{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"Everyone Hates Marketers | No-BS Marketing & Brand Strategy Podcast","title":"How to Earn Your Customers' Love and Attention","html":"","width":"100%","height":180,"duration":2714,"description":"Surprisingly, companies still need to be convinced to focus on their customers before making money.\nTreating 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.\nToday, 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.\nTopics covered:\nConvince companies to focus on customers - earn your right to grow by keeping more customers than you lose\nCustomer Map: Identify your new customers\nFigure out and understand why customers leave\nIdentify why a customer turned away - dig into data about orders and renewals\nBusiness tends to be about getting something from customers; grow by delivering value to them vs. getting something from them\nFramework for earning customers’ love and attention\nStep 1: Build customers’ assets (did you earn the right to grow - ask your customers?)\nStep 2: Recreate company’s work (what are a customer’s goals and journey?)\nHeart and Habit: What’s in your heart is your values and the habits you are being forced to use at work\nStep 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 goal\nCo-creation: Company and customers meet and work together\nTrain managers to not contradict customers or defend, deny, or explain away actions\nStep 4: Map current experience from customer’s view; start with customers’ emotions and needs\nStep 5: Redesign experience and ask customers to provide feedback\nConvince customers to spend time with a company; tell them the company’s leaders want to listen to them\nKeep up with technology, customer, and other changes; one thing that does not change - are you reliable?\nCustomers prefer companies that do not fear honest feedback from them\nJeanne watched how well her dad treated customers...","thumbnail_url":"https://img.transistorcdn.com/tErK_MMK-L6psKsv8Q2vwohzj73RLm3YvZmMK-IJ5Xk/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS9zaG93/LzM3NTE0LzE3MDg2/ODAyNDEtYXJ0d29y/ay5qcGc.webp","thumbnail_width":300,"thumbnail_height":300}