Throughout my career I’ve been amazed at the amount of time and energy sales teams expend insulating customers from internal friction. Rather than selling externally, salespeople spend excessive amounts of effort internally overcoming misalignment and cultural blind spots. In the process of teaching clients how to facilitate commerce, it’s become evident that B2B companies everywhere get in their own way at great expense. This is what I call The Customer Prevention Culture℠ and it’s embodied by passive leadership, fixed mindsets and delivering a friction-filled customer experience.
The Customer Prevention Culture℠ is rooted in the following dysfunctional patterns:
The Customer Prevention Culture℠ is intended to strike you as absurd. After all, who in their right mind would set out to build, foster or perpetuate a culture that prevents customers? Nobody! And yet, in my experience, it’s pervasive throughout business. The good news? We have answers! The Culture of Commerce