delight! - how to turn your customers into your biggest fans

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Delight. Joey Borane VP of Marketing [ InboundPHX ]

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Page 1: Delight! - How to turn your customers into your biggest fans

Delight.Joey Borane

VP of Marketing

[ InboundPHX ]

Page 2: Delight! - How to turn your customers into your biggest fans

What do we mean “DELIGHT?”[ enroll ]

Why should you care?

Page 3: Delight! - How to turn your customers into your biggest fans

[ impact on the funnel ]

Marketplace Customers

Page 4: Delight! - How to turn your customers into your biggest fans

You are just a commodity.[ tough love ]

Get your brand together.

Page 5: Delight! - How to turn your customers into your biggest fans

Your core offeringYour core offering.

[ qualitative differentiation ]

[ brand ]

Page 6: Delight! - How to turn your customers into your biggest fans

Premise.[ Yum! Cake! ]

Be a giver.

Page 7: Delight! - How to turn your customers into your biggest fans

Delighting customers is more than saying “Thank you.”

[ once they say ‘yes’ ]

Extend the relationship.

Page 8: Delight! - How to turn your customers into your biggest fans

[ breaking your promise can be unrecoverable ]

Deliver on your promise.

“Don’t hide.”

Page 9: Delight! - How to turn your customers into your biggest fans

Everything today applies.[ marketing best practices ]

Delight your customers.

Page 10: Delight! - How to turn your customers into your biggest fans

Great [ ] appreciate people and respect the individual.

marketing activities

companies

Page 11: Delight! - How to turn your customers into your biggest fans

Superior marketing knows not to treat everyone the same.

[ that’s why we say ]

Jargon alert: “Persona."

Page 12: Delight! - How to turn your customers into your biggest fans

Individuals have different perspectives.

[ look through your audience’s eyes ]

An experiment.

Page 13: Delight! - How to turn your customers into your biggest fans

Uni-corn.

Page 14: Delight! - How to turn your customers into your biggest fans

Marketing activities depend on where you are on the marketplace spectrum.

[ be potent ]

Brand to Consumer – Business to Business

Page 15: Delight! - How to turn your customers into your biggest fans

[ brand to consumer ] [ business to business ]

[ focus on emotion – individual ][ shorter sales cycle ][ impulse buy ]

[ focus on benefits - organization ][ longer sales cycle ][ consultative sale ]

Page 16: Delight! - How to turn your customers into your biggest fans

People know who they are and they know what they want.

[ eliminate clutter ]

Information & Action

Page 17: Delight! - How to turn your customers into your biggest fans

Tips for connecting with the human animal.

[ primal instincts ]

Put nature on your side.

Page 18: Delight! - How to turn your customers into your biggest fans

Speak in the affirmative.[ the mind needs direction ]

Another experiment.

Page 19: Delight! - How to turn your customers into your biggest fans

Ideas for delighting customers.[ jedi mind control ]

Successful, actual tactics.

Page 20: Delight! - How to turn your customers into your biggest fans

[ brand to consumer ] [ business to business ]

Give them a way to show they are loyal. Create a conduit to share their success.

Customer testimonials & case studies.

Page 21: Delight! - How to turn your customers into your biggest fans

[ brand to consumer ] [ business to business ]

Loyalty reward program with tiers. Special access to insiders and experts.

Create an Inner Circle.

Page 22: Delight! - How to turn your customers into your biggest fans

[ brand to consumer ] [ business to business ]

Offer a “Secret Files” training class. Host a tailored Webinar.

Share knowledge.

Page 23: Delight! - How to turn your customers into your biggest fans

[ brand to consumer ] [ business to business ]

“Try for Free” offer. Allow customers to participate in design.

Skip the survey: Test Drive!

Page 24: Delight! - How to turn your customers into your biggest fans

[ brand to consumer ] [ business to business ]

Remember a special date. Mention a press worthy win.

Use data & make them feel important.

Page 25: Delight! - How to turn your customers into your biggest fans

[ brand to consumer ] [ business to business ]

Send a note or a gift. Throw the team a party.

Say “Thank you."

Page 26: Delight! - How to turn your customers into your biggest fans

It all comes back to…[ persona ] [ content ] [ action ]

Put the activities in place to give individuals what they want – with WOW.

Page 27: Delight! - How to turn your customers into your biggest fans

Drop me a note.

[email protected] or visit baileymarketing.com

[ let’s talk again ]

Page 28: Delight! - How to turn your customers into your biggest fans

Turn looks into leads… and leads into sales.

[ expert marketing ]