Our latest episode of Lessons from DMJ features an insightful interview with Mark Graham, the co-founder and chief brand officer at commonsku. Mark’s entrepreneurial journey is a testament to the power of customer care and team collaboration in building a successful business. From the humble beginnings of a startup to a stable business in the promotional products industry, commonsku’s growth story is nothing short of inspirational. In this article, we delve into Mark’s reflections on his journey, his emphasis on customer and colleague care, his advice on creating memorable events, and his thoughts on team growth and inspiration.
Mark’s entrepreneurial wisdom is a beacon for anyone navigating the tumultuous waters of business. His insights on the importance of not trying to control everything and finding a balance between focusing on details and letting go of unnecessary stress are particularly enlightening. As we explore Mark’s journey and wisdom, we hope to inspire you to take a customer-centric approach in your business, create memorable experiences, and build a team that’s rooted in respect and trust.
Reflection on the Growth of commonsku
Mark’s reflections on the growth of commonsku are a testament to the power of perseverance and adaptability. He recalls the journey from a startup to a stable business in the promotional products industry with a sense of pride and gratitude. The journey, as he puts it, was not without its challenges. One of the key lessons he learned was the importance of not trying to control everything as an entrepreneur.
Mark emphasizes that finding a balance between focusing on details and letting go of unnecessary stress is crucial for entrepreneurial success. It’s about understanding that perfection is not always attainable and that sometimes, good enough is indeed good enough. This balance, he believes, is what has allowed common skew to grow and thrive in a competitive industry.
The Importance of Taking Care of Customers and Colleagues
Mark’s philosophy on building a successful business is centered around taking care of customers and colleagues. He believes that the success of a business is directly tied to the happiness of its customers and employees. This means going above and beyond to ensure that customers are satisfied and that employees feel valued and respected.
He emphasizes the importance of creating a great business by taking care of customers and colleagues. This involves not only providing excellent products and services but also creating a work environment where employees feel valued and appreciated. According to Mark, a happy team leads to happy customers, and happy customers lead to a successful business.
Advice on Creating Great Events
Mark is not only a successful entrepreneur but also a seasoned event planner. He shares his advice on creating great events, emphasizing the importance of being a great host, focusing on guest experiences, and connecting attendees. According to him, a successful event is one where guests feel welcomed, engaged, and connected.
Being a great host, he says, involves anticipating guests’ needs and going above and beyond to meet them. Focusing on guest experiences means creating memorable moments that guests will remember long after the event is over. And connecting attendees involves facilitating meaningful interactions between guests, which can lead to lasting relationships and collaborations.
Growth of the Team at commonsku
Mark discusses the growth of his team at commonsku and the challenges that come with transitioning from a small team to a larger organization. He emphasizes the importance of respecting and trusting team members and giving them guidance without micromanaging. According to him, a successful team is one where members feel trusted and empowered to do their best work.
He believes that as a leader, it’s important to provide guidance and support without stifling creativity and initiative. This involves trusting team members to make decisions and take ownership of their work. It’s this trust and respect, he says, that has allowed the team at commonsku to grow and thrive.
Inspiring People
Mark draws inspiration from several people in his life. His business partner and wife, his parents, Denise Taschereau from Fairware, and Rena Nelson from Brandid are just a few of the people who inspire him. He credits these individuals for their resilience, creativity, and dedication, and for inspiring him to be a better leader and entrepreneur.
He encourages others to find their own sources of inspiration, whether it’s from family, friends, or industry leaders. According to him, inspiration can come from anywhere, and it’s important to stay open and receptive to it.
Conclusion
Mark’s journey and insights offer valuable lessons for entrepreneurs and business leaders. His emphasis on customer care, team collaboration, and balance is particularly enlightening. He encourages people to connect with him and commonsku on social media platforms and LinkedIn to continue the conversation and learn more about his journey and insights.
As we conclude, we hope that Mark’s wisdom inspires you to take a customer-centric approach in your business, create memorable experiences, and build a team that’s rooted in respect and trust. Remember, success in business is not just about making profits, but also about making a positive impact on customers and employees.
