HOW TO ENERGIZE LOYAL CUSTOMERS

Every customer touchpoint matters

Every touchpoint powers measurable revenue gain or loss... pre-sales support, sales, website, content, self-help, customer service, customer success, etc. Design each interaction to solve for a narrow objective and string them together in a seamless end-to-end customer journey, and you'll dominate your market. 

Invest in a little unexpected customer delight

A seamless end-to-end customer journey filled with unexpected delight is the most potent marketing tool in your toolbox. Treat customers like rock stars, and you'll power customer loyalty, lifetime value, social posts, share of voice, endless referrals... I could go on, but you get the picture. 

Productive relationships are built through human-to-human interactions

I've driven more revenue growth, customer happiness, and positive word of mouth through 1:1 interactions with customers (support, services. success) than with flashy, multi-million-dollar marketing campaigns. 

Don't ever leave a bad taste in your customer's mouth

Customers will only remember the last interaction they had with your brand. Your marketing, advertising, product, support, services, content, social posts--everything needs to be awesome. 

Happy customers are your best marketing lever (and the least expensive)

The best marketing is an experience your customers brag about. 

Take care of your employees and they'll take care of your customers

Treat your employees like rock stars. It'll set the tone for how your employees treat your customers.