How to sell your big ideas: The Chuck Norris formula

loyalty loop Oct 07, 2019

How do you sell your ideas?

This week I’ve had two separate people, at two separate events ask me the same question: “I love this Loyalty Loop stuff but how do I convince my boss/my company/my CEO to invest in great experiences?”

It’s a great question because creating great experiences for customers does require investment — whether that’s time, resources, or cold hard cash. And if your boss is determined to prioritize acquiring new customers, persuading them to focus on providing great experiences is going to take a bit of work.

So let’s break it down Chuck Norris style.

The Chuck Norris formula

Now you might think folks would be too chicken to say no to kickass martial arts expert Chuck Norris, but back in the late 1970s, Chuck was trying — and failing — to sell a movie idea. For two years Chuck toured the Hollywood studios trying to get people to invest $1 million in making his action movie, “Good Guys wear...

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3 steps to create a great customer experience every time

loyalty loop Sep 25, 2019

So you want to provide great customer service… well, sure, there’s a handbook for that.

It’s full of dos and don’ts, ideas, and suggestions. It’s packed with things we should and shouldn’t do when we’re interacting with a customer or prospect. But is a long list of rules really the best way to learn how to be a better customer service representative or sales associate?

Wouldn’t it be so much easier if we could break every customer service interaction or sales experience into 3 simple steps that any customer service rep can just repeat over and over again, to deliver a great experience?

Well, as luck would have it…

Before we go into our 3 steps, you’ll remember that there's a giant difference between customer service and a great customer experience. If you've forgotten what that was, or you didn't see the video, you can watch this video right here.

So now we’re working towards that one goal: to create a great...

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What do you want your customers to do next?

loyalty loop Sep 18, 2019

It’s mailbag time — oh yeah! One of the perks of traveling so much is that I have a ton of cool stuff to open up when I get back.

So today I’m going to go through some of the promotional boxes I’ve been sent and show you who’s doing direct mailing the right way, who’s thinking through their moments of inspiration and who’s getting those moments of commitment. And I’m going to give you a few ideas on how you can amp it right up to create better customer relationships.

Clue: there’s one super simple thing that almost everyone forgets to do…

Building excitement

So you’ve got some interesting things coming up, maybe an event, a book launch, whatever. And you need to start creating a buzz. How are you going to do it?

You’re going to send some stuff out to your mailing list, right?

That’s exactly what my friend, Michael Brenner has done. He has a new book (“Mean People Suck”) coming out October...

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How to delight customers with reverse personalization

loyalty loop Sep 11, 2019

Are your customers delighted with you? Hopefully! But there’s always room for improvement, right?

In this week’s Loyalty Loop I’m coming at you from right here in the middle of downtown Boston and we’re going to look at three super simple ways you can use reverse personalization to delight your customers.

I took the ferry to Boston this morning to spend the day with a non-profit working on their Loyalty Loop experiences and it got me thinking about how we take care of our customers.

How do we make sure that the folks that buy from us are so delighted that they become long-time clients, and rave about us to everyone they meet?

It all starts with the moment of commitment

If you've been following the Loyalty Loop every week, you know that a moment of commitment is the instant in time you trade money, data, or time to support a cause, buy a product or a service, or get some information you need. And after every moment of commitment, we can do a better job...

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How to Create a Consumer Journey Map (The Easy Way) | Part 2

loyalty loop Sep 04, 2019

This week we’re going to break down exactly how to interrupt the consumer journey and create the perfect Loyalty Loop experience. And we're gonna do it with the help of a slinky... Yup, a slinky.

Who remembers when we mapped an entire consumer journey the easy way on The Loyalty Loop? Well, we did it in the hopes that this guy would sign up for a software product called Proposify. (Missed that one? Catch up here!).

Unfortunately our guy ended up recommitting to a product he already owned called Canva instead of signing up for Proposify. Today’s job is to create a new kind of experience that will get him to make a commitment to Proposify instead.
So here’s what we know about our guy:

His MOI — moment of inspiration — is that his proposals don’t look that great. He needs something fancier.

His trigger question is “how can I make my Google Doc proposals look better?’ And his prime brand is Google. Easy! He’s in the active...