It’s time for the latest DMJ 1 on 1. This time we take on a big topic. How do we improve employee retention? We all need great teams to do great work. So here are 10 ways to improve employee retention.
New Employee Onboarding
When you welcome a new member to your team, make sure you REALLY welcome them. That first bit at a new place can feel a lot like going to a new school when we were young. We don’t know anyone. Everyone else already knows everyone. They know the culture, the language, the business…and there are already cliques of people that hang out.
As an employer, you can help with this in several ways. First, assign the new hire a buddy. This can be the person that makes sure they know the way around before they know the way around.
In addition, new employee merch can be really powerful. Having merch allows them to look the part even before they feel like it. When done right, new employee merch can help them look good AND be able to do their job better. This is a great way to make them feel a part of the culture.
Quarterly Appreciation Gifts
Businesses know they need to show appreciation to their best customers. Well…the good businesses know it! As a matter of fact, statistics will tell you that 69% of customers who leave you do so because of perceived indifference. Crazy right?
Well, your employees are no different. They want to feel appreciated and recognized. And while there are tons of ways to do this, the best organizations “put it on the calendar” to ensure this appreciation gets done.
One way to do that is to set up a Quarterly Appreciation program for your team. Just set the yearly budget per person. Then divide that number by 4 and you have the budget per item. When you think about the cost of onboarding, recruiting, and training new team members, this can really be a practical and effective investment.
End of Year/Holiday Gifts
The final quarter of the fiscal year often coincides with the end of the calendar year. If you want to go “above and beyond,” this is the time to do it. Make sure your team understands how much you appreciate their hard work.
Oh…and now is not the time to go with Gift Cards. Many executives want to take the easy way out and give gift cards. There are several problems with this. First, there is no staying power. So often, this gift card or certificate never gets used or it certainly gets forgotten. Second, you lose a chance to build culture. When you give a cool gift, the team all use something that shows they are a part of the same tribe. Third, they have to claim it! Now it’s not a gift, it’s an obligation.
There is nothing wrong with cash or gift cards if they are a part of the overall gift, but spend the extra time to pick something your team will actually enjoy and use long term.
Purpose/Give Back/Mission
There is power in a united goal. This can be powerful in creating a bond and a culture. What problem does your organization solve that people can get behind? What non-profit do you believe in or support? Make sure you tell that story before people join the team (to recruit the right people) but continue to tell that story as you move forward.
And yes…you need to tell this story over and over and over…
Pay Structure Evaluation
While pay should not be the only thing that keeps people working with your team, it has to be in the ballpark. We all know this as employees. If we can’t pay our bills, we will not (and will not be able to) do our best work.
Training and Growth
The best employees want to work in a place where they feel like they can be the best version of themselves. One of the ways they can express that is through training and growth. What programs does your organization have to help them be the best they can be?
Remember, if you are afraid to train your employees because they might grow and leave…be very afraid that they are stagnant and want to stay! Don’t know how to create a program? Check out this organization. Crosworks can help you tailor a program just for you.
Health & Wellness Program
Health and Wellness programs not only create healthier employees (as if that is not enough reason), but they also create more productive and profitable organizations.
Harvard researchers found that for every dollar spent on employee wellness, medical costs fell by $3.27 and absenteeism dropped by $2.73, resulting in a 6-to-1 return on investment.
The Rand Wellness Programs Study showed that the disease management component of a wellness program was responsible for 86% of the hard healthcare cost savings, generating $136 in savings per member, per month, and a 30% reduction in hospital admissions.
Create a wellness program that every employee is excited to participate in. That’s a big ask. But if you can do it, it will create a healthier workforce and culture. Yes…we can help with our Total Wellness program. Learn more here.
Employee Merch/Build The Brand
You can always tell an organization where people want to work if they WANT to wear the company gear. Think about it. If you are not forced to wear the company logo, but you do it anyway, you are proud to rep the brand. That’s huge. Not only does it help build the culture, but the branding can help build the company.
Create opportunities for your team to get branded merch. Whether they win it, they buy it, or (best of all) you provide it regularly, having your team wearing your brand is powerful.
