6 STEPS TO REWIRE CUSTOMER LOYALTY AND BUILD YOUR BUSINESS These - - PowerPoint PPT Presentation

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6 steps to rewire customer loyalty and build your business
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6 STEPS TO REWIRE CUSTOMER LOYALTY AND BUILD YOUR BUSINESS These - - PowerPoint PPT Presentation

Apr 09, 2024 298 likes •940 views

6 STEPS TO REWIRE CUSTOMER LOYALTY AND BUILD YOUR BUSINESS These materials do not reflect the views of Verizon. JAY BAER Founder, Convince & Convert 7th-generation entrepreneur Author of 6 best-selling books Creator of 5 multi-million

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6 STEPS TO REWIRE CUSTOMER LOYALTY AND BUILD YOUR BUSINESS

These materials do not reflect the views of Verizon.
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JAY BAER

Founder, Convince & Convert 7th-generation entrepreneur Author of 6 best-selling books Creator of 5 multi-million dollar companies Lover of plaid, tequila, BBQ
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We’re not going back
 to “normal”

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Unprecedented swings in 
 market share

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54 %

  • f customers have used a business for the first time since the pandemic
Source: Podium
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89 %

  • f those customers plan to keep using the new provider post-pandemic
Source: Podium
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Market share shifts in times


  • f uncertainty
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Massive information asymmetry

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SLIDE 9 Is the haircut place open? Are the hours different? Is my haircut person still there? Do I need an appointment? How are appointments made now? Where do I park? Are the parking meters downtown working? Can I use a debit card for parking meters? Do I just come in, or text when I’m nearby? Is there a waiting area? Do I wear a mask? Does my haircut person where a mask? Do they shampoo, or do I need to come straight from a shower? Are appointments the same length? Is pricing the same? How do payments work? For gratuity?
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Today, every business is a startup, and must function that way

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6 STEPS TO REWIRE CUSTOMER LOYALTY AND BUILD YOUR BUSINESS

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RECONFIGURE

your products and services

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We crammed 36 months’ worth of digital transformation into 36 days

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OCT5

The date 2020 e-commerce revenues will surpass 2019 revenues Source: Adobe
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  • Digital
  • Hassle-free
  • Sample-able
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Convince & Convert

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RETRAIN

your team

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Massive staff turnover in
 many industries

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And even in stable staffing environments, reconfigured products/services = 
 big operational changes

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  • Document
  • Drill
  • Deconstruct
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REEDUCATE

customers & prospects

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Nobody knows anything
 about anything

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You must close customers’
 uncertainty gap

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You need the ULTIMATE FAQ

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88 %

growth in questions asked on websites between Feb - April, 2020 Source: Yext
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  • Show, don’t tell
  • Push, don’t solely pull
  • Change the messenger
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RESPOND

to questions immediately

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Waiting keeps items active on to- do lists, producing anxiety

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205

DAYS

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205

DAYS

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86 %

  • f customers expect local businesses to offer MORE convenient communication than
before the pandemic Source: Podium
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41 %

  • f customers are more interested in using text messaging

to communicate with businesses than before the pandemic Source: Podium
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  • Be faster
  • Answer, even without an answer
  • Be available everywhere
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REQUEST

word of mouth

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We trust people more than ever, and we trust business and

  • rganizations less
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The best way to grow any business is for your customers to do it for you

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Reviews pre-pandemic are essentially worthless

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  • Encourage customers to engage in WOM
  • Do not incentivize
  • Create & feature customer stories
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RESET

your expectations

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Brands are built in
 the bad times

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Times of change create winners and losers

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It’s easy to get swamped by the “what next!?” mindset

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How you handle your business
 in the next 6 months will determine your success in the next 6 years

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54 %

  • f customers have used a business for the first time since the pandemic
Source: Podium
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89 %

  • f those customers plan to keep using the new provider post-pandemic
Source: Podium
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28 %

  • f consumers say price is less important since the pandemic
Source: Podium
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Nobody is pro-pandemic

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The single greatest business growth

  • pportunity you will ever have
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JAY BAER

ConvinceAndConvert.com - consulting JayBaer.com - speaking