Best Ever Marketing Idea
Last month I read a great interview with Aussie real estate mogul John McGrath who said this: ‘The greatest marketing initiative I’ve experienced in my 28 years of business is ensuring that every time a customer connects with your brand, in real time in the real world, they walk away as raving fans. Full stop.’
Now the tough questions … are you:
- Creating raving fans every time?
- Tracking it?
- Rewarding it?
- And ensuring it happens?
Start seeing every interaction as a ‘moment of truth’, as described by Jan Carlzon in his book: Moments of Truth. Your interactions are not merely transactions but the beginning of a lifelong relationship in which you want to provide them with the best service experience.
Remember, there is no point spending thousands of dollars trying to get new members and clients before having a plan to deliver an amazing experience to your current members and clients.
Justin is the Managing Director of Active Management, which he began January 2004. He offers coaching to businesses worldwide in everything from start up and design to marketing and sales systems. Justin also facilitates four Australian and New Zealand ‘fitness industry roundtables’ events, which allows him to see a huge cross section of business models.