Oh…and don’t go cheap. Make this the best merch so they are excited to put it on again and again!
Mental Health Tools
Have you ever worked with someone going through a divorce? If so, you know that they were not able to give their best. It’s just so much to go through. For years, employers acted like there was a separation between our personal and professional lives. And in some ways, there should be. But we know that we have to bring ourselves to work each day.
The best organizations give tools to deal with tough things in life. And when people feel better they do better work. It just makes sense. But many organizations miss it.
What do your mental health offerings look like?
Service Award Programs
Finally, we have talked about appreciation…and this is a big one. What about the people who have worked for you for a long time? Obviously they help create the culture and keep the trains running on time. So celebrate that!
Make sure you celebrate the milestones.
This not only shows them you appreciate them. But it shows the rest of the team that it’s important too.
Oh…and in today’s world it makes sense to start earlier than ever. Don’t wait until they have been at your place for 5 years…or even 1. When people make it to 6 months (or even 3 months) make it a big deal! You want to keep them right?
So there you have it. These are 10 ways to improve employee retention. Use these as a checklist to help dial in your company culture. Want more information? Check out our TARGET HR Playbook here for free!
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. This time Kirby talks about mastering the 3 R’s of business…and how branded merch can help. Watch now!
How To Master The 3 R’s Of Business with Branded Merch
Mastering the three R’s of business – retention, repeat business, and referrals – is a crucial aspect of any successful enterprise. In this article, we delve into the importance of these three R’s and how branded merchandise can be leveraged to optimize these business aspects. We’ll explore how showing appreciation to your customers can significantly improve retention, how branded merchandise can boost repeat business, and how it can also incentivize referrals, thereby contributing to business growth.
Branded merchandise is not just a marketing tool; it’s a tangible representation of your brand that customers can appreciate and remember. It’s a way to make your business more top-of-mind for your customers, increasing the likelihood of repeat business and referrals. So, let’s dive into the details and learn how to master the three R’s of business with branded merch.
Retention
Customer retention is a vital aspect of any successful business. It’s often said that it’s cheaper to keep an existing customer than to acquire a new one. However, many businesses lose customers due to perceived indifference. This is where showing appreciation to your customers comes into play.
One effective way to show appreciation is through the use of branded merchandise. It’s a tangible way to express gratitude, making your customers feel valued and appreciated. Consider creating a quarterly appreciation program for your top customers, where you can distribute branded merchandise as tokens of your appreciation. This not only improves customer retention but also strengthens your brand’s relationship with its customers.
Repeat Business
Repeat business is the lifeblood of any successful enterprise. It’s a testament to your brand’s quality and reliability. Branded merchandise can play a significant role in increasing the frequency and size of customer orders. A study showed that customers who received branded merchandise ordered 18% faster and 18% more, highlighting the impact of branded merchandise on repeat business.
Offering customers something of value, like branded merchandise, helps them remember your brand when making a purchase. It’s also important to consider where your ideal customer is when they realize they need your brand’s service. By strategically placing your branded merchandise, you can ensure that your brand is top-of-mind when your customer needs your service.
Referrals
Referrals are a powerful tool for business growth. A happy customer is the best brand ambassador, and with the right incentives, they can refer others to your business. Branded merchandise can be an effective incentive for customers to refer others.
Consider creating a referral program where customers are rewarded with branded merchandise for successful referrals. The key here is to utilize quality branded merchandise that represents your brand well. This not only incentivizes referrals but also ensures that your brand is represented positively in the eyes of potential customers.
Conclusion
In conclusion, branded merchandise is more than just a marketing piece; it’s a tool that can significantly improve customer retention, boost repeat business, and incentivize referrals. By strategically utilizing branded merchandise, businesses can ensure that they are always top-of-mind for their customers, leading to increased business growth and success.
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.
At Hasseman Marketing, we work with organizations from all over the map. We have clients in manufacturing, financial services, education, healthcare, retail…and more. But what do all of them have in common? They all need an incredible workforce to deliver their products and services. Without exception, each of these companies needs a great team in order to do their best work.
