The Secret to Customer Loyalty: Creating Exceptional Experiences.

Episode Summary

In this episode of Giraffes Don't Eat Steak, hosts Erica and Alex dive into the world of customer experience. Through examples ranging from 80s pop star Tiffany's immersive concert to Virgin Atlantic's customer service, they explore what makes for exceptional customer experiences and how businesses can create loyal customers.

Key Points Discussed

• The importance of creating immersive experiences for customers
• Making customers feel wanted, appreciated and heard
• The impact of consistency in customer experience across all touchpoints
• How small gestures can make a big difference in customer perception
• The role of employee empowerment in delivering great customer experiences
• The connection between customer experience and customer retention

Episode Highlights

[00:02:15] Erica shares her experience at Tiffany's immersive concert
[00:07:30] Discussion on the importance of making customers feel wanted [00:12:45] Alex talks about Virgin Atlantic's approach to customer service [00:18:20] The power of small gestures in enhancing customer experience [00:23:55] The role of employee empowerment in delivering great CX
[00:29:30] How to apply these lessons to different businesses
[00:34:50] Final thoughts and key takeaways

Quotable Moments

"How do you want your customers to feel when they interact with you?" - Erica

"It's not often that I'm buzzing like, almost 24 hours later. That's not normal." - Erica on Tiffany's concert experience

"Don't forget that those numbers represent a person who has, you know, a house, troubles, family, financial issues, the same as you do and everyone else does." - Alex

Resources Mentioned

1. Tiffany (80s pop star)
2. Virgin Atlantic
3. Vinay Palmer's talk on customer experience
4. Gusto (meal delivery service)
5. Ritz Carlton's customer service approach

Actionable Tips

1. Ask yourself: "How do I want my customers to feel after interacting with my business?"
2. Look for opportunities to create immersive experiences for your customers
3. Empower your employees to go above and beyond for customers
4. Focus on consistency in customer experience across all touchpoints
5. Don't underestimate the power of small, thoughtful gestures

If you enjoyed this episode, please subscribe to Giraffes Don't Eat Steak on your favorite podcast platform and leave us a review. Your support helps us reach more listeners!

Have a customer experience story or a question for our hosts? We'd love to hear from you! Reach out to us on the links below.

Next Episode Teaser

Join us next time as we dive into the world of AI with Tom Stanhope. You won't want to miss it!

Erica: https://www.linkedin.com/in/erica-mackay/
Alex: https://www.linkedin.com/in/alex-bilney/

Get in touch with us at The Marketing Detective Agency - www.themarketingdetectiveagency.com

SEO Insights: Consistency, Accessibility, and AI Impact on User Experience - Ep. 44.

Welcome back to "Giraffes Don't Eat Steak," where we bring you expert insights into the world of marketing and business success.

In this episode, we have a special guest, Kelly Drewett, an SEO expert with a wealth of knowledge in website design and SEO spanning over 25 years.

Our conversation delves into the critical aspects of SEO, including the impact of AI-powered search engines, the significance of brand consistency and spelling accuracy and the implications of different search engines on SEO strategies.

We also explore the essential considerations for website accessibility, emphasising the value of creating user-friendly experiences for individuals with visual impairments. Join us as we unravel the complexities and importance of SEO in today's digital landscape.

00:00 SEO History
04:55 User-first approach, avoiding keyword stuffing, design.
10:00 Different fonts may affect people differently. Web accessibility.
14:05 Keyboard navigation important for people with impairments.
15:12 Learning about website accessibility.
19:53 SEO requires balancing design and content needs.
23:03 SEO expert explains on-page and off-page strategies.
26:17 Online presence crucial for small businesses.
30:02 AI-powered search is changing SEO parameters.
31:37 AI searches interesting, but uniqueness still important.
34:55 AI can find quick information, but lacks personal touch.
38:43 Research key phrases, prioritise user experience online.
41:22 Giraffes don't eat steak - next episode preview.

Kelly’s Profile
linkedin.com/in/kellydrewett

Websites

• kaydee.net
• facebook.com/KaydeeWeb
• kaydee.net/blog

Erica: https://www.linkedin.com/in/erica-mackay/
Alex: https://www.linkedin.com/in/alex-bilney/

Get in touch with us at The Marketing Detective Agency - www.themarketingdetectiveagency.com

Title: Master the Art of Networking with Pete Mols

Description:

Unlock the secrets of effective networking with expert Pete Mols in this value-packed episode of Giraffes Don't Eat Steak. Whether you're an introvert dreading your next business event or a seasoned networker looking to up your game, this episode has something for everyone.

