{"id":49870,"date":"2020-11-05T17:50:00","date_gmt":"2022-10-18T17:50:54","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=49870"},"modified":"2022-10-28T03:13:40","modified_gmt":"2022-10-28T10:13:40","slug":"how-empowerment-and-ownership-enabled-fisher-paykel-to-redefine-its-approach-to-sales","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/blog\/how-empowerment-and-ownership-enabled-fisher-paykel-to-redefine-its-approach-to-sales\/","title":{"rendered":"How Fisher & Paykel Redefined Its Approach to Sales"},"content":{"rendered":"\n

Working through this pandemic has brought many different challenges for all types of businesses, and COVID-19 presented us with a big decision: do we let things play out and see what happens? Or do we double down and invest in technology? <\/p>\n\n\n\n

As a global business who sells products in more than 50 countries, we operate in a B2B, B2C and B2B2C world, so we needed to ensure our sales channels were still able to work as best as they could. <\/p>\n\n\n\n

We asked the question internally: \u201cIn 12 or 18 months, are we going to regret investing in technology now?\u201d. No one could say \u201cno\u201d.  <\/p>\n\n\n\n

There were some things that we already knew we needed to do. Straight away, we brought forward the technological investment that was already on our roadmap. Since then it feels like we’ve done at least two years of work in the past six months, but it’s been worth it.<\/p>\n\n\n\n

Under our new CEO and the executive team, we\u2019ve been focusing very heavily on internal communication and transparency to make sure our shared purpose, vision and strategy have cascaded through the company and permeate everything we do at every level. <\/p>\n\n\n\n

This culture enabled us to quickly take action and helped power the changes we made to the way we connected with all of our partners and customers.<\/p>\n\n\n\n

Reimagining the sales process<\/h2>\n\n\n\n

As you\u2019d expect during this global pandemic, we\u2019ve had to rethink our approach to sales. And as a global business, that looked different in each region. <\/p>\n\n\n\n

Parts of North America have essentially been in lockdown since March; in New Zealand we had very swift lockdowns, but were back in action relatively quickly. So we\u2019ve had to tailor our approach based on what\u2019s happening in the region. <\/p>\n\n\n\n

Across the world, though, retailers\u2019 ability to sell to the customer was taken away overnight. This meant we had to change how we supported them \u2013 and change that quickly.<\/p>\n\n\n\n

The most significant change, of course, was for those who usually operate from a storefront. If you don\u2019t have a store, how do you keep on selling?<\/p>\n\n\n\n

The immediate things we focused on were perhaps the obvious. Were our products on their website? Did they have the right content to support those products? And this, all of a sudden, leads into how can we keep training your staff? <\/p>\n\n\n\n

It was important they understood the principles of B2C commerce, so when they\u2019re engaging a customer whose only access to the store is now via a website, they can have the right conversations. <\/p>\n\n\n\n

The key thing to note, however, is that we didn\u2019t turn to a direct sales approach \u2013 we weren\u2019t cold calling or putting the hard sell on. We said to everyone selling: \u201cwe want you to keep engaging with customers in exactly the same way. The only thing that\u2019s changed is the medium \u2013 you\u2019re online, not face-to-face\u201d. <\/p>\n\n\n\n

The fundamentals are very similar.<\/p>\n\n\n\n

Out with the hard sell, in with the gentle touch<\/h2>\n\n\n\n

From the outset of the pandemic, we decided to change the way we marketed and to take the focus away from the product. <\/p>\n\n\n\n

We didn\u2019t think it was right to deliberately promote our brand, so we decided to engage with customers on a much more human level. There was so much information about coronavirus and the economy, and it was all doom and gloom. We just wanted to add something positive \u2013 a distraction to lighten the mood and help people. <\/p>\n\n\n\n

We started to communicate with customers about things that could improve their lives a little \u2013 especially given they were going to be spending more time at home. <\/p>\n\n\n\n

We ran a series of \u2018life hacks\u2019 on timely topics, like \u2019how can I make my food last longer in my refrigerator?\u2019 or \u2018how do I use my dishwasher better?\u2019, and \u2018how do I make a cake for someone who\u2019s allergic to flour?\u2019. We just wanted to stay connected with our customers and continue to find new ways to add something of value.<\/p>\n\n\n\n

Fast-tracking tech implementation<\/h2>\n\n\n\n

To keep the business and our channels to market working as well as they could given the new circumstances, we quickly moved all of our websites \u2013 across all of our brands and countries \u2013 onto Salesforce Commerce Cloud. <\/p>\n\n\n\n

