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 Joey Coleman about how to never lose a customer again. Watch now!
In this insightful discussion, Kirby Hasseman interviews Joey Coleman, the renowned author of “Never Lose a Customer Again.” The conversation centers on the crucial aspect of customer retention, an area often overlooked by businesses. The focus of many companies is predominantly on acquiring new customers, with less attention given to maintaining existing ones. However, Coleman asserts that a shift in mindset is necessary to concentrate on what happens post-sale, which is equally, if not more, important.
Throughout the conversation, Coleman provides a wealth of knowledge and practical advice on how businesses can improve their customer retention strategies. He delves into the reasons why businesses focus more on acquisition, the importance of customer retention, philosophical and practical approaches to customer retention, the concept of secondary customers, and practical tips for improving customer retention. He also emphasizes the significance of naming processes and using language that resonates with customers. This article aims to encapsulate the main points of this enlightening discussion.
Why Businesses Focus on Acquisition
Joey Coleman begins by explaining the biological and operational reasons for businesses’ focus on acquiring new customers. Humans are biologically predisposed to seek new experiences and novelty, a trait that often translates into business operations. This predisposition is further reinforced by the operational structure of organizations, which are often led by CEOs with marketing or sales backgrounds. These leaders naturally lean towards strategies that involve acquiring new customers, as this is their area of expertise.
However, Coleman suggests that this focus on acquisition often comes at the expense of customer retention. While acquiring new customers is important for business growth, retaining existing customers is equally crucial for sustainability. He argues that businesses need to strike a balance between these two aspects to ensure long-term success.
The Importance of Customer Retention
Emphasizing the importance of customer retention, Coleman points out that between 20-70% of new customers stop doing business within the first 100 days. This startling statistic highlights the need for businesses to focus on delivering a remarkable customer experience at every step of the customer journey. By keeping customers, businesses can increase revenues, profits, and retention.
He also stresses the importance of critically analyzing each step in the customer journey. By understanding the customer’s experience at each stage, businesses can identify areas for improvement and take the necessary steps to enhance their service. This not only improves customer satisfaction but also increases the likelihood of customer retention.
Philosophical and Practical Approaches to Customer Retention
Delving into the philosophical and practical aspects of improving customer retention, Coleman discusses the need for businesses to be aware of what happens after the sale. This involves mapping the customer journey to identify areas for improvement and delivering a remarkable experience consistently. By paying attention to the post-sale experience, businesses can ensure that customers remain satisfied and continue to do business with them.
He also provides practical tips on how to improve customer retention. This includes systematizing follow-up and project success reviews, using language that resonates with customers, and delivering a remarkable experience at every stage of the customer journey. By implementing these strategies, businesses can significantly improve their customer retention rates.
The Concept of Secondary Customers
One of the unique concepts that Coleman introduces is the idea of secondary customers. These are the people affected by the decision or involved in the process, but not necessarily the decision makers. By serving these secondary customers, businesses can enhance their customer retention strategies.
Examples of secondary customers in the promotional product space include the recipients of the promotional products, the people involved in the purchasing process, and the people who interact with the promotional products. By serving these secondary customers, businesses can create a positive experience for all involved, leading to long-term retention.
Practical Tips for Improving Customer Retention
Throughout the discussion, Coleman provides a range of practical tips for improving customer retention. This includes mapping the customer journey to identify gaps and areas for improvement, systematizing follow-up and project success reviews, and using language that resonates with customers. By implementing these strategies, businesses can significantly improve their customer retention rates.
He also emphasizes the importance of using language that resonates with customers. This involves using terms and phrases that align with customer expectations and convey the value of the product or service. By using language that resonates with customers, businesses can enhance their customer experience and increase retention.
The Significance of Naming Processes
One of the key points that Coleman highlights is the importance of naming processes. He suggests that the language used to describe processes should align with customer expectations. For example, renaming follow-up to project success review can create a more positive perception of the process and demonstrate a commitment to constant improvement.
By naming processes in a way that resonates with customers, businesses can build trust and demonstrate their commitment to delivering a remarkable customer experience. This not only enhances the customer experience but also increases the likelihood of customer retention.
Conclusion
In conclusion, Joey Coleman encourages businesses to constantly strive for improvement and to serve their customers and employees in a remarkable way. He suggests that by focusing on customer retention and delivering a remarkable customer experience at every stage of the customer journey, businesses can achieve long-term success.
Each week on DMJ 1 on 1, Kirby Hasseman takes on a different topic to help provide value to those looking to grow a brand or organization. Unveiling our latest video, DMJ 1 on 1: The 5 Must-Haves For a Health & Wellness Program. Submerge yourself into the critical components required to craft a triumphant health and wellness program within your organization. Watch now…and dig in below.
