Customer experience expert and best-selling author Shep Hyken joins host Jay Ehret to discuss building amazing customer experiences through what Hyken calls "The Cult of Amazement."
Topics Include:

The 5 Phases of the Customer
Customer Loyalty
Creating "Moments of Magic"
Being better-than-average
The advantage of small business access
Employee engagement

Guest: Shep Hyken, Customer Experience Expert
Complete show notes and links can be found at the official Power to the Small Business podcast website: Shep Hyken & The Cult of Customer Amazement

Episode 65: Amazing Customer Experiences - Building Customer Loyalty

Host Jay Ehret interviews experts in branding, content marketing, digital marketing, social media, email, SEO, mobile, advertising, PPC, website development, customer experience design and more to help you create marketing plans and generate marketing ideas for your small businesses and for medium-size businesses

Business

Investing

Careers

Management & Marketing

Business News

Shopping

Management

With only one chance to make a first impression, you're tempted to cram all of your product or services benefits into that small pitch. But instead of bragging, why not reel in your prospects with something unexpected, interesting, and creative?  A marketing message is that main line of communication with new customers, so capturing their attention through a message that reflects your personality, gives the customer value, and is unexpected may give customers that so called "love at first sight".

The Dean of Marketing Know-How shares his three "Hitches" to get people to pay attention to your marketing message.

Give people your personality + Add your brand’s promise +  be clever and say something that is unexpected

Chapter Five of The Marketing Plan Podcast will guide you through three principles to create the perfect brand message.

Also in this chapter two guests on how to be creative with your advertising. Luke Sullivan, author of Hey Whipple, Squeeze This, and Tom Altstiel, Author of Advertising Creative.

Chapter 5: The 3 Hitches Your Marketing Message Needs if You Want People to Pay Attention

One goal of your marketing plan is to get people to have conversations about you. How do you earn word-of-mouth in the Age of Social Sharing and Connectivity? Special guest Andrea Goulet Ford joins us to earn customer conversations through brand engagement.
In Chapter Four of the Marketing Plan Podcast, it’s time for us to  discuss earning the trust and recommendations of your customers. We  discuss how to engage your customers, to start the flow of word-of-mouth  conversation for your brand.

Chapter 4: Earning Word of Mouth Marketing through Brand Engagement

In Chapter 3 of The Marketing Plan Podcast we will consider the main character of the story the customer.  Looking  at most business models, we can see that the customer is a target.  Something to be captured. Customers are often considered transactions  to be acquired, trophies to be won. This is the essence of transaction  hunting, but I think that’s running the wrong way.
The goal is an emotional bond between your brand and the customer,  this transcends product and service. When you establish this bond, sales  happen. And while the key to sustainability and growth is sales,  creating a relationship does not come from sales tactics. I believe they  arrive through four, simple relationship principles.
Principle 1: Understanding
Principle 2: Empathize with Action
Principle 3: Give Unconditionally
Principle 4: Safety

Chapter 3: The Four Principles of Customer Relationships That Pay

Chapter 2: Four Questions to Create Your Brand Story
My new show, The Marketing Plan Podcast focuses on transforming your business into the brand you've always dreamed it could be. In Chapter 2 of The Marketing Plan Podcast, I will guide you through four, Level 1 Branding Questions. These will drill down and reveal the  essence of your brand to help you build your brand story. Below you will find a worksheet, listen to Chapter 2 for complete guidance through the questions, and examples of answers.

Chapter 2 of the Marketing Plan Podcast

It's Time for a Transformation Plan
This is my new show, The Marketing Plan Podcast. It focuses on transforming your business into the brand you've always dreamed it could be. Power to the Small Business is no longer being produced. This feed will continue until June 5, 2015, and then it will shut down.
If you like the new show, you can subscribe in iTunes or your feed reader at http://MarketingPlanPodcast.com/subscribe
But now, I'd like to treat you to the premiere episode of my brand new show: It's Time for a Transformation Plan. ...because it is time. If you find yourself in a continuous search for the answers to take your business to the so-called "next level" then I invite you to give Chapter 1 a try.
My special guest is Tim Berry, founder of Palo Alto Software and LivePlan.com. He's a pioneer in business planning software and online businss planning. Complete show notes are available at http://MarketingPlanPodcast.com/Chapter1
Included in the show notes is one free month of business planning at LivePlan.com
Thanks for listening!Jay EhretDean of Marketing Know-HowThe Marketing Spot

Episode 65: Amazing Customer Experiences - Building Customer Loyalty

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