Delivering Marketing Joy is an award-winning interview show that helps marketers level up. Each week, Kirby Hasseman interviews the best and brightest minds in marketing to help you level up. This time on Lessons from DMJ, Kirby talks with Jason Friedman on the importance of the customer experience and why boring is beautiful. Watch now!
In this episode of Delivering #Marketing Joy, Jason Friedman, the founder and CEO of CX Formula, delves into the critical importance of designing a customer experience journey. He underscores the necessity of building strong relationships with customers and creating a seamless, frictionless experience. The focus of the discussion revolves around the core concepts of customer loyalty, lifetime value, and the power of referrals. Friedman’s insights shed light on the profound impact a well-designed customer experience can have on customer satisfaction and overall business growth.
Throughout the discussion, Friedman also highlights the often overlooked value of repeat customers and the need to prioritize their satisfaction. He strongly advocates against “random acts of marketing,” suggesting instead a focus on sharing customer stories and experiences to attract the right audience. He introduces the innovative concept of a “kinetic pathway,” which involves reducing friction and increasing momentum in the customer journey. The conversation also touches upon the importance of effective onboarding, emphasizing relationship building over information overload. Lastly, Friedman offers valuable advice on creating an ideal customer script to guide businesses in delivering the desired results.
The Importance of Customer Experience Journey
Jason Friedman places a significant emphasis on the customer experience journey. He believes that businesses should be proactive in designing this journey to ensure a smooth and enjoyable experience for their customers. This involves understanding the customer’s needs, expectations, and preferences, and then tailoring the business’s services or products to meet these requirements.
Friedman argues that a well-designed customer experience journey can have a profound impact on customer satisfaction and business growth. It can lead to increased customer loyalty, higher lifetime value, and more referrals. This, in turn, can result in increased revenue and profitability for the business.
The Value of Repeat Customers
Friedman highlights the value of repeat customers, arguing that businesses often focus too much on acquiring new customers and neglect their existing ones. He suggests that businesses should prioritize the satisfaction of their repeat customers, as they are more likely to become advocates for the business and refer others to it.
Understanding and meeting the needs of repeat customers is crucial. These customers have already demonstrated their loyalty and commitment to the business, and it is important to reward this loyalty by providing them with excellent service and value. By doing so, businesses can encourage these customers to continue supporting them and to spread the word about their positive experiences.
Avoiding Random Acts of Marketing
Friedman advises against “random acts of marketing,” which he describes as marketing efforts that lack a clear strategy or purpose. Instead, he suggests that businesses should focus on sharing customer stories and experiences. These stories can serve as powerful testimonials, demonstrating the value of the business’s products or services and attracting the right audience.
By sharing relevant and relatable stories, businesses can create a strong connection with their audience. This connection can lead to increased trust and loyalty, which can ultimately result in higher sales and profitability.
The Concept of Kinetic Pathway
Friedman introduces the concept of a “kinetic pathway,” which he describes as a customer journey that is designed to reduce friction and increase momentum. This involves removing any obstacles or barriers that may hinder the customer’s journey, and creating a fluid, seamless experience.
The kinetic pathway is different from a traditional customer journey in that it focuses on creating a sense of momentum and forward movement. By reducing friction and obstacles, businesses can make it easier for customers to move through the buying process, leading to higher conversion rates and increased customer satisfaction.
Effective Onboarding
Friedman emphasizes the importance of effective onboarding, arguing that it should focus on relationship-building rather than overwhelming customers with information. He suggests that businesses should help customers understand the relationship they are entering into, and acclimate them to the business’s products or services.
Overloading customers with information during the onboarding process can be counterproductive. Instead, businesses should focus on building a strong relationship with the customer, providing them with the support and guidance they need to get the most out of the business’s products or services.
Creating an Ideal Customer Script
Friedman advises businesses to create an ideal customer script, which can serve as a roadmap for delivering the desired results. This involves pretending to be the customer and writing a script of their experience, and then using this script to guide the business’s efforts.
The ideal customer script can help businesses understand the customer’s perspective and anticipate their needs and expectations. By incorporating elements of the script into the customer experience journey, businesses can ensure that they are delivering a consistent, high-quality experience that meets the customer’s needs and exceeds their expectations.
