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Pat Flynn on Going Back To The Future With Great Customer Service
As you know, the Frank Reactions podcast is focused on customer service and customer experience in the digital era.
But when I first asked Internet marketing super-star, Pat Flynn, to be a guest back when I was doing the Frank Online Marketing Show, the focus was the broader topic of online marketing.
Our schedules were such that we didn’t pull it off that year. When we chatted at this year’s New Media Expo (NMX ) and he again agreed to be interviewed I worried about whether his comments would still be relevant. Turns out, his talk this year was totally about customer service!
If you aren’t familiar with Pat, he’s got to be the most loved guy in Internet marketing. Check out his Smart Passive Income podcast and I bet you’ll become a fan too!
3 Key Customer Motivations
In today’s interview, Pat discusses three core elements of what motivates customers:
Get your FREE Transcript Now!
* People Want Convenience. In what he calls “the era of availability”, convenience meant some time saving thing was finally available for purchase. Things like pre-sliced bread, or vacuum cleaners. Then came the “instant era”, with things like Uber, Netflix and podcasts making it possible for us to get what we want when we want it. Next, says Pat, is the predictive era, where companies know and present you with what you need before you’ve even thought to ask them for it. Big data is starting to make this possible now.
* People Want To Be Heard. Not just that, but they want to know you’ve heard them and are acting on what they’ve said. The proactive era of being heard, says Pat, is reaching out to customers before they’ve asked for help. Staying in touch, in a friendly, helpful way. I argue that there’s a fine line here though: you don’t want to waste a customer’s time with a “what’s up?” call; make sure you are either providing value when you touch base and/or that you do it in a non-intrusive way, such as a tweet.
* People Want to be Loved. This is where the little, unexpected signs of affection help. Things like handwritten notes, public recognition, and what my mother used to call “unbirthday presents” enter in. Mark Holowaychuk, founder of Vitamart, had some great ideas on this when we chatted in Episode 20 of Frank Reactions (iTunes link).
In addition to today’s interview, you can watch Pat’s full NMX keynote presentation at https://youtu.be/9s43rVJn1SE.
Productivity: A Secret Weapon That Helps You And Your Customers
We also talked about productivity, and work-family balance.
I love that Pat so openly puts emphasis on the importance of spending lots of time with his family. One conclusion I reached when I wrote Canada’s Best Employers for Women: A Guide for Job Hunters, Employees & Employers,
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As you know, the Frank Reactions podcast is focused on customer service and customer experience in the digital era.
But when I first asked Internet marketing super-star, Pat Flynn, to be a guest back when I was doing the Frank Online Marketing Show, the focus was the broader topic of online marketing.
Our schedules were such that we didn’t pull it off that year. When we chatted at this year’s New Media Expo (NMX ) and he again agreed to be interviewed I worried about whether his comments would still be relevant. Turns out, his talk this year was totally about customer service!
If you aren’t familiar with Pat, he’s got to be the most loved guy in Internet marketing. Check out his Smart Passive Income podcast and I bet you’ll become a fan too!
3 Key Customer Motivations
In today’s interview, Pat discusses three core elements of what motivates customers:
Get your FREE Transcript Now!
* People Want Convenience. In what he calls “the era of availability”, convenience meant some time saving thing was finally available for purchase. Things like pre-sliced bread, or vacuum cleaners. Then came the “instant era”, with things like Uber, Netflix and podcasts making it possible for us to get what we want when we want it. Next, says Pat, is the predictive era, where companies know and present you with what you need before you’ve even thought to ask them for it. Big data is starting to make this possible now.
* People Want To Be Heard. Not just that, but they want to know you’ve heard them and are acting on what they’ve said. The proactive era of being heard, says Pat, is reaching out to customers before they’ve asked for help. Staying in touch, in a friendly, helpful way. I argue that there’s a fine line here though: you don’t want to waste a customer’s time with a “what’s up?” call; make sure you are either providing value when you touch base and/or that you do it in a non-intrusive way, such as a tweet.
* People Want to be Loved. This is where the little, unexpected signs of affection help. Things like handwritten notes, public recognition, and what my mother used to call “unbirthday presents” enter in. Mark Holowaychuk, founder of Vitamart, had some great ideas on this when we chatted in Episode 20 of Frank Reactions (iTunes link).
In addition to today’s interview, you can watch Pat’s full NMX keynote presentation at https://youtu.be/9s43rVJn1SE.
Productivity: A Secret Weapon That Helps You And Your Customers
We also talked about productivity, and work-family balance.
I love that Pat so openly puts emphasis on the importance of spending lots of time with his family. One conclusion I reached when I wrote Canada’s Best Employers for Women: A Guide for Job Hunters, Employees & Employers,