The first step was to home in on the user experience. The second step was to support our trade customers by continuing to build out our trade portal, which is built on Community Cloud, and getting that into the hands of more customers. <\/p>\n\n\n\n

The third step, which was critical, was putting in place the internal tools of enablement \u2013 making sure employees had the right tools at their fingertips. <\/p>\n\n\n\n

We did a lot of work in Service Cloud; we enabled Facebook Messenger as a channel and WhatsApp as a service channel, put the Channel Menu on our website and made sure we had the right touchpoints for everyone to do their jobs as well as they could.<\/p>\n\n\n\n

The importance of empowerment and ownership<\/h2>\n\n\n\n

Of course, we couldn\u2019t do any of this globally without our teams being able to act quickly. This comes down to empowerment and ownership and having the right groups of people focusing on outcomes for customers \u2013 again, something that stems from our culture. <\/p>\n\n\n\n

Our Australian sales team was focusing on what they needed to do for their B2B and B2C customers; our UK team was focusing on what they needed to do on a direct-to-consumer basis. <\/p>\n\n\n\n

Importantly, the teams had to have some autonomy to make decisions and move quickly, which our culture and leadership supported. <\/p>\n\n\n\n

The changes we\u2019ve had to make to the way we operate haven\u2019t just been done to deal with the pandemic. They\u2019ve been done for the long term, too. <\/p>\n\n\n\n

The vast majority of our activity was on the roadmap for the future. Twelve months ago, I could never have imagined we\u2019d have gotten there so quickly.\u00a0<\/p>\n\n\n\n

\n\t
\n\n\t\t
\n\t\t\t

Fourth Edition State of Sales<\/h2>\n\t\t\t\t\t\t\t

Find out how sales leaders are driving business resilience and growth by downloading the fourth edition State of Sales report.<\/p>\n\t\t\t\n\t\t\t\t\t\t\t\n\n

Download The Report<\/a><\/div>\n\n\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t
\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\t\t
<\/div>\n\t\n\t\t\t\n\t\t\"\"\n\n\t\t\n\t\t\t\t\t\"\"\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\t\t\t\"\"\n\t\t\n\t<\/div>\n\n\n\n

Hear more about how Fisher & Paykel redefined its global sales approach in our on-demand webinar\u00a0Unpacking the State of Sales: What are the next steps for sales leaders?<\/a>\u00a0Hear from the best in the business, including sales expert Tony Hughes and Salesforce ANZ Chief Commercial Officer Ian McAdam.<\/p>\n","protected":false},"excerpt":{"rendered":"