Conclusion
In conclusion, Jason Friedman offers a wealth of insights and advice on improving the customer experience. He emphasizes the importance of designing a customer experience journey, prioritizing the satisfaction of repeat customers, avoiding random acts of marketing, and creating a kinetic pathway. He also highlights the importance of effective onboarding and the creation of an ideal customer script. To assist businesses in implementing these strategies, Friedman offers a free tool to help improve their customer experience.
In January, Kirby was asked to speak at PPAI Live about 4 Tips To Creating a Successful 2024. In this DMJ 1 on 1, we go LIVE to the PPAI Expo from the show floor. Watch now!
As we approach the new year, it’s time to start thinking about how we can make 2024 the most successful year yet. In this blog, we’ll be discussing four key tips that can help you achieve just that. These tips are not just about setting goals, but also about maintaining a positive mindset, continuously learning and growing, and prioritizing deep work. So, let’s dive right in and start planning for a successful 2024.
Be Intentional and Set Goals
The first tip for creating a successful 2024 is to be intentional and set goals. Setting goals is a crucial step toward success. It gives you a clear direction and helps you stay focused on your path. But remember, these goals should be deeply personal. They should resonate with your values and aspirations.
Consider setting goals in five key areas of your life: Finance, Fitness, Family, Faith, and Fun. By setting goals in these areas, you ensure a balanced approach to your life. You might also want to consider setting shorter time frame goals, such as 12-week year goals. This can help you stay motivated and see progress more quickly.
Be Positive and Practice Gratitude
The second tip for a successful 2024 is to maintain a positive attitude and practice gratitude. Positivity can significantly improve your performance, especially in stressful situations. It helps you stay calm, focused, and resilient. But how can you boost your positivity? One effective way is through gratitude exercises.
Gratitude exercises can help shift your mindset to a more positive state. They can help you focus on the good in your life, leading to more things to be grateful for. So, start your day by listing three things you’re grateful for, and see the difference it makes in your life.
Continuously Learn, Grow, and Change
The third tip for a successful 2024 is to continuously learn, grow, and change. Personal growth is a lifelong journey, and investing in your personal development can lead to significant improvements in your life. One way to do this is by reading books and investing in education.
Look for opportunities to learn and grow, such as online courses and certifications. Avoid living the same experiences over and over again. Instead, seek new experiences, learn new skills, and embrace change. This will not only make your life more interesting but also help you grow as a person.
Prioritize Deep Work and Avoid Multitasking
The fourth and final tip for a successful 2024 is to prioritize deep work and avoid multitasking. Despite popular belief, multitasking is a myth. It can hinder deep work and lead to decreased productivity and focus. Instead, focus on one task at a time for better results.
Batching activities can also improve your productivity and effectiveness. This involves grouping similar tasks together and doing them in one go. This can help you stay focused and reduce the time wasted on switching between tasks.
Conclusion
In conclusion, creating a successful 2024 involves being intentional and setting goals, maintaining a positive mindset and practicing gratitude, continuously learning and growing, and prioritizing deep work. By following these four tips, you can make 2024 your most successful year yet. So, start planning now and make the most of the coming year.
Delivering Marketing Joy is an award-winning interview show that helps marketers level up. Each week, Kirby Hasseman interviews the best and brightest minds in marketing to help you level up. This time on Lessons from DMJ, Kirby talks with Peter Guirguis about why we only have 5 seconds before our customer leaves our website. Watch now!
In episode 484 of Delivering Marketing Joy, seasoned digital expert Peter Guirguis takes us through his journey of building exceptional websites and launching Swift press support. His story is one of perseverance, innovation, and adaptability, offering valuable lessons for anyone looking to make their mark in the digital world. From initial struggles to the thrill of success, Peter’s journey is a testament to the power of resilience and the importance of staying ahead of the curve in an ever-evolving digital landscape.
Peter also shares his insights on the influence of Artificial Intelligence (AI) on web and landing page design, the key elements for high-conversion landing pages, and his predictions on the future of the digital landscape. He emphasizes the need for flexibility, a growth mindset, and seizing new opportunities in the face of emerging technologies. So, let’s dive into the world of digital marketing with Peter Guirguis.
Struggling to Make Money Online
Like many entrepreneurs, Peter’s journey wasn’t always smooth sailing. He initially struggled to make money online, trying various ideas but failing to generate significant income. His motivation was to provide enough income for his wife to stay at home, a noble cause that fueled his determination.
He experimented with creating mini-courses on time management and productivity, among other things. However, after making only one sale, he realized the need to change his approach. This period of struggle was a turning point for Peter, pushing him to rethink his strategies and explore new avenues.
