In this episode we explore the lower half of the Powerglass Pipeline which is the Customer Pyramid. 

Concept 1 - the two C phases that are addressed by the Powerglass Pipeline are:

Client - You onboard you customers and learn their business to consult on additional ways to Solve other problems until you have full wallet-share

Community - Provide continued value and programs to build loyalty. Create networking opportunities and promote evangelism as fans spread the word. 

The key attributes of the Customer Pyramid are:

•Your Customer relationship begins

•Long term revenue lives in the Pyramid

•You learn your customer’s business

•You become a Consultant to your Clients

•You will earn trust, loyalty, and referrals

•Promote client networking and community

•Create network effects clients to prospects

•Focus on Client satisfaction to become fans and refer on their own to others

Concept 2 - The Real World "Puny" Pipeline  - Very few business spend quality time on their Customer Pyramid as most companies spend 5x on customer acquisition in the Propect Funnel vs. retention in the Customer Pyramid.  The hunt is so much more fun than the dressing/cleaning. Furthermore, most business hierarchies place account management and customer service at the bottom of the rewards ladder – very seldom President’s Club for them!

Concept 3 - Three key insights that describe the importance of a great Customer Pyramid:

A 5% improvement in customer retention rates will yield a 25% to 100% increase in profits.

You have a 5 to 20 percent chance of selling to a prospect, but you have a 60 to 70 percent chance of selling to an existing customer.

The lifetime value of a loyal customer can be greater than 10x, 100x, or more their original purchase/ Investments in Customer Loyalty compound over time

Concept 4 - Key Customer Retention Questions: 

1.How big would your company be if you still did business with every customer you ever worked with in the past?

2.If you never lost a customer, how much money would you save on new customer acquisition?

3.How much more money would you keep as profit?

4.If you kept all your customers and kept your current customer acquisition expenses going how much faster would your company grow?

Concept 5 - Roles and Responsibilities as new Customers come into the Enter stage - New members of your team become the customer owners and point people. This staff was introduced in the Buy phase. Now they need to own the customer and proactively communicate. All Downstream organizations play a part in a successful Customer Pyramid. 

For more information head to www.targetoutcome.com/powerglass-pipeline and look for the Powerglass Pipeline Playbook offer.