You got customer relationships over here and you've got marketing over here. How
does one build the other and why is it important for your business? Stay tuned,
we're going to dive right into that right here on the Six Figure Mastermind.
Let's talk about customer relationships and marketing how do the two talk to
each other and how do you actually build customer relationships through marketing?
It can also seem kind of counterintuitive
you know, you think marketing, sometimes it always doesn't mean customer
relationships but they really do correlates. Let's talk about how they
build each other up. It all starts with a mindset. You're running a business not to
get money out of people's wallets. If you think you're in business to get money,
you really missed the whole point. Now yeah, your business should be profitable,
you should make money doing business in fact, if your business isn't profitable,
there's a lot of things to look out there. Maybe customer relationship is
one of those major things but if you're in the business in your mind to only get
money out of people's wallets and see how fast they can whip out that credit
card and see how much money they can lay down for your product or service, you're
missing the whole point so shift the mindset, get out of the idea that you're
in business to get people's money. You are in business to serve, you're in
business to solve problems. Any business, any product throughout the world
is into the existence to solve problems. You know, if you have want some fun, go
online and look for the top craziest Japanese products out there on
the market right now. I remember seeing a whole roll of stickers that were
intended to be stickers that you put on mugs to keep your lipstick from sticking
to the mug you know, I was like, oh my gosh, who created this product?
What does this product even exist? Now I'm not sure how well that product did,
you've probably never heard of it but it was a product designed to solve a
problem. People were annoyed that they were having to wash lipstick off their
mug so they created a fun little sticker to avoid that having to happen. You're in
business to solve problems. You can solve them in a fun way, in an interesting way
but that is your primary directive. When you're in business to solve problems,
you're solving those problems in exchange for value. That's what we talked
about your business needing to be profitable, of course your business
should be profitable. So you're solving problems and you're solving problems in
exchange for value. Now customer relationships, they vary, don't they?
Depending on which business you're in. You could be a brick-and-mortar store
and your customer comes in and they buy your consumable, they go out and then
consume it and they're done and if they liked it, they'll come back for more.
Maybe that would be more relevant to a restaurant, okay. Maybe you're in the
sporting goods department and your customer comes in and they need to
purchase your sporting goods and then they need to go out and use your
Sporting Goods. You know, in the sporting goods department, a lot of times you know,
let's say you're in the sporting goods market and you sell volleyballs. Okay, the
customer's life really doesn't depend on the quality of your volleyball but if
you're buying, if you're so climbing harnesses then your customer's life is
literally in the quality of your products hands. So your customer
relationship is going to improve that level up. Now let's talk from products to
service base. If your customer is a service based, meaning
maybe you're a physician or maybe you're a life coach or maybe you're working
one-on-one where there's not a physical product that gets transferred, it's a
service, it's coaching, it's mindset training,
it's whatever kind of service that you're running, the customer relationship
is going to go up. Meaning, the customer relationship is
going to require more time, it's going to require more investment on your part and
it's going to relate more heavily to your effective marketing. It's going to
relate your marketing, it's going to have more weight and your relationship is going to
more have more weight in your business because they're going to talk to each other
more because your customers not just coming in for a consumable, they're
coming in for an experience. Consider for a moment top brands, brands like Amazon,
brands like Home Depot, brands like McDonald's but just the most popular
brands on the market and then consider how those brands relate to their
customers. Let's talk about Apple for a moment. Now I'm an Apple user myself. I
love Apple products and there is a main reason why. Not only are their products
stellar products and you can argue all you want about Apple versus
Android and all that stuff. I'm an Apple girl through and through. Even
so Apple and Android have wonderfully competitive products as far as quality
goes. It looks like this, it improves a little Android, improves
little Apple and pretty much if you if you get an apple or an Android, you're
going to get a quality product, bottom line. You know, you can argue all day long but
bottom line, you're going to get a quality product from both. Now let's talk about
customer service. You know, I'm going to talk in the Apple market because that's
what I have experienced in. In the Apple market, if you have a problem with one of
your products from Apple, Apple will bend over backwards to make sure your problem
gets handled. You know, when you're dealing with customer relationships and
Apple, if I have a problem for example, I had a problem with my printer talking
to my Apple computer back at home and I didn't know what was going on. I just
changed out the toner in my printer and suddenly my Apple computer wasn't
talking to my printer. When I called Apple, they automatically had a customer
service representative within just a few minutes that was ready to talk to me and
not only that, they were able to open up a screen share on my computer to
then see what I was seeing on my computer's front end. Not only that, they
were able to tap into my phone which also connects to my computer so they
were able to look through the camera on my phone while I had it over here
showing it my printer to them on the camera while they were seeing my
computer screen so it was like a super comprehensive service call and once we
got it all figured out, they troubleshot with me, they got everything figured out
and after that, they sent me an email a few days later to make sure it was
still working okay. Apple has a great relationship with their clients. Now that
call probably, they had to pay the people to make the call, they had to pay
an hourly whatever for those people to call me but
I didn't have to pay anything extra, it just came with the service of my
product. Now think about, let's talk about Amazon. Amazon is another huge retailer
and they have amazing customer service and you'll hear me say over and over, if
Amazon were to take over the world, I wouldn't mind because their customer
service is so amazing. They are all about the follow up and when we see the
fortunes and the follow remember, it's not just in the sales and marketing
conversation, it's also in the customer service conversation. Amazon is all about
you having a quality experience on their website and with their products in fact,
they'll usually back the buyers more often than their backs of sellers
because they know that the buyers are going to be the ones that are coming
back for business and they know that the sellers are going to also have to deal
with the quality experience but the buyers are what drives the company so
they want the buyers to have a quality experience. Speaking as experienced
seller on Amazon, I have an Amazon store that I run. The Amazon store ranking will
determine on the customer's experience not necessarily what I can provide on
the back end so if I'm a seller and I'm providing a product that isn't quality,
I'm going to get dinged more than the buyer is going to get dinged because Amazon is
gonna back up their buyers. So when you're having a customer relationship,
back up your customers. Even if it means once in a while, you got to eat some crow.
You want to have your customers end up with a quality product and a quality
experience so that's most about the product. So how do you as a coach
if you're a coach in the life coaching business or maybe and some
other service, how do you build customer relationships? Bottom line is this, your
customer needs to have their problem solved, they're coming to you because you
have answers that they don't have, they're coming to you because you have
solutions that they haven't thought of or don't have access to so provide them
with those solutions, provide them with those answers to their questions and
give them surveys, ask them what their specific needs are and the coaching
industry, I'll sit down one-on-one with the client and I may not know what the
client is there for but they do so my client is going to share with me, I'm going to
ask them what do they need from me in that moment, what is the number one need
that your client has from you. Ask them, ask them when they're sitting right in
front right in front of you right across from you, what is the number one need you
need to have fulfilled by the end of our time together. That is excellent,
excellent customer service and the word-of-mouth marketing that's going to
happen because of the extraordinary customer service will largely take care
of your marketing needs. You can spend a lot of time and money in advertisements
and in putting posters and billboards out there but if your customers aren't
having a great experience with you first, then your marketing is pretty much
useless. So keep that in mind. Your customer
relationships, they are your top priority and they're the baseline for effective
marketing. Awesome. Was this helpful for you? Like I seriously want to
know, drop a comment below, tell me about what was the most biggest gold nugget
that you got from this video and what you're still curious and what you want
answers on. We'll get to your comments, maybe we'll make some even videos based
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