Starting a Business with White Labeling
It was during this time of self-reflection that Peter stumbled upon an opportunity to do a white-labeling website design for a marketing agency. This was a pivotal moment in his career, as it not only helped him discover his passion for website design but also laid the foundation for his business.
Building his business through referrals, Peter spent nine years in the industry, honing his skills and expanding his network. Looking back, he reflects on the journey of starting his business, the challenges he overcame, and the satisfaction of seeing his hard work pay off.
The Influence of AI on Web and Landing Page Design
As a digital expert, Peter recognizes the role of AI in web and landing page design. He discusses the significance of prompt engineering in utilizing AI effectively for content creation. According to him, prompt engineering is crucial in getting the best output from AI.
He also explores tools like chat GPT and framer that use AI to enhance user experience and create website designs. These tools, he believes, are revolutionizing the way we approach website design, making it more interactive and user-friendly.
Essential Elements for High-Conversion Landing Pages
Designing landing pages that drive high conversion rates is an art, and Peter shares his secrets to mastering this art. He emphasizes the importance of the hero element above the fold, particularly the headline. A clear and compelling headline that communicates the benefit of the product or service can make all the difference.
He also highlights the problem-solving aspect of a product or service, advising marketers to understand their ideal clients and create content that resonates with them. By focusing on the problem-solving aspect, you can create a connection with your audience and increase your chances of conversion.
The Future of the Digital Landscape
Looking ahead, Peter shares his insights on the evolving digital landscape. He predicts potential job losses due to AI advancements, a reality that many industries are already grappling with. However, he also sees this as an opportunity for individuals to adapt and evolve.
He emphasizes the importance of flexibility and a growth mindset in adapting to changing technologies. By seizing new opportunities and avoiding a fixed mindset, individuals can stay ahead of the curve and thrive in the digital landscape. As Peter puts it, “The future belongs to those who are willing to learn, adapt, and grow.”
Conclusion
From struggling to make money online to launching his own successful business, Peter’s journey is a testament to the power of perseverance and adaptability. His insights on the influence of AI, the art of designing high-conversion landing pages, and the future of the digital landscape offer valuable lessons for anyone looking to make their mark in the digital world.
Peter invites viewers to visit his website, SwiftPressSupport.com to learn more about his services and his journey. As he continues to innovate and adapt in the ever-evolving digital landscape, Peter’s story serves as an inspiration for all aspiring digital entrepreneurs.
Delivering Marketing Joy is an award-winning interview show that helps marketers level up. Each week, Kirby Hasseman interviews the best and brightest minds in marketing to help you level up. This time on Lessons from DMJ, Kirby talks with Liane Davey about why conflict can be healthy at work. Watch now!
In this insightful discussion, Liane Davey, renowned author of “The Good Fight,” sheds light on the often misunderstood concept of conflict in the workplace. She argues that not only is conflict inevitable in any organization, but it can also be a healthy and productive force if managed correctly. Davey’s perspective challenges the conventional wisdom that conflict is inherently destructive and should be avoided at all costs. Instead, she presents a compelling case for embracing conflict as a catalyst for innovation, risk mitigation, and robust discussions about trade-offs.
Throughout the video, Davey provides practical advice on how to navigate conflict effectively, emphasizing the importance of feedback, the use of different managerial tools, and the art of handling difficult conversations. She also underscores the importance of reflection and follow-up after these conversations. This article delves into these key points, providing a comprehensive summary of Davey’s enlightening discussion.
Defining Conflict
At the heart of Davey’s discussion is a nuanced definition of conflict. She describes conflict as the struggle between incompatible needs and wishes, a natural occurrence in any environment where diverse individuals work together. Importantly, she clarifies that conflict does not necessarily involve negative behavior or bullying. Instead, it can lead to productive discussions about trade-offs, fostering a culture of open communication and mutual respect.
Moreover, Davey posits that conflict can be a potent source of innovation and risk mitigation. When employees feel comfortable expressing differing opinions and challenging the status quo, it can spark creative solutions and preempt potential problems. This perspective reframes conflict as a valuable resource for organizations, rather than a problem to be eradicated.
Giving Feedback
Another key theme in Davey’s discussion is the role of feedback in managing conflict. She defines feedback as providing novel information about the impact of behavior on others. This is crucial because most people lack self-awareness and may not realize how their actions affect their colleagues. By focusing on the impact of behavior, rather than passing judgment, feedback can be a powerful tool for personal growth and improved interpersonal dynamics.