Discover:

• Why networking is crucial for business growth, especially for small businesses
• The 7-11-4 formula for building trust and relationships
• Practical tips for introverts to network effectively
• How to find your perfect networking tribe
• The importance of consistency and showing up

Plus, hear host Erica's hilarious story about how wearing pajamas to a networking event led to multiple client relationships!

Key takeaways:

1. Networking is a marathon, not a sprint - focus on building relationships, not making immediate sales
2. Find networking events and formats that suit your personality
3. Use the 7-11-4 formula: 7 hours of interaction, over 11 touchpoints, in 4 different locations
4. Don't be afraid to stand out - it can make you memorable

Whether you're a small business owner, entrepreneur, or professional looking to expand your network, this episode offers practical advice and inspiring insights to help you connect more effectively.

Join hosts Erica and Alex as they chat with Pete Mols about transforming your approach to networking. Tune in now and start building meaningful business relationships!

#NetworkingTips #BusinessGrowth #Entrepreneurship #SmallBusinessSuccess

Erica: https://www.linkedin.com/in/erica-mackay/
Alex: https://www.linkedin.com/in/alex-bilney/

Get in touch with us at The Marketing Detective Agency - www.themarketingdetectiveagency.com

The Power of Tracking: Marketing Attribution Strategies for Businesses - Ep. 42.

Welcome to "Giraffes Don't Eat Steak"!

In today's episode, Erica and Alex dive into the pivotal topic of marketing attribution with special guest, Alex Shrimpton.

The discussion sheds light on the crucial need for businesses to track and attribute their marketing efforts to gauge return on investment at every touchpoint.

From highlighting the accessibility and tracking features of HubSpot to the significance of utilising unique identifiers for offline marketing, the hosts and guest unravel the intricate world of marketing attribution.

Stay tuned as we unravel the importance of tracking and attributing interactions for business success.

00:00 Discussing marketing attribution and tracking expenses accurately.

06:10 Insurance businesses use different approaches for attribution.

08:16 Understanding measurements is critical to support work.

12:33 HubSpot is my go-to choice for CRM.

14:18 Marketing attribution vital for small business success.

18:50 Bob's departure emphasises the need for control.

23:01 Campaign success.

25:35 Last click is the most important.

29:53 Testing small changes, attributing results takes time.

32:13 Understanding online marketing attribution and programmatic platforms.

34:59 Thanks for tuning in. See you next week!

#MarketingAttribution #PodcastEpisode #GiraffesDontEatSteak

Keywords: marketing attribution, tracking, marketing budget, attribution models, QR codes, analytics platforms, programmatic advertising, TikTok, customer preferences, data and measurements, SEO spending, PR spending, CRM systems, HubSpot, call intelligence platform, online interactions, offline campaigns, return on investment, small businesses

Connect with Alex on LinkedIn: https://www.linkedin.com/in/alex-shrimpton
www.infinity.co/uk/

Erica: https://www.linkedin.com/in/erica-mackay/
Alex: https://www.linkedin.com/in/alex-bilney/

Get in touch with us at The Marketing Detective Agency - www.themarketingdetectiveagency.com

Ep. 41 - Mastering CRM: Implementation, Customer Retention Strategies and Data-Driven Decision Making

Mastering CRM: Implementation, Customer Retention Strategies and Data-Driven Decision Making -EP. 41

In this episode of "Giraffes Don't Eat Steak," hosts Erica and Alex dive into the world of customer relationship management (CRM) systems. They discuss the importance of having a CRM, whether it's a simple Excel spreadsheet or a sophisticated digital tool. From managing customer data to avoiding overcommunication, the hosts share valuable insights for businesses of all sizes. Join them as they explore the benefits of step-by-step automation and the impact of understanding customer journeys. Tune in for expert advice and practical tips on optimising CRM systems to enhance business success.

[00:00] Proper data for understanding impacts on customers.
[06:44] CRM systems offer rich, automated sales potential.
[08:33] CRM tools have pros and cons.
[12:09] Implement basic automation step by step, patiently.
[16:51] Record customer journeys to avoid unintentional spam.
[18:25] Identify duplications, send correct messages, honour unsubscribed.
[22:28] Try new technology, don't rush, start small.