The latest DMJ 1 on 1 brings to light five essential components for a health and wellness program to have a significant impact. Kirby shares this involvement in health and wellness programs through their work in communications and branded merch. They highlight the financial benefits of implementing a health and wellness program, such as lower medical costs and reduced absenteeism. This article will delve into these five must-haves and explain why they are critical for the success of any health and wellness program.
These five components are an enrollment plan, a design plan, a merch plan, a communication plan, and an exercise plan. Each of these plays a unique role in ensuring the effectiveness and success of a health and wellness program. They not only help in engaging the participants but also ensure that the program is aligned with the organization’s brand guidelines, thereby creating a unique identity for the program. Let’s explore each of these components in detail.
Enrollment Plan
The first must-have for a successful health and wellness program is an effective enrollment plan. This plan is crucial to ensure active participation and engagement in the program. It’s not enough to just have a program in place; it’s equally important to create excitement and engagement around it. This can be achieved through effective communication and marketing strategies.
One of the ways to generate interest and encourage sign-ups is by utilizing email scripts, videos, and CEO involvement. A multi-step enrollment process can also be implemented to increase engagement and commitment. This process can help in creating a sense of ownership among the participants, thereby increasing their commitment to the program.
Design Plan
Next up is the design plan. It’s recommended to have a design plan that aligns with the organization’s brand guidelines but is unique to the health and wellness program. This helps in creating a distinct identity for the program, which can encourage self-identification and accountability among participants.
It’s important to get buy-in from the marketing team to ensure the consistency and effectiveness of the design plan. A well-thought-out design plan can not only reflect the brand guidelines but also distinguish the health and wellness program from other initiatives of the organization.
Merch Plan
A merch plan is another essential component of a health and wellness program. It’s important to provide quality and appealing merchandise that aligns with the program’s goals and values. This can serve as a motivation for the participants and encourage them to actively participate in the program.
Consider having a strategic merch release plan to maintain participant engagement and motivation. Also, it’s advisable to pre-plan and order merchandise in advance to ensure timely delivery and avoid last-minute stress. This can help in keeping the participants excited and engaged throughout the program.
Communication Plan
A communication plan is crucial to regularly engage and inspire participants. This can include daily or weekly communication via email, text, or a company app. Consistent communication is key to motivate and educate participants about the program and its benefits.
Various communication channels can be utilized to reach participants effectively. It’s also important to incorporate mental health components into the communication plan to address holistic well-being. This can help in creating a comprehensive health and wellness program that caters to the physical as well as mental health of the participants.
Exercise Plan
Last but not least, an exercise plan is necessary for a successful health and wellness program. This plan should provide information and options for different types of exercise, including meditation and workouts at the workstation. Offering exercise resources and guidance can empower participants to take control of their fitness and mental health.
The exercise plan should include options for various exercise types, such as meditation, yoga, and workouts that can be done at the workstation. It’s important to ensure that the exercise plan is attainable and adaptable to accommodate participants’ different schedules and work environments. This can help in making the program more inclusive and effective.
Conclusion
The fact is, most health and wellness programs lack all five of these components. However, having them can significantly impact the program’s effectiveness. By incorporating these five must-haves, organizations can create a comprehensive and effective health and wellness program that not only benefits the participants but also contributes to the organization’s overall success.
Each week on DMJ 1 on 1, Kirby Hasseman takes on a different topic to help provide value to those looking to grow a brand or organization. Recently, he talked about 4 Things To Stop Doing On Social Media in 2024. That episode spurred a lot of engagement and questions from the audience…and today he gives in and answers some questions from the audience!
This time on DMJ 1 on 1, Kirby addresses a range of questions from the audience, all centered around the key theme of content marketing. The discussion covers a broad spectrum of topics, from leveraging customer questions for content creation to the delicate balance of sales and value on social media. Kirby also shares his views on LinkedIn sales services and provides guidance on choosing the right social media platform and posting frequency. Finally, the conversation concludes with a discussion on the long-term commitment required for successful content marketing.
Using Customer Questions for Content Creation
To start, Kirby encourages using customer questions as a resource for content creation. He suggests writing down the 10 questions you get all the time and starting by answering those questions. This strategy not only helps in creating relevant content but also ensures that the content addresses the needs and concerns of the audience.
Moreover, Kirby emphasizes the importance of keeping your eyes and ears open for feedback, pushback, or follow-up questions to create new content. He believes that listening to customer questions helps clarify and expand upon existing content, thereby making it more comprehensive and useful for the audience.
