible t...