Dec 8, 2017
Ep #3: When clients are happy, they come to buy again or recommend you to others. And that’s your task to create such a great experience for them that they will remember you, your business and will become the evangelists of your service or product.
In this episode, Tim Reid shares how you can create a great customer experience.
He is an Australia's leading Marketing speaker who knows marketing inside and out and moves the audience into immediate action. And he also hosts Australia's #1 marketing show "Small Business Big Marketing.”
Time Stamped Show Notes:
[00:22] About the episode and who is Tim Reid
[01:46] Marina welcomes Tim
[04:06] Tim explains his lifelong love of marketing, how he previously worked in advertising but wanted to specialize in marketing more and help smaller businesses
[04:49] How can creative people become better at business?
[05:57] Look to businesses that you like and see what you can learn from them
[06:00] What makes the customer experience the best?
[08:12] Be sympathetic towards the customer and understand how your client feels about buying from you
[09:02] In which areas of the business structure can we improve our customer experience?
[09:37] Tim shows the ‘Moments of Truth’ customer experience exercise
[10:53] Make sure that every Moment of Truth is a good experience so that the customer comes back
[11:55] Tim gives an example that by using simple steps, the overall outcome leads to an extremely satisfying customer experience
[12:53] How to measure your customer experience
[14:24] Where is the border between helping for free and serving for money?
[14:41] Reflect on how it feels to give and be given things, and how that connects with those things coming back round in the future
[15:52] The first step to be helpful to your clients is to find out every question and problem they have
[16:55] How does being helpful make more money?
[17:32] How do you find the balance between serving and over giving?
[19:18] What mistakes do people make when working with clients?
[20:52] Two things you can put and do in your strategy to create a great customer experience
[21:44] What small third step you can do right now
[23:13] Where to find Tim
[23:36] For the show notes go to IntNetworkPlus.com and subscribe to the Marketing for Creatives show
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