Jeff Bezos said:
“Focus obsessively on the customer”
Here’s the framework I use to be like Bezos and build loyal customers (you can steal this):
“Focus obsessively on the customer”
Here’s the framework I use to be like Bezos and build loyal customers (you can steal this):
Step 1: Read every piece of feedback.
Read all of the reviews:
Good and bad.
Read all of the social comments.
If you think you’re spending too much time reading customer feedback, you’re not.
Go deeper.
Read all of the reviews:
Good and bad.
Read all of the social comments.
If you think you’re spending too much time reading customer feedback, you’re not.
Go deeper.
Step 2: Import your reviews.
Keep everything in a central, easy to access place.
Do some word density analysis. See what comes up repeatedly.
Identify how your customers speak about your brand/product.
Your customers tell stories about your brand, listen to them.
Keep everything in a central, easy to access place.
Do some word density analysis. See what comes up repeatedly.
Identify how your customers speak about your brand/product.
Your customers tell stories about your brand, listen to them.
Step 3: Call your best customers.
Don’t just email them surveys.
That’s lazy.
Get on the phone and talk to them.
Listen to their tonality.
Are they excited?
Are they ‘meh’ ?
Don’t just email them surveys.
That’s lazy.
Get on the phone and talk to them.
Listen to their tonality.
Are they excited?
Are they ‘meh’ ?
Step 4: Make things better.
Once you have data on how your customers speak, you can do the optimization.
Ask these questions:
- What content is missing from your site?
- What’s missing from your advertising?
- What questions aren’t you answering?
Once you have data on how your customers speak, you can do the optimization.
Ask these questions:
- What content is missing from your site?
- What’s missing from your advertising?
- What questions aren’t you answering?
Step 5: Look for what’s wrong.
You've found what's missing.
But what is wrong?
- Are you using words that your customers NEVER use?
- Do your images and videos contain your customer?
- Can they see themselves in your visuals?
You've found what's missing.
But what is wrong?
- Are you using words that your customers NEVER use?
- Do your images and videos contain your customer?
- Can they see themselves in your visuals?
Step 6: Audit the customer journey.
Start with the first time a customer finds your brand.
What first piece of content should they engage with?
Should you go for the sale on the first click?
Do they need to be warmed up and introduced to your product?
Start with the first time a customer finds your brand.
What first piece of content should they engage with?
Should you go for the sale on the first click?
Do they need to be warmed up and introduced to your product?
Step 7: Nurture the consideration window.
Sometimes customers need to think before purchasing.
What content must you send to your prospects and over what period of time?
Can you shrink that window with better content?
Things that help:
- Social proof
- Live Q&A
- Live chat
Sometimes customers need to think before purchasing.
What content must you send to your prospects and over what period of time?
Can you shrink that window with better content?
Things that help:
- Social proof
- Live Q&A
- Live chat
Step 8: Plan for post-purchase.
Some say “sell them more shit right away!”.
Often this is the best time to get more purchases.
BUT there's no one size fits all.
Should you instead look to indoctrinate your customers into your mission?
Or go for the referral as the next ask?
Some say “sell them more shit right away!”.
Often this is the best time to get more purchases.
BUT there's no one size fits all.
Should you instead look to indoctrinate your customers into your mission?
Or go for the referral as the next ask?
Step 9: Don't underestimate word of mouth.
It’s the only long-term sustainable form of marketing.
Your #1 priority as a brand is to create virality of some kind.
For every customer you get, can they bring you another?
How do you build relationships, not transactions?
It’s the only long-term sustainable form of marketing.
Your #1 priority as a brand is to create virality of some kind.
For every customer you get, can they bring you another?
How do you build relationships, not transactions?
That's a wrap!
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Cheese Bezos photo because…why not ?!
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