Tribal Power! How to harness the profits hidden in AMAZING  customer experiences <ul><li>October 2010 </li></ul>
My Story ...
 
The Ways I’ve Built “WOW” Community
 
 
The Business Wealth Club Experience
The ONLY Constant in Business is...
The REAL World is Speeding Up
Marketing Has Changed Forever
How things have changed
We Want to be Amazed!
A Whole Industry Built on Experiences...
The 4 Stages of Customer Mind Share 1. Oblivious 2. Distracted 3. Engaged 4. Captivated
 
Is this a £100k Experience?
 
What’s Your Best Example?
How Customers Interoperate their Experiences
Let Customers Connect with Your Brand
See the Emotional Response!!
4 Reasons to Deliver Amazing Customer Experiences (ACE) in Your Salons <ul><li>Create an Emotional Connection </li></ul><u...
How would you define Your Service?
 
Do You Know Your Customers Well Enough to Lead & Connect Them?
Create a real “WOW” environment!
Create an Environment for Commitment <ul><li>Less Clutter = More Impact </li></ul><ul><li>Create Energy = Demonstrations <...
Is Your Tribe this Committed?
Meet My Franchise Director - Michael
Our Trip to Chicago ...
 
Why NOW is Tribe Time & How it Impacts Your Profits Today...
Change the Status Quo...
Why “WOW” Experiences Pay off
Empower you customers to communicate...
4 Stages of Tribe Building 1. Tell a Story 2. Connect a Tribe 3. Lead a Movement 4. Make a Change
Social Media Tools to Build Your Tribe
 
A Business Owner Who Gets Tribes
Referral Emotions Customers Need to Feel! <ul><li>Safe </li></ul><ul><li>Valued </li></ul><ul><li>Cared For </li></ul><ul>...
Get an Eyeful of these Results!
Low Cost Tribe Building = BIG Profits
Emotional Feeling that Kill Profits <ul><li>Stress </li></ul><ul><li>Frustration </li></ul><ul><li>Disappointment </li></u...
Lets Capture Your Take Away Actions
<ul><li>“ If your business requires success before commitment, it will never have either!” </li></ul><ul><li>Seth Godin – ...
 
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Tribal Power - Inspired Minds Oct 2010

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In this recent Keynote I outline how Marketing is changing and people are now buying Experiences Vs Products. Emotion is the new Power in Converting Customers into Tribal Fans who boost your bottom line.

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  • How Many of You want the Following in Your Business? 1)How to Create Loyal Customers for Life 2)Attract New Customers at Lower Cost than current Marketing 3)Reduce Costs / Waste &amp; Inefficiency 4)Increase Profits by Getting Customers to Buy MORE, More Often?
  • Customers are less impressed with Average - products, service etc People WANT Change - weather you do or not!! Interruption Marketing = Big Spending to get Attention the new Commodity
  • Customer Satisfaction is DEAD - Customer Loyalty is EVERYTHING Q - How Many of your Currently Survey Your Customers? Q2 - In the First 90 Days?
  • Q - What do You Currently do to “WOW” Customers?
  • Stories - Training of Porsche Sales People to WOW Customer Body Shop Receptionist - Hired from a 5 Star Hotel!
  • In Store to Play with Lego - Lets Parents see how much their children Love it!
  • Tell Story of How iTunes took the Market from CD’s in less than 3 years! “ The Best time to Change your Business Model is While You Still have Momentum!” Q - What Change Have you been Putting Off in your Business? - Talk on Tables
  • WOW Story of Natham on Sunday
  • Question - Is it Replaceable across the restaurant?
  • If Needed use Exercise - “Which Tribes are You Already a part of?”
  • Stand for Something! - be more Concerned with Your Tribe than the Money!!! 3 KEY Things they Invested in on way to $1 Billion in Sales 1) The Customer Experience / Service - Free Shipping Etc 2) Culture - Creation of the Culture Book 3) Team Training - Phone call Pizza Story
  • In 1 of 4 Kinds: 1) Leader to Tribe 2) Tribe to Leader 3) Tribe Member to Other 4) With outsiders
  • 3 Stages - Decide / Discover / Deliver - Lead, Organise, Connect Consistent - Have Tribe members Recruit New Members Captivating Memorable
  • Make it easy for People to Find and Connect with You!
  • Knows Who their Tribe - Extra People on the Phone Frequent Communications / e-mail / Letter / Shop Result = Sales Up 20% in first 6 Months of 2011!
  • Tell Story About Burger King @ Luton Airport before Spain Holiday ONLY emotions to have been PROVEN to Reduce Customer Loyalty &amp; Sales
  • Tribal Power - Inspired Minds Oct 2010