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What do your customers say when they refer you?

loyalty loop Aug 03, 2019

How do your current clients and customers refer you? What do they actually say when they're recommending that someone work with you? Do you know?

How do your current clients and customers refer you? What do they actually say when they're recommending that someone work with you? Do you know?

You see, when I told my friend Jay Baer that I was coming to Flagstaff, Arizona, here's exactly what he said to me, "Get the chilaquiles, Christmas style." Jay has just written a new book with Daniel Lemin and along with the book, he sent me a stuffed alpaca... yes, an alpaca.

Now this is a little weird until you start reading the book. You see the book is a deep dive into how and why word of mouth marketing actually works. It's a recipe for success. And I realize now that the recipe for success in that book leads to moments exactly like this one.

So, when I was in Flagstaff, I went to get some chilaquiles... I did't even need to look at...

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How to Create a Consumer Journey Map (The Easy Way) | Part 1

loyalty loop Jun 26, 2019

Journey mapping is complicated but in this video, we’re going to break down an actual consumer journey.

Imagine that I’m a marketing person from a company called Proposify – a company that helps you create awesome-looking, unbelievably effective proposals to send out to your clients.

We want to get a customer to sign up with Proposify but in order to do this, we need to understand the consumer journey.

In the video, we watch over the shoulder as this person (it’s actually me) tries to find exactly what they need....

It’s a Sunday morning, and, before everybody wakes up, I figured I'd do a little work. You see, we usually send out proposals as a small business using a Google Doc template that we turn into a PDF and then send to the client. But it's occurred to me that some of our competitors send out these really fancy-looking proposals, and I’d like to get a fancy-looking proposal.

The moment of Inspiration

This right here, is his moment of...

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What makes us (and our customers) buy? | Moments of inspiration

loyalty loop Jun 12, 2019

What inspires us to buy?

Well, in last week’s episode of The Loyalty Loop, we talked about moments of inspiration.

There are actually three types of moments of inspiration, three big categories that send people on a journey they never expected to buy something they didn't even know they needed.

If you want R.O.I. you need to understand the M.O.I’s (Moments of Inspiration!) So, let’s break down those three types of moments of inspiration and look at how to take advantage of them to build a better brand, design a better consumer experience and differentiate you from your competition.

What are Moments of Inspiration?

Let’s refresh… Moments of Inspiration are instants in time that send you on a journey you never expected.

So let's break down the three different types of Moments of Inspiration.

Brand Induced M.O.I’s

In the very first video I ever shot for The Loyalty Loop I talk about my journey to buy a brand new car. This video is the perfect...

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The NEW funnel | The consumer journey reinvented

loyalty loop Jun 05, 2019

In this recent blog, What is a marketing funnel and why don't they work, I railed against the marketing and sales funnel.

It's antiquated, it's old, it doesn't work, and a bunch of you, my loyal fans and followers and friends, asked me a ton of questions.

But the most-asked question about that video was hey, Drew, if the funnel is broken and it doesn't work anymore, what is the new model?

What is the new model?

I've spent three years trying to answer this question, and I’ve finally got an answer for you.

It's a series of interlocking loops. Whereas the marketing funnel is one way and doesn't rely wholly on you raising awareness for your brand to fill the funnel or generate leads or get more sales, what we have here is a series of interlocking loops that reflects today's consumer journey.

You can start anywhere on this Loyalty Loop but right now, we're going to start at ‘the moment of inspiration’.

The moment of inspiration

A moment of inspiration is an instant in...

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The Difference Between Customer Service & Customer Experience

loyalty loop May 15, 2019

What's the difference between customer service and customer experience?

Whilst the answer is pretty simple, let's break it down so we truly understand where the nuances lie.

I filmed this episode of the #LoyaltyLoop from my garage. Why? Because we need a new garage door, and I used my search for a new garage door to break down the difference between customer service and customer experience.

The customer experience in action

A few years ago, we traded in the winter storms of Boston for the hurricanes in South Florida, and as a result we need a new garage door because the current garage door is not hurricane rated. On the back of the garage door is a sticker advertising a ‘Garage Door Tune Up’ priced at $39.95, by The Doorman.

I don’t call the sales and service phone number immediately – that's not how I buy. Instead I open my phone and search for The Doorman in Boca Raton. I click on their website and it looks pretty good.

I try to look at the page for...

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