I've just launched a new YouTube channel!! The concept? I take real businesses struggling to stand the f*ck out, provide my positioning/branding/lead gen help, and record it all for YouTube. The first mini-series features three freelance marketers (copywriter Rob, ecommerce designer Laura, and non-fiction book coach Vicky).I hope you'll set aside half an hour to watch it through. Maybe with your morning coffee? Or lunch break? Or evening onion soup? And then, the usual "Subscribe, Like, Share" would go a long, long way too.https://www.youtube.com/channel/UCdNXaHHVnVntg5gpveB-5_Q***Surprisingly, companies still need to be convinced to focus on their customers before making money.Treating customers badly is no longer an option. In this episode, learn how to earn your customers’ love and admiration, as well as grow your business.Today, I’m talking to Jeanne Bliss, president of CustomerBliss. Jeanne describes how companies focus on sales goals, internal KPIs, and and other metrics, and tend to forget about their customers - who actually drive all of those metrics.Topics covered:Convince companies to focus on customers - earn your right to grow by keeping more customers than you loseCustomer Map: Identify your new customersFigure out and understand why customers leaveIdentify why a customer turned away - dig into data about orders and renewalsBusiness tends to be about getting something from customers; grow by delivering value to them vs. getting something from themFramework for earning customers’ love and attentionStep 1: Build customers’ assets (did you earn the right to grow - ask your customers?)Step 2: Recreate company’s work (what are a customer’s goals and journey?)Heart and Habit: What’s in your heart is your values and the habits you are being forced to use at workStep 3: Pick a couple things to focus on and build from the customer’s life and goal; redesign the customer’s experience to build on that goalCo-creation: Company and customers meet and work togetherTrain managers to not contradict customers or defend, deny, or explain away actionsStep 4: Map current experience from customer’s view; start with customers’ emotions and needsStep 5: Redesign experience and ask customers to provide feedbackConvince customers to spend time with a company; tell them the company’s leaders want to listen to themKeep up with technology, customer, and other changes; one thing that does not change - are you reliable?Customers prefer companies that do not fear honest feedback from themJeanne watched how well her dad treated customers as a shoe store owner; she was inspired by himMarketers have a bad reputation; it’s not marketers as people, but marketing as a way to get something from a customer vs. what you want to deliver and earnOne bad practice marketers do that should not be done is selling too soon; let customers absorb information about your product and brand before pushing them to buy somethingMarketers need to learn about the blending and engagement of marketing and customer experience so that they become united, not isolatedResources mentioned:Pre-Order Jeanne's New Book on Amazon!CustomerBlissJeanne Bliss on TwitterThe Chief Customer Officer Human Duct Tape ShowChief Customer Officer; Chief Customer Officer 2.0; I Love You More Than My Dog; Would You Do That to Your Mother?Customer Experience Professionals AssociationDavid Darmanin: Avoid Marketing Best Practices at All CostsIntercom CEO on [email protected]***→ Buy my book: book.stfo.io→ Watch my YouTube channel: https://www.youtube.com/channel/UCdNXaHHVnVntg5gpveB-5_Q→ Take my 60-second quiz: stfo.io/q→ See my pretty face on LinkedIn: https://www.linkedin.com/in/louisgrenier/→ Leave a review on Apple Podcasts: https://apple.co/3p4wL4r→ Leave a review on Spotify: https://open.spotify.com/show/7iEF1qovZZiaP1iRtxGARo🐔

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