Rudi Khoury, Executive Vice President \u2013 Customer Experience, Fisher & Paykel, explains the decision the company made\u00a0and how it transformed its approach to sales.<\/p>\n","protected":false},"author":1,"featured_media":52700,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"bced8eeab49646e4b7d7c5000ed71c63","post_meta_title":"","ai_synopsis":"","jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[2520,2498,2468,2462,2455,2478,2459],"sf_content_type":[],"coauthors":[2580],"class_list":["post-49870","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-customer-story","sf_topic-ecommerce","sf_topic-sales","sf_topic-research","sf_topic-marketing","sf_topic-trailblazer-story","sf_topic-customer-relationships"],"yoast_head":"\nHow Fisher & Paykel Redefined Its Approach to Sales | Salesforce<\/title>\n<meta name=\"description\" content=\"Rudi Khoury, Executive Vice President \u2013 Customer Experience, Fisher & Paykel, explains the decision the company made\u00a0and how it transformed its approach to sales.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/au\/blog\/how-empowerment-and-ownership-enabled-fisher-paykel-to-redefine-its-approach-to-sales\/\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How Fisher & Paykel Redefined Its Approach to Sales\" \/>\n<meta property=\"og:description\" content=\"Rudi Khoury, Executive Vice President \u2013 Customer Experience, Fisher & Paykel, explains the decision the company made\u00a0and how it transformed its approach to sales.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.salesforce.com\/au\/blog\/how-empowerment-and-ownership-enabled-fisher-paykel-to-redefine-its-approach-to-sales\/\" \/>\n<meta property=\"og:site_name\" content=\"Salesforce\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/salesforce\" \/>\n<meta property=\"article:published_time\" content=\"2022-10-18T17:50:54+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2022-10-28T10:13:40+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2020\/11\/state-of-sales-fisher-paykel-rudi-khoury.jpeg\" \/>\n\t<meta property=\"og:image:width\" content=\"500\" \/>\n\t<meta property=\"og:image:height\" content=\"281\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Rudi Khoury\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@salesforce\" \/>\n<meta name=\"twitter:site\" content=\"@salesforce\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Rudi Khoury\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/how-empowerment-and-ownership-enabled-fisher-paykel-to-redefine-its-approach-to-sales\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/how-empowerment-and-ownership-enabled-fisher-paykel-to-redefine-its-approach-to-sales\/\"},\"author\":[{\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/#\/schema\/person\/image\/9b7253fa15ceb87b1d9a3edf1342c076\"}],\"headline\":\"How Fisher & Paykel Redefined Its Approach to Sales\",\"datePublished\":\"2022-10-18T17:50:54+00:00\",\"dateModified\":\"2022-10-28T10:13:40+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/how-empowerment-and-ownership-enabled-fisher-paykel-to-redefine-its-approach-to-sales\/\"},\"wordCount\":1081,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/how-empowerment-and-ownership-enabled-fisher-paykel-to-redefine-its-approach-to-sales\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2020\/11\/state-of-sales-fisher-paykel-rudi-khoury.jpeg\",\"inLanguage\":\"en-AU\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/www.salesforce.com\/au\/blog\/how-empowerment-and-ownership-enabled-fisher-paykel-to-redefine-its-approach-to-sales\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/how-empowerment-and-ownership-enabled-fisher-paykel-to-redefine-its-approach-to-sales\/\",\"url\":\"https:\/\/www.salesforce.com\/au\/blog\/how-empowerment-and-ownership-enabled-fisher-paykel-to-redefine-its-approach-to-sales\/\",\"name\":\"How Fisher & Paykel Redefined Its Approach to Sales | Salesforce\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/how-empowerment-and-ownership-enabled-fisher-paykel-to-redefine-its-approach-to-sales\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/how-empowerment-and-ownership-enabled-fisher-paykel-to-redefine-its-approach-to-sales\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2020\/11\/state-of-sales-fisher-paykel-rudi-khoury.jpeg\",\"datePublished\":\"2022-10-18T17:50:54+00:00\",\"dateModified\":\"2022-10-28T10:13:40+00:00\",\"description\":\"Rudi Khoury, Executive Vice President \u2013 Customer Experience, Fisher & Paykel, explains the decision the company made\u00a0and how it transformed its approach to sales.