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How Did You Make Your Customers Feel?

August 17th, 2009 by Todd Schnick

Cartoon by @gapingvoid

Cartoon by @gapingvoid

We had a way cool guest on the High Velocity Radio Show today by the name of David Eckoff. The focus of his message was on the customer experience, and what some companies are doing to make it a truly “WOW” experience. But tonight, I wanted to talk about a quote that David referenced on the show today. I have heard it before, but hadn’t thought about in a while. It goes something like this: People may forget you say, people may forget what you do, but they will never forget how you made them feel… The simple purpose of this post is to remind you of this profound statement. It was very important for me to hear it. I suspect it is important for YOU to hear it. Again. You know the feeling. You experience something so amazing, that you can’t help but tell someone about it. Pause for a second, and recall when you last felt that way about a customer experience you had… …ok, that’s the feeling you are trying to achieve for ALL of your customers. Every day. How? Every member of your organization MUST ask these questions each day:
  1. What are you doing – with every decision and action – to make your customers have a wow experience?
  2. What was it about their experience with you that was and is memorable? Do you know what you want to your customers to feel?
  3. Will they tell people in their circle about you?
  4. And if so, what will be the story they talk about?
  5. Are your employees EMPOWERED to make the customer experience one to remember?
Challenge yourself and your organization with these five questions EVERY day. I promise that I will. We all need to do this, even the best of us. In fact, it’s the best of us that ARE asking those questions. And taking action on the brainstorms they generate from that discussion. What are some things you are doing to make your customers say “wow” – please share! Be Intrepid.

Filed under: Atlanta Marketing, Cobb County Georgia, Customer Experience, Customer Loyalty, Customer Service, David Eckoff, Differentiation, High Velocity Radio, Stone Payton | Comments Off

Todd Schnick Now Co-Host of High Velocity Radio!

July 31st, 2009 by Todd Schnick

HVRlargeReaders of this blog have been hearing me say for a long, long time to do something exciting and different with their marketing.

Well, I have taken my own advice. I have accepted the invitation of original host Stone Payton to join him on the mic for The High Velocity Radio Show!

Stone and I have big plans for the show. We will have guests that will talk about bringing fast, innovative change to their business, who get better business results in less time, and who practice the art of CircleNomics – bringing quality relationships and profitable business into their circle.

But stay tuned as we grow and evolve this show!

So, not only do we get to interact with a wide collection of fascinating, innovative, and successful business leaders, we get to share their valuable insights with our own community. And that is the best part about it!

But what a great way to meet people and interact with them in a serious way. One could continue to cold call and/or spam people with interruption marketing tactics in hopes of getting them to respond… Or you could invite them to share their knowledge on the radio. Hmmm…

I’ve chosen my new approach. But as I’ve said, it isn’t about Stone or myself. It isn’t even about the guests on our show. It’s really about our listeners – and providing them with helpful and valuable content that helps them learn, grow and become better business leaders.

Comment below if you are interested in being on the show, or want to suggest a future guest for the show. Or use the “Ask A Question” form to the immediate right. We would love to hear from you!

Thanks Stone, for the opportunity to join you on this adventure. It’s gonna be a wild ride!

Tune in to The High Velocity Radio Show Monday mornings at 1000AM Eastern time! As Stone says, see you in the fast lane!

Filed under: Atlanta Marketing, Building Community, Cobb County Georgia, General Marketing Strategy, High Velocity Radio, Innovation, Podcasts, Sales, Stone Payton | Comments Off

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