    1. 1. Tribal Power! How to harness the profits hidden in AMAZING customer experiences <ul><li>October 2010 </li></ul>
    2. 2. My Story ...
    3. 4. The Ways I’ve Built “WOW” Community
    4. 7. The Business Wealth Club Experience
    5. 8. The ONLY Constant in Business is...
    6. 9. The REAL World is Speeding Up
    7. 10. Marketing Has Changed Forever
    8. 11. How things have changed
    9. 12. We Want to be Amazed!
    10. 13. A Whole Industry Built on Experiences...
    11. 14. The 4 Stages of Customer Mind Share 1. Oblivious 2. Distracted 3. Engaged 4. Captivated
    12. 16. Is this a £100k Experience?
    13. 18. What’s Your Best Example?
    14. 19. How Customers Interoperate their Experiences
    15. 20. Let Customers Connect with Your Brand
    16. 21. See the Emotional Response!!
    17. 22. 4 Reasons to Deliver Amazing Customer Experiences (ACE) in Your Salons <ul><li>Create an Emotional Connection </li></ul><ul><li>Conduct a Financial Transaction </li></ul><ul><li>Build a Strong Value Bond </li></ul><ul><li>Create Raving Fans = Your Tribe </li></ul>
    18. 23. How would you define Your Service?
    19. 25. Do You Know Your Customers Well Enough to Lead & Connect Them?
    20. 26. Create a real “WOW” environment!
    21. 27. Create an Environment for Commitment <ul><li>Less Clutter = More Impact </li></ul><ul><li>Create Energy = Demonstrations </li></ul><ul><li>Music </li></ul><ul><li>Have Fun </li></ul><ul><li>Everything has a Purpose </li></ul>
    22. 28. Is Your Tribe this Committed?
    23. 29. Meet My Franchise Director - Michael
    24. 30. Our Trip to Chicago ...
    25. 32. Why NOW is Tribe Time & How it Impacts Your Profits Today...
    26. 33. Change the Status Quo...
    27. 34. Why “WOW” Experiences Pay off
    28. 35. Empower you customers to communicate...
    29. 36. 4 Stages of Tribe Building 1. Tell a Story 2. Connect a Tribe 3. Lead a Movement 4. Make a Change
    30. 37. Social Media Tools to Build Your Tribe
    31. 39. A Business Owner Who Gets Tribes
    32. 40. Referral Emotions Customers Need to Feel! <ul><li>Safe </li></ul><ul><li>Valued </li></ul><ul><li>Cared For </li></ul><ul><li>Trusted </li></ul><ul><li>Focused On </li></ul><ul><li>Missed </li></ul>
    33. 41. Get an Eyeful of these Results!
    34. 42. Low Cost Tribe Building = BIG Profits
    35. 43. Emotional Feeling that Kill Profits <ul><li>Stress </li></ul><ul><li>Frustration </li></ul><ul><li>Disappointment </li></ul><ul><li>Unhappy </li></ul><ul><li>Hurried </li></ul><ul><li>Irritated </li></ul>
    36. 44. Lets Capture Your Take Away Actions
    37. 45. <ul><li>“ If your business requires success before commitment, it will never have either!” </li></ul><ul><li>Seth Godin – </li></ul><ul><li>Author of Tribes … </li></ul>

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