Foundations. Focus. Fun. Creating a Customer Experience That IGNITES Your Brand
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The document discusses how creating a customer experience with foundation, focus, and fun can ignite a brand. It encourages businesses to focus on what they are passionate about to inform decisions and create fun memories for customers through elevating experiences and themes. The presentation is by Debra Trappen of d11consulting.com on how integrating these three elements into a customer experience can strengthen a brand.
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Foundations. Focus. Fun. Creating a Customer Experience That IGNITES Your Brand
- 1. Foundation + Focus + Fun = Creating A Customer Experience That Ignites Your Brand Presented by Debra Trappen | @debra11 d11consulting.com
- 5. DO YOU KNOW WHAT YOU ARE PASSIONATE ABOUT TODAY?
- 7. u e s t io n in USA? #1 Q What do you do for a FUN? What do you do for living?
- 18. CREATE A FUN MEMORY
- 23. THEMES Create Focus + Make Decisions Easier
- 26. Foundation + Focus + Fun = Creating A Customer Experience That Ignites Your Brand Presented by Debra Trappen | @debra11 d11consulting.com
Editor's Notes
- Intro myself. Share tech set up. Raise your hand if you have ever purchased anything online. Keep your hands in the air if you have ever written a review or recommendation online… Today ’s SOCIAL consumer wants to work with companies who create a powerful and enduring emotional connection – and that requires TRUST. Delivering consistent customer experiences that people want to talk about positively with others takes effort, focus, a strong foundation… and most importantly, remembering it is about serving people. We are going to cover FOUR Be ’s today… So let ’s start with the first BE! Radically passionate
- RADICALLY - adjective 1. with regard to origin or essence 2 in a complete or basic manner; thoroughly; fundamentally. Be fundamentally passionate. To engage, inspire, and lead your sphere – YOU must have (NS) a solid foundation.
- Strong foundation Getting CLEAR. LASER CLEAR. There are a few elements I would like to inspire you to review First is (NS) What is your purpose… your WHY.
- Define WHY you are in RE. (click to surround WHY) What drives you to do what you do every single day? This is not about money – that ’s the reward for work well done. This the fire in your belly. The essence of YOU… Read Simon. Watch Ted. Start asking yourself: What things do people normally ask your help for? Truth talk. Problem solve. Listen. Learn. Inspire. What are your 10 greatest successes throughout your life so far? If you had to teach something, what would you teach? Common thread? this is Not simple, but profoundly important. Next. (NS) Passionate?
- SECOND… Define what you are passionate about What do you do to add spice to your life? Hobbies? Wine, golf, music??? For so long we have focused on gas in the car tank… not filling our personal tank! infuse that EVERY DAY. Then… (NS) Define your values and revisit that list every year.
- Define your values and revisit that list every year. Values (mostly the order) can change… marriage, divorce, babies, layoffs….. Adventure looks different and maybe places different after you have children or the nest is empty! WEBSITE LINK Why is this important?? Well. Foundation is part of the conversation. (NS) #1 question in USA? (included in Evernote is value list…. Review it…Chose your words… Reflect yearly.)
- The #1 question asked in the USA when people meet for the first time? What do you do for a living? How you answer THIS question really starts a conversation about Real Estate and what it will be like working with you– correct? So, how do you answer? (group discussion) In recent years- when you answer "real estate" that is followed by Ooooh… how ARE YOU DOING? Are you okay?? ****Encourage WHAT DO YOU DO FOR FUN? Instead…. (Group interaction) (Be ready to answer it too!) For RE agents, that is followed by – what QUESTION?? (NS) How is the market?? How you answer these questions determines how YOUR community views the RE Market.
- CLICK TO SEE QUESTION – after asking WHAT they think it is… How is the market?? How you answer THIS ONE questions determines how YOUR community views the RE Market. Whether you answer it in person or online… it MATTERS how you continue this conversation. So, how do you answer this question? Start with – depends on if you want to buy or sell… Then talk about Inventory – Interest Rates – and don ’t forget to add in What you love about your community! Remember: Creating a solid foundation and having strong conviction about WHY you do what you do… helps you set the tone and vision for your business. Allows FOCUS ON EXPERIENCE
- In order to DELIGHT your consumer… you need to think about creating an engaging experience. How do you want them to FEEL???? Think of your RE customer ’s experience as a “play,” including the (NS) STAGE
- (Your stage is your foundation… we just worked on that!) Values-Passion/FUN-Vision… conviction… Now it is about the set… (NS) set (everything from a clean car to where you “meet” IRL),
- Clean car… … even how well you drive IN your car creates an experience!! ;) Walk into a dirty theater?? Now think about your cast! (NS) Your Biz Partners
- cast (you and your biz partners) Do your BP ’s extend your experience or is it ENTIRELY different? When was the last time you went through the experience your BP’s provide? If ever? Your BP ’s are an extension of you and your brand experience Do these gents represent you? Or…. Perhaps these ones! (NS) These wild suits?