Primary Topic: Importance of CRM System
- Definition and significance of CRM
- Different tools for CRM management
- Use of Excel spreadsheets or email providers as CRM
- Benefits of managing customer data
- Discussion on the complexity and overwhelm of CRM systems
- Tips for starting with a basic CRM before progressing to more advanced tools
Primary Topic: Automations and Customer Data
- Importance of tracking customer details for upselling and cross-selling
- The value of automation for nurturing leads
- The need for gradually building and refining automation processes
- The impact of over-communication on customers
- The significance of unsubscribes and acknowledging customer preferences
- Understanding customer responses and feedback
Primary Topic: Customer Retention and Managing Communication
- The focus on retaining existing customers
- The problem of sending irrelevant messages to existing customers
- The impact of poor communication on customer relationships
- The significance of mapping the customer journey
- The need to maintain records and measures to avoid over-communication
Primary Topic: Taking Steps with New Technology
- Encouragement to adopt new technology, despite initial apprehension
- Taking gradual steps in implementing new technology
- Avoiding pressure from salespeople to invest in advanced tools
- The availability of expert assistance for implementing new technology
Primary Topic: Conclusion and Call to Action
- Summary of key points discussed
- Encouragement to check and manage existing CRM systems
- Reflection on the value of the discussion and the need for implementation
- Sign-off and invitation to tune in for future episodes

#CRM #CustomerRelationshipManagement #MarketingTips #BusinessSuccess #PodcastEpisode #GiraffesDontEatSteak

Erica: https://www.linkedin.com/in/erica-mackay/
Alex: https://www.linkedin.com/in/alex-bilney/

Get in touch with us at The Marketing Detective Agency - www.themarketingdetectiveagency.com

Episode 40 - Lessons in Maximising Social Media Engagement and Audience Value.

In this episode of Giraffes Don't Eat Steak, hosts Alex and Erica dive into the fascinating world of social media marketing, using recent UK political campaigns as a case study. They explore the surprising disconnect between ad spend and engagement, discuss the power of controversial content and share valuable insights for businesses looking to maximise their social media impact.

Key Topics:

• Analysis of social media spend and engagement across UK political parties
• The effectiveness of controversial content in driving engagement
• Balancing positive vs. negative engagement
• The importance of understanding your target audience
• Organic vs. paid social media strategies
• Tips for measuring social media success beyond surface-level metrics

Takeaways:

1. High ad spend doesn't guarantee high engagement - content is key
2. Controversial topics can drive engagement, but consider sentiment
3. Understand your audience's "bugbears" to create resonant content
4. Focus on organic growth before investing heavily in paid advertising
5. Measure social media success based on business outcomes, not just likes

Call-to-Action: Tune in next week for more marketing insights and inspiration. If you enjoyed this episode, please leave us a review and subscribe on Apple Podcasts, Spotify, or your favourite podcast platform.

Erica: https://www.linkedin.com/in/erica-mackay/
Alex: https://www.linkedin.com/in/alex-bilney/

Get in touch with us at The Marketing Detective Agency - www.themarketingdetectiveagency.com

Ep. 39 - The Power of Storytelling: Changing Perceptions and Influencing Audiences.

In this episode of "Giraffes Don't Eat Steak," hosts Erica and Alex delve into the power of storytelling, sharing captivating anecdotes from their experiences as a bodyguard and a martial artist.

They explore the impact of preparation in various scenarios, from winning an 11-second fight to safeguarding clients from potential threats.

The conversation weaves through intriguing topics such as the fictional concept of "bicycle face," the influence of marketing narratives and the importance of understanding your audience before accepting business propositions. Join us for an engaging discussion on the captivating influence of narratives and how they shape our perceptions and decisions.

Tune in to discover the enthralling world of storytelling and its implications for business and beyond.

05:56 Focus on identifying and preparing for the threat.

06:47 Client needs details on venue layout and security.

12:49 Relief comes when we stop creating stories.

15:58 "Bicycle face was a supposed women's disease."

16:47 Women switched from hoop skirts to bloomers.

22:47 The power of storytelling can change perceptions.

25:47 Tailor campaigns, understand clients, don't blast ads.

Erica: https://www.linkedin.com/in/erica-mackay/
Alex: https://www.linkedin.com/in/alex-bilney/

Get in touch with us at The Marketing Detective Agency - www.themarketingdetectiveagency.com

Ep. 38 - Event-Driven Marketing: Adapting Strategies to Tap into Customer Behavioral Shifts Throughout the Year.

Welcome to Giraffes Don't Eat Steak, where we serve up marketing stories, tips and insights to help you succeed in the business world.

In this episode, we delve into the world of customer behaviour and the impact of events, seasons, and personal life stages on marketing strategies. They discuss the importance of understanding and capitalising on these cycles, and how it can shape messaging and branding efforts.

Join us as we explore the fascinating interplay between consumer behavior, planned events, and personal milestones and how they can influence your approach to marketing.

Stay tuned for some practical tips and valuable insights that you can apply to your own business.

Erica: https://www.linkedin.com/in/erica-mackay/
Alex: https://www.linkedin.com/in/alex-bilney/

Get in touch with us at The Marketing Detective Agency - www.themarketingdetectiveagency.com