In this recent Keynote I outline how Marketing is changing and people are now buying Experiences Vs Products. Emotion is the new Power in Converting Customers into Tribal Fans who boost your bottom line.
How Many of You want the Following in Your Business? 1)How to Create Loyal Customers for Life 2)Attract New Customers at Lower Cost than current Marketing 3)Reduce Costs / Waste & Inefficiency 4)Increase Profits by Getting Customers to Buy MORE, More Often?
Customers are less impressed with Average - products, service etc People WANT Change - weather you do or not!! Interruption Marketing = Big Spending to get Attention the new Commodity
Customer Satisfaction is DEAD - Customer Loyalty is EVERYTHING Q - How Many of your Currently Survey Your Customers? Q2 - In the First 90 Days?
Q - What do You Currently do to “WOW” Customers?
Stories - Training of Porsche Sales People to WOW Customer Body Shop Receptionist - Hired from a 5 Star Hotel!
In Store to Play with Lego - Lets Parents see how much their children Love it!
Tell Story of How iTunes took the Market from CD’s in less than 3 years! “ The Best time to Change your Business Model is While You Still have Momentum!” Q - What Change Have you been Putting Off in your Business? - Talk on Tables
WOW Story of Natham on Sunday
Question - Is it Replaceable across the restaurant?
If Needed use Exercise - “Which Tribes are You Already a part of?”
Stand for Something! - be more Concerned with Your Tribe than the Money!!! 3 KEY Things they Invested in on way to $1 Billion in Sales 1) The Customer Experience / Service - Free Shipping Etc 2) Culture - Creation of the Culture Book 3) Team Training - Phone call Pizza Story
In 1 of 4 Kinds: 1) Leader to Tribe 2) Tribe to Leader 3) Tribe Member to Other 4) With outsiders
3 Stages - Decide / Discover / Deliver - Lead, Organise, Connect Consistent - Have Tribe members Recruit New Members Captivating Memorable
Make it easy for People to Find and Connect with You!
Knows Who their Tribe - Extra People on the Phone Frequent Communications / e-mail / Letter / Shop Result = Sales Up 20% in first 6 Months of 2011!
Tell Story About Burger King @ Luton Airport before Spain Holiday ONLY emotions to have been PROVEN to Reduce Customer Loyalty & Sales