- What a difference a hat with bunny ears makes a suit feel!... Maybe your biz likes to get a little sassy (NS) PINK HAT!!
- Imagine if someone like this showed up to do your staging!! HOW FUN!!! If Sassy fits your “brand” – WORK IT. INFUSE sassy where sassy fits. BE Different = BE Memorable. Okay… now let ’s move on to PROPS! How about this… (NS) Typewriter
- Do you still see these prominently in your office? Is that because YOU or a BIZ Partner requires it? OR…. Maybe you are still using this?? Did you know that the fax machine (even the phone) was one of the most HATED technology when it first came out… WHY would I use that over driving it to the agents office?? NOW - Today… this is the setup many are fighting… (NS) Thinking about brands outside RE> starbucks cup Starbucks employs all of these elements in their coffee-shop experience-
- - everything from the interior design to the names of the drinks are considered in delivering the experience the leader envisioned when popularizing the new "coffee-shop" experience in the U.S. We pay $5 for an everyday coffee… our grandparents think we are NUTS… but it ’s the experience we are paying for, right? Carrying the cup… Taking pictures of our cups… Being ONE with the cup. An ultimate goal for any company is to delight their customers to such a level that they refer them business and buzz about them online. (NS) In other words….elevate & add in fun experiences that inspire buzz!
- Key experiences in RE to take to 11 1- elevate experience 2- get a story or inspire them to share its epicness :) Key exchange Photo opportunity - clients in front of new home for them to share/print Jumping in front of yard sign with just sold sign in hands Video testimonials Closing table At house for key exchange Prep them! Seriously… just imagine. (NS) IMAGINE
- How do u give buyers their keys?? discuss click 4 TIFFANY BOX It could be something as simple as presenting them with a set of keys in a box that is worthy of a picture **CLICK 4pic ** they want to post on Facebook Yes… it is about (NS) Getting your clients to tell your story for you…
- And ideally sharing your story… where MANY OF THEIR FRIENDS ARE TOO - on Facebook! Whether they are posting a photo of those keys… before and after ataging pix, taking a picture of your "adventure" day together in the hood, or posting a pic of the view at a listing you encouraged them to take (maybe w/ that Starbucks cup!) On the listing side - remind them to share their listing on Facebook.... Ask their friends to share it with people they know! If you write the story of every house you list... Have them share that too!! THAT IS BUZZ. There is also another type of buzz… (NS) recommendations
- In addition to stories… You have a mission of inspiring them to the point of recommending you… ONLINE… to their entire biz sphere. Here is why this is extremely important… According to Nielsen… (NS) 92%
- The first twitter story ever told… right here…. And it is well under 140 characters! ;D Delight does not have to mean GRAND gestures – but it does usually mean CONSISTENT with details and feel… (NS) Tiffany Experience…
- If experiences are in the details then DECIDING the DETAILS becomes incredibly important. sometimes the best thing to do is choose a THEME. (NS) THEMES
- We plan our parties with a theme so that people know what to expect and our decisions on food, music, props and even our clothing are easy… Seriously… why not infuse this concept into our businesses? Let ’s try these two common themes on… and how they might show themselves in your biz process: (NS) Traditional vs. Modern
- Remember, when we talk about Building relationships ONLINE… that includes learning more about our customers – their needs, and finding those things we have in common to take our relationships to another level.
- Imagine how successful you would feel at the end of the day if you could say… Today I was Radically Passionate about what I do and clear about why I do it… I was able to (teach, solve a problem, listen, ...) someone in need... and added in fun along the way by (having a fab meal, playing golf, capturing my world in photos...) By being Experience Focused I was able to Serve my clients well and included memorable moments that delighted them. Experiences that were WORTHY of my clients business and trust and inspired them to share the story of working with me… Finally, being a strong relationship builder by focusing on my 3-5 personal, authentic connects today allowed me to learn more about the clients and friends who mean the most to me in life/biz. That, to me, is the formula for a successful DAY and BIZ. … and I hope you feel the same! Thank you.