Balancing Sales and Value on Social Media
One concern is being “too salesy.” Kirby addresses concerns about being too salesy on social media and suggests a ratio of providing value to asking for a sale. He believes that constantly selling on social media can be a mistake; instead, the focus should be on providing value. He suggests a 3:1 or 4:1 ratio of providing value to asking for a sale. Building trust and giving more than asking is important in the “give first economy.” This approach not only helps in building a loyal customer base but also ensures that the customers see value in the content and are more likely to engage with it.
Negative Impact of LinkedIn Sales Services
But what about “done for you” sales packages on LinkedIn? Kirby expresses dislike for LinkedIn sales services and recommends personal research and connection building instead. He believes that LinkedIn sales services are overdone and ruin the platform. He suggests that building trust and relationships requires personal effort and research.
Moreover, content creators should share strategies and not worry about others copying their strategies. He believes that copying strategies and sharing content among content creators is beneficial and can lead to the creation of more diverse and engaging content.
Choosing the Right Social Media Platform and Posting Frequency
Kirby also discusses the importance of choosing the right platform and frequency of posting based on the target audience. He suggests identifying the social media platform where the target audience spends the most time. Starting with one platform can be less overwhelming for beginners.
Furthermore, he emphasizes that the posting frequency should be as often as possible while maintaining good quality content. He believes that creating high-quality content consistently can help build a loyal audience and enhance brand visibility.
Long-Term Commitment to Content Marketing
“It’s a long-term game.” Kirby emphasizes the long-term commitment required for content marketing and the importance of building brand awareness and trust. He suggests that content creators should commit to at least 12 to 18 months for content marketing strategy.
Content marketing is a long-term play for building brand awareness and trust. Content creators should focus on providing value and creating top-of-mind awareness. This approach not only helps in building a strong brand but also ensures that the audience sees value in the content and is more likely to engage with it.
Conclusion
What do you want to ask? Now is a great time to reach out with questions for future episodes. And if you are getting value, please feel free to subscribe and rate the podcast!
You know what time it is! It’s time for Thirsty Thursday! Thirsty Thursday is the award-winning piece of content from Hasseman Marketing where we take a mystery drink out of a piece of branded drinkware! Be careful…it’s not for everyone. This week we feature the 17 oz watercolor drip ceramic mug from Bel Promo. It’s a fun one. Get ready to giggle…and be jealous of this new piece of drinkware. Watch now!
Branded Drinkware from Bel Promo
Our drinkware for today’s episode is a 17 oz watercolor drip ceramic mug from Bel Promo. This mug is not just a vessel for your favorite beverage, but a piece of art in itself. The watercolor drip design gives it a unique and appealing look, making it a standout piece on any table or desk.
What’s great about this mug is its affordability coupled with its high perceived value. It’s a quality product that doesn’t break the bank, making it an excellent choice for businesses looking to impress their clients or employees. We’ve also noticed a fun trend of adding quirky imprints on these mugs, adding a touch of personality to the corporate branding. It’s a small detail that can make a big difference in how your brand is perceived. To learn more… head to our shop here.
Tasting the Mystery Drink
Now, let’s move on to the exciting part of the show – tasting the mystery drink. We’ve poured the drink into our Bel Promo mugs and are ready to take our first sip. The initial reaction is a mix of surprise and intrigue. The flavor is complex and hard to pin down, with a sweet and salty undertone that leaves us wanting more.
As we continue to sip, we start making guesses about the type of the drink. Is it a craft beer with a unique flavor profile? Or perhaps a flavored coffee with a twist? The suspense is part of the fun, and we’re all eager to find out what this mystery drink is.
Revealing the Mystery Drink
And now, the moment we’ve all been waiting for – the revelation of the mystery drink. It turns out to be a salted caramel coffee ale, a unique blend that combines the best of both worlds. The initial sweetness of the caramel is balanced by the bitterness of the coffee, with a hint of saltiness that adds an extra layer of complexity.
Our final thoughts on the drink are mixed. Some of us love the unique flavor combination, while others find it a bit too adventurous. But regardless of our opinions on the drink, we all agree on one thing – the quality of the Bel Promo mug has significantly enhanced our tasting experience.
Conclusion
As we wrap up this episode of Thirsty Thursday, we can’t help but praise the quality of the Bel Promo mug once again. Its unique design, high perceived value, and affordability make it a great gift for customers or as a room gift. It’s a product that people will use daily, keeping your brand at the forefront of their minds.
Here’s a big thank you to our viewers for tuning in. We hope you enjoyed this episode of Thirsty Thursday as much as we did. Until next time, stay thirsty!
Each Thirsty Thursday, we feature a cool piece of branded drinkware. To learn more… head to our shop here.
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.
