EPISODE SUMMARY
In this episode, thanks to the interview by Michael Langhout (Founder of Langhout LLC), we discuss the results organizations can expect by adopting a Customer Obsessed strategy, including differentiation. We break down the three critical components of The “REMARK”able Triangle™, which is a visual tool for organizations looking to become “REMARK”able™ by being Customer Obsessed.
Finally, we discuss the importance of attracting and acquiring the right customers for your organization and how the Advocacy Architecture™ can change the organizational culture and truly differentiate their business. This is an exciting episode that is a great precursor to my upcoming book, STOP Marketing – Your Customers are Dying To Do It For You…how to become “REMARK”able™.
EPISODE NOTES
01:10 – Welcoming back today’s guest, Blaine Millet
04:08 – Blaine poses an intriguing question about customers
05:24 – Results companies can expect by adopting a strategy of customer obsession
06:36 – Building long-tail differentiation
08:02 – The Disneyland example
09:52 – The Ace Hardware example
11:05 – Michael dives deeper into the Disneyland example
11:53 – How a company can start the journey to customer obsession
13:30 – The ‘REMARK’able Triangle explained
16:22 – Component One: Trust
19:59 – Customer Anxiety explained
22:19 – Component Two: Customer Experience
24:04 – Component Three: Consistently helping your audience
26:23 – Blaine reiterates his belief that companies should stop marketing
28:17 – Finding your core customers
31:13 – Blaine’s favorite strategy for acquiring the right customers
36:10 – Blaine leaves the audience with one final piece of advice
38:57 – Where listeners can follow Blaine
39:54 – Michael teases the topic of the next episode of CEO Brain Food
40:13 – Where to find Michael’s Functional Team Scorecard
TWEETABLE QUOTES
“The one thing I like companies to think about is to ask yourself, ‘What are the pain points in your business that you wanna solve?’” (06:02)
“Well it’s [Disneyland] the happiest place on Earth because, when you go there, they treat you so incredibly well. They obsess over every guest that show up at Disneyland.” (09:30)
“There is no one, and I mean no one, on the planet that will ever advocate for you or be your marketing agent if they don’t trust you.” (16:32)
“For all the ‘Attaboys’ you earn, you need about a hundred ‘Attaboys’ cause every one ‘Ah shit’ wiped out all hundred ‘Attaboys.’” (19:11)
“Not all money is good money.” (29:34)
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