So how do you attract and retain the best talent for your team, if everyone is trying to do the same thing? It’s the million-dollar question (or for some organizations, the billion-dollar question). And while there are MANY different strategies and tactics to make sure your people want to stick around, one is universal.
Care more.
Employees tend to stay where they are fairly compensated…and they feel appreciated. That appreciation can be shown in many ways. But one way that we have seen organizations showcase their “give a damn” is through Health and Wellness programs. The best Health and Wellness programs not only help employees be healthier but also show that the employer wants them to. As Maya Angelou said, “People will not care how much you know until they know how much you care.”
Why Do You Need A Health and Wellness Program?
While this all may feel warm and fuzzy, a great health and wellness program affects the bottom line too. Many organizations negotiate their healthcare costs based on the health of their employees. In other words, if you are team is healthier, it will save your company money on healthcare costs. But it goes further than that. In a study done on the ROI of employee wellness programs, Harvard researchers conclude that, on average, for every dollar spent on employee wellness, medical costs fall $3.27 and absenteeism drops $2.73. This is a 6-to-1 return on investment.
According to the Rand Wellness Programs Study, the disease management component of the studied wellness program was responsible for 86 percent of the hard health care cost savings, generating $136 in savings per member, per month, and a 30 percent reduction in hospital admissions.
So while you may explore a health and wellness plan because you want your employees to thrive, it can certainly help your bottom line as well.
5 Must-Haves For a Successful Health And Wellness Program
However, there is a challenge with organizations that want to implement a health and wellness program that will move the needle. Where do you start? What do you need to do to make it happen? As with most things, if you just throw it together, it will feel that way. And you won’t get the results or impact you or your organization wants. So here are the 5 things we think your health and wellness program needs to be successful.
Enrollment Plan
For people to make real change they have to be enrolled in the journey. Enrollment is not forced. It’s voluntary. There is a difference between education and learning. Education is forced. Learning is voluntary. We learn faster and grow faster if we WANT to do it. We need to be enrolled in the journey. The goal is not just to get people signed up. You want to get them enrolled! We recommend the 3 E’s to get the program started. Excite, Engage, and Enroll.
Excitement is what you create when you promote the program. This is when you tell the team about the program. You explain the potential results. This is when you talk about the impact on the team and on them personally.
Engage is when you get them to sign up. You give them their first cool branded merch to help them identify as a part of the tribe.
Enrollment is the process of getting their buy-in. They may have signed up, but you need to continue to motivate and inspire them to get started on the right foot!
Design Plan
While you can certainly use your company logo on the merch, we think it works best if you create something special. Make no mistake, your health and wellness design should match your branding guidelines to maintain continuity. But we think having a special design will help to announce to the team who is taking part in the journey. This allows to members of the team to build camaraderie on the journey and to lift each other up. By making a special design for the program, you can make your team members feel special in the process.
Merch Plan
We say all of the time “Friends don’t let friends do bad merch!” And while you might expect to hear that from a company that sells branded merch, we believe it because it’s about affecting human behavior. If you and your organization do trashy branded merch in your health and wellness program it will not encourage people to sign up. And if you don’t get enrollment, you will not affect any change. This does NOT mean you need to break the bank. But you do need to focus on items that will fit the goals and encourage people to jump in. It takes a commitment and a plan.
Communication Plan
If you have ever started a new fitness program, you know that maintaining consistency and motivation is a huge factor in success. We believe that creating a communication (or inspiration) plan that reaches out to participants consistently can help to increase their chances of success. While you may be completely self-motivated, most of us are not. A coach or a voice of encouragement can really help to push people to do their best.
Exercise Plan
A great Health and Wellness plan is not only about exercise anymore. The best plans help your team to focus on mental wellness as well. This might come in the communication/inspiration plan above. But it should include a fitness plan as well. As studies will tell you, your overall fitness will help shape your mental wellness too. So make sure to consider ways to get your team active in a real and positive way!
As you can see, a productive health and wellness program can really have a positive impact on your organization. On the other hand, you can probably see how much there is to run one well. Want help? At Hasseman Marketing, we have a program called Total Wellness. If you want to schedule a call to see how we might help you, click here and we can set it up.