\",\"inLanguage\":\"en-AU\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.salesforce.com\/au\/blog\/how-empowerment-and-ownership-enabled-fisher-paykel-to-redefine-its-approach-to-sales\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-AU\",\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/how-empowerment-and-ownership-enabled-fisher-paykel-to-redefine-its-approach-to-sales\/#primaryimage\",\"url\":\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2020\/11\/state-of-sales-fisher-paykel-rudi-khoury.jpeg\",\"contentUrl\":\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2020\/11\/state-of-sales-fisher-paykel-rudi-khoury.jpeg\",\"width\":500,\"height\":281},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/#website\",\"url\":\"https:\/\/www.salesforce.com\/au\/blog\/\",\"name\":\"Salesforce\",\"description\":\"Learn how to get ahead of trends and supercharge professional relationships\",\"publisher\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.salesforce.com\/au\/blog\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-AU\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/#organization\",\"name\":\"Salesforce\",\"url\":\"https:\/\/www.salesforce.com\/au\/blog\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-AU\",\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/#\/schema\/logo\/image\/\",\"url\":\"\",\"contentUrl\":\"\",\"caption\":\"Salesforce\"},\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/salesforce\",\"https:\/\/x.com\/salesforce\",\"https:\/\/instagram.com\/salesforce\",\"http:\/\/www.linkedin.com\/company\/salesforce\",\"http:\/\/www.youtube.com\/Salesforce\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/#\/schema\/person\/image\/9b7253fa15ceb87b1d9a3edf1342c076\",\"name\":\"Rudi Khoury\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-AU\",\"@id\":\"https:\/\/secure.gravatar.com\/avatar\/?s=96&d=mm&r=g23494c9101089ad44ae88ce9d2f56aac\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/?s=96&d=mm&r=g\",\"caption\":\"Rudi Khoury\"},\"description\":\"Rudi Khoury is EVP, Marketing and Customer Experience, Fisher & Paykel.\",\"url\":\"https:\/\/www.salesforce.com\/au\/blog\/author\/rudikhoury\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"How Fisher & Paykel Redefined Its Approach to Sales | Salesforce","description":"Rudi Khoury, Executive Vice President \u2013 Customer Experience, Fisher & Paykel, explains the decision the company made\u00a0and how it transformed its approach to sales.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.salesforce.com\/au\/blog\/how-empowerment-and-ownership-enabled-fisher-paykel-to-redefine-its-approach-to-sales\/","og_type":"article","og_title":"How Fisher & Paykel Redefined Its Approach to Sales","og_description":"Rudi Khoury, Executive Vice President \u2013 Customer Experience, Fisher & Paykel, explains the decision the company made\u00a0and how it transformed its approach to sales.","og_url":"https:\/\/www.salesforce.com\/au\/blog\/how-empowerment-and-ownership-enabled-fisher-paykel-to-redefine-its-approach-to-sales\/","og_site_name":"Salesforce","article_publisher":"https:\/\/www.facebook.com\/salesforce","article_published_time":"2022-10-18T17:50:54+00:00","article_modified_time":"2022-10-28T10:13:40+00:00","og_image":[{"width":500,"height":281,"url":"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2020\/11\/state-of-sales-fisher-paykel-rudi-khoury.jpeg","type":"image\/jpeg"}],"author":"Rudi Khoury","twitter_card":"summary_large_image","twitter_creator":"@salesforce","twitter_site":"@salesforce","twitter_misc":{"Written by":"Rudi Khoury","Est. reading time":"5 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.salesforce.com\/au\/blog\/how-empowerment-and-ownership-enabled-fisher-paykel-to-redefine-its-approach-to-sales\/#article","isPartOf":{"@id":"https:\/\/www.salesforce.com\/au\/blog\/how-empowerment-and-ownership-enabled-fisher-paykel-to-redefine-its-approach-to-sales\/"},"author":[{"@id":"https:\/\/www.salesforce.com\/au\/blog\/#\/schema\/person\/image\/9b7253fa15ceb87b1d9a3edf1342c076"}],"headline":"How Fisher & Paykel Redefined Its Approach to Sales","datePublished":"2022-10-18T17:50:54+00:00","dateModified":"2022-10-28T10:13:40+00:00","mainEntityOfPage":{"@id":"https:\/\/www.salesforce.com\/au\/blog\/how-empowerment-and-ownership-enabled-fisher-paykel-to-redefine-its-approach-to-sales\/"},"wordCount":1081,"commentCount":0,"publisher":{"@id":"https:\/\/www.salesforce.com\/au\/blog\/#organization"},"image":{"@id":"https:\/\/www.salesforce.com\/au\/blog\/how-empowerment-and-ownership-enabled-fisher-paykel-to-redefine-its-approach-to-sales\/#primaryimage"},"thumbnailUrl":"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2020\/11\/state-of-sales-fisher-paykel-rudi-khoury.jpeg","inLanguage":"en-AU","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/www.salesforce.com\/au\/blog\/how-empowerment-and-ownership-enabled-fisher-paykel-to-redefine-its-approach-to-sales\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/www.salesforce.com\/au\/blog\/how-empowerment-and-ownership-enabled-fisher-paykel-to-redefine-its-approach-to-sales\/","url":"https:\/\/www.salesforce.com\/au\/blog\/how-empowerment-and-ownership-enabled-fisher-paykel-to-redefine-its-approach-to-sales\/","name":"How Fisher & Paykel Redefined Its Approach to Sales | Salesforce","isPartOf":{"@id":"https:\/\/www.salesforce.com\/au\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.salesforce.com\/au\/blog\/how-empowerment-and-ownership-enabled-fisher-paykel-to-redefine-its-approach-to-sales\/#primaryimage"},"image":{"@id":"https:\/\/www.salesforce.com\/au\/blog\/how-empowerment-and-ownership-enabled-fisher-paykel-to-redefine-its-approach-to-sales\/#primaryimage"},"thumbnailUrl":"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2020\/11\/state-of-sales-fisher-paykel-rudi-khoury.jpeg","datePublished":"2022-10-18T17:50:54+00:00","dateModified":"2022-10-28T10:13:40+00:00","description":"Rudi Khoury, Executive Vice President \u2013 Customer Experience, Fisher & Paykel, explains the decision the company made\u00a0and how it transformed its approach to sales.","inLanguage":"en-AU","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.salesforce.com\/au\/blog\/how-empowerment-and-ownership-enabled-fisher-paykel-to-redefine-its-approach-to-sales\/"]}]},{"@type":"ImageObject","inLanguage":"en-AU","@id":"https:\/\/www.salesforce.com\/au\/blog\/how-empowerment-and-ownership-enabled-fisher-paykel-to-redefine-its-approach-to-sales\/#primaryimage","url":"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2020\/11\/state-of-sales-fisher-paykel-rudi-khoury.jpeg","contentUrl":"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2020\/11\/state-of-sales-fisher-paykel-rudi-khoury.jpeg","width":500,"height":281},{"@type":"WebSite","@id":"https:\/\/www.salesforce.com\/au\/blog\/#website","url":"https:\/\/www.salesforce.com\/au\/blog\/","name":"Salesforce","description":"Learn how to get ahead of trends and supercharge professional relationships","publisher":{"@id":"https:\/\/www.salesforce.com\/au\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.salesforce.com\/au\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-AU"},{"@type":"Organization","@id":"https:\/\/www.salesforce.com\/au\/blog\/#organization","name":"Salesforce","url":"https:\/\/www.salesforce.com\/au\/blog\/","logo":{"@type":"ImageObject","inLanguage":"en-AU","@id":"https:\/\/www.salesforce.com\/au\/blog\/#\/schema\/logo\/image\/","url":"","contentUrl":"","caption":"Salesforce"},"image":{"@id":"https:\/\/www.salesforce.com\/au\/blog\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/salesforce","https:\/\/x.com\/salesforce","https:\/\/instagram.com\/salesforce","http:\/\/www.linkedin.com\/company\/salesforce","http:\/\/www.youtube.com\/Salesforce"]},{"@type":"Person","@id":"https:\/\/www.salesforce.com\/au\/blog\/#\/schema\/person\/image\/9b7253fa15ceb87b1d9a3edf1342c076","name":"Rudi Khoury","image":{"@type":"ImageObject","inLanguage":"en-AU","@id":"https:\/\/secure.gravatar.com\/avatar\/?s=96&d=mm&r=g23494c9101089ad44ae88ce9d2f56aac","url":"https:\/\/secure.gravatar.com\/avatar\/?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/?s=96&d=mm&r=g","caption":"Rudi Khoury"},"description":"Rudi Khoury is EVP, Marketing and Customer Experience, Fisher & Paykel.","url":"https:\/\/www.salesforce.com\/au\/blog\/author\/rudikhoury\/"}]}},"jetpack_featured_media_url":"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2020\/11\/state-of-sales-fisher-paykel-rudi-khoury.jpeg","jetpack_sharing_enabled":true,"distributor_meta":false,"distributor_terms":false,"distributor_media":false,"distributor_original_site_name":"Salesforce","distributor_original_site_url":"https:\/\/www.salesforce.com\/au\/blog","push-errors":false,"primary_topic":{"term_id":2468,"name":"Sales","slug":"sales","term_group":0,"term_taxonomy_id":2468,"taxonomy":"sf_topic","description":"","parent":0,"count":201,"filter":"raw"},"featured_image_url":"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2020\/11\/state-of-sales-fisher-paykel-rudi-khoury.jpeg?w=500","_links":{"self":[{"href":"https:\/\/www.salesforce.com\/au\/blog\/wp-json\/wp\/v2\/posts\/49870","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.salesforce.com\/au\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.salesforce.com\/au\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/blog\/wp-json\/wp\/v2\/comments?post=49870"}],"version-history":[{"count":8,"href":"https:\/\/www.salesforce.com\/au\/blog\/wp-json\/wp\/v2\/posts\/49870\/revisions"}],"predecessor-version":[{"id":55800,"href":"https:\/\/www.salesforce.com\/au\/blog\/wp-json\/wp\/v2\/posts\/49870\/revisions\/55800"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/blog\/wp-json\/wp\/v2\/media\/52700"}],"wp:attachment":[{"href":"https:\/\/www.salesforce.com\/au\/blog\/wp-json\/wp\/v2\/media?parent=49870"}],"wp:term":[{"taxonomy":"sf_topic","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/blog\/wp-json\/wp\/v2\/sf_topic?post=49870"},{"taxonomy":"sf_content_type","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/blog\/wp-json\/wp\/v2\/sf_content_type?post=49870"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/blog\/wp-json\/wp\/v2\/coauthors?post=49870"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}