Organizational Reputation Momentum

Yesterday’s lunch at Disney Springs.

Did you know that:

Customer satisfaction does not lead to customer loyalty?
Emotions trump everything else you offer in your customer’s experience?
Your customer’s loyalty is the most important business success metric?

Imagine if you could:

Learn the single criteria for ensuring and growing customer loyalty?
Equip your entire workforce to easily do more than they are paid to do to surprise and delight your customers?
Replicate and scale customer loyalty day in and day out?

You don’t have to imagine it. You’ll discover how to do all the above in the next 60 minutes, and you’ll not only hear the insights, you’ll experience many of them first hand before you leave this room.

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1. Open with 3 questions that introduce startling statistics or facts your listeners don’t know – but would like to know – about the:

* Scope of the problem you’re solving.

* Urgency of the issue you’re addressing.

* Dramatic shift in the trend or topic you’re discussing.

Are you thinking, “Where do I find these startling statistics or surprising facts?

You GTS – GOOGLE THAT STUFF. Just enter the following questions into your favorite search engine:

* What are shocking statistics about ____________ (your subject?)

* What are changing trends in ________ (your industry or profession?)

* What is recent research about _____ (the problem you’re solving?)

* What is startling news about _____ (the issue you’re addressing?)

2. Use the word IMAGINE linked with 3 aspects/benefits of your program that everyone in your audience would find appealing.

* By verbally painting the ideal scenario your program delivers; everyone is on the edge of their mental seat eager to hear more because they’re thinking, “Sounds good. Who wouldn’t want that?!”

3. Say, “You don’t have to imagine it…” and then offer real-world evidence showing how your program has already produced tangible results so audience members know this isn’t “too good to be true;” they can trust it (and you) because it has a successful track record and has helped people just like them get the results they want.

Best yet, all the above can be condensed into a succinct 60 second opening.

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This website is about our WORK. To ponder posts about our HQ, click here.

Hello Again Apple

Yesterday picking up a replacement part at Apple Store.

The vibe was this: without Cheryl’s pre-authorization, i wouldn’t be leaving with her Apple Watch replacement. Neither one of us thought a pre-authorization was necessary because i had the physical ticket. Essentially then, the assumption was that i procured the ticket “unauthorized”. That’s kinda creepy. And yes, i know there are some “bad apples” that make these policies necessary – what is the employee’s latitude to use good judgement? i’ll never know because Cheryl actually answered her phone.

Was reminded how important relationships are when it comes to our emotional connection to a brand.

Emotional connections with every customer are such a challenging task for any company to scale.

And many of the 2,000 companies i saw while at Disney Institute continue to have the tremendous opportunity to:

Believe what feels impossible isn’t.
Design (architect) structure and processes to support scalable, world-class customer “wow.”

Without an emotional connection, we can’t be sure the organization loves us and values us and wants us to be ridiculously happy.

As i looked around the Apple store yesterday, i didn’t see anyone i knew. If they hadn’t been able to reach my wife in Pennsylvania while i waited, i wouldn’t have left with her new Apple Watch replacement. Apple Care replaced her damaged (from a drop) Watch with a new one. Cheryl gave me the bar-coded receipt to pick it up while she is gone.

i honestly couldn’t comprehend having to drive home without the Watch.

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This website is about our career health. To leave this site to read today’s post on my home health website, click here.

On April Fool’s Day 2009, jeff noel began writing five daily, differently-themed blogs (on five different sites). It was to be a 100-day self-imposed “writer’s bootcamp”, in preparation for writing his first book. He hasn’t missed a single day since.

The Art of Disney Brand Loyalty

We want him to book his next vacation to Disney before he leaves this one.

The Art of Disney Brand Loyalty: World-class strategies and tactics learned from 30-years at Disney

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This website is about our WORK. To read today’s post on my HQ website, click here.

Disney Brand Loyalty summary

Disney Brand Loyalty summary:

Brand Loyalty:

Brand reputation drives long term profit more than everything else combined. Your reputation is your brand, and it’s the first thing your customer thinks of when they hear or see your name. How will they think of you?

Program Overview:

Your Promise | Delivering Your Promise | Connecting Emotionally

Has anyone ever broken a promise to you? How did it feel? Probably pretty lousy, right? Think about this from a brand perspective. What if a brand broke a promise, how would you feel? Just as lousy and you’d most likely tell your friends, family, and colleagues about your terrible experience. Now, what if this brand belonged to you? It’s scary to think about your brand in an unfavorable way. But brand love and loyalty is easy, and it starts with a promise that you deliver, every time, no exceptions. And when you deliver on your promise, you build a good reputation. When you build a good reputation, you build trust. Promise, reputation, and trust all feed into emotion, and when you build an emotional connection with your customer, they remain loyal to your brand.

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This website is about our career health. To leave this site to read today’s post on my home health website, click here.

On April Fool’s Day 2009, jeff noel began writing five daily, differently-themed blogs (on five different sites). It was to be a 100-day self-imposed “writer’s bootcamp”, in preparation for writing his first book. He hasn’t missed a single day since.

5 Brand Loyalty questions

5 Brand Loyalty questions:

Do you have a clear, concise, and compelling customer promise?
Does every employee know the company promise?
Are your employees assertively friendly?
Are your products and services worth the price?
Do your products and services align with what you want your customers to identify with?

__________

On April Fool’s Day 2009, jeff noel began writing five daily, differently-themed blogs (on five different sites). It was to be a 100-day self-imposed “writer’s bootcamp”, in preparation for writing his first book. He hasn’t missed a single day since.

This website is about our career health. To leave this site to read today’s post on my home health website, click here.