According to Davey, feedback can be positive or negative, but it should always provide insight and value. It’s not about criticizing or praising for the sake of it, but about helping individuals understand the consequences of their actions and how they can improve. This approach to feedback fosters a culture of continuous learning and mutual respect, where employees feel valued and empowered to grow.
Different Managerial Tools
Davey also explores the use of different managerial tools in dealing with conflict and providing feedback. She emphasizes that feedback is subjective and suits situations with different choices. However, other tools like instruction, coaching, advice, and evaluation can also be effective, depending on the situation.
Instruction provides specific guidance on tasks or processes, while coaching helps individuals think differently and find new ways to achieve their goals. Advice draws from personal experiences to help others avoid mistakes, and evaluation assesses contributions relative to standards or objectives. By using these tools judiciously, managers can effectively navigate conflict and foster a positive work environment.
After Difficult Conversations
Finally, Davey discusses the importance of what happens after difficult conversations. She advises ending the conversation with a resolution or a thank you to tie a bow around it. This provides closure and reaffirms the value of the conversation, even if it was challenging.
She also emphasizes the importance of following up with any commitments made during the conversation. This demonstrates integrity and accountability, reinforcing trust within the team. Lastly, Davey encourages reflection on the conversation’s impact and expressing gratitude for the relationship. This helps to maintain a positive relationship, even in the face of conflict.
Conclusion
In conclusion, Liane Davey’s discussion provides a fresh perspective on conflict at work, arguing that it can be healthy and lead to productive outcomes. By giving effective feedback, using different managerial tools, and handling difficult conversations effectively, organizations can foster a positive work environment where conflict is seen not as a threat, but as an opportunity for growth and innovation.
Customer appreciation events are more than just a nice gesture; they are a strategic tool for businesses to deepen relationships, foster loyalty, and create new opportunities. This article, based on a comprehensive video guide, provides you with a step-by-step process to create a memorable customer appreciation event. We’ll delve into the reasons why these events are crucial, and provide you with a practical roadmap to create your own.
With a staggering 69% of customers leaving businesses due to perceived indifference, it’s clear that showing appreciation is not just a nice-to-have, but a must-have strategy. So, let’s dive into how you can create an event that not only shows your gratitude but also contributes to your business growth.
Why Create a Customer Appreciation Event
Creating a customer appreciation event is not just about saying ‘thank you’. It’s a strategic move that can significantly impact your business. The video guide highlights three main reasons why these events are important.
Firstly, a large number of customers, around 69%, leave a business due to perceived indifference. This means that customers want to feel valued and appreciated. By hosting an event dedicated to them, you’re showing that you care about their business and their loyalty. Secondly, customer appreciation events are a great way to deepen relationships. They provide an opportunity for face-to-face interaction, which can lead to stronger connections and increased loyalty. Lastly, these events can create business opportunities. They can be a platform for introducing new products or services, or for networking and forming partnerships.
Steps to Creating a Customer Appreciation Event
Creating a successful customer appreciation event requires careful planning and execution. The video guide provides a process to help you create an event that your customers will remember.
The first step is to find a suitable venue. The venue should be easily accessible and comfortable for your guests. Next, create a theme for your event. A theme can make your event more engaging and memorable. Then, identify potential partners or vendors who can contribute to your event. This could be in the form of sponsorships, collaborations, or providing services. The fourth step is to address all the senses. This means considering the ambiance, music, food, and visual elements of your event.
Once you have these elements in place, start promoting your event and get an RSVP list. This will help you manage your event better and ensure that you have a good turnout. At the event, give out merchandise that ties to the theme. This not only enhances the theme but also serves as a reminder of the event. Most importantly, make the event fun. A fun event is a memorable event. After the event, follow up with attendees. This could be a thank you note or a survey to get feedback. Lastly, track the success of the event and gather feedback. This will help you improve future events.
Conclusion
Creating a customer appreciation event is a strategic move that can significantly impact your business. It’s a way to show your customers that you value them, deepen relationships, and create business opportunities. However, the success of the event depends on careful planning and execution.
Remember to track the success of the event and gather feedback. This will help you understand what worked and what didn’t, and how you can improve future events. With careful planning and execution, a customer appreciation event can be a powerful tool for your business.
