Ep14: Customer retention marketing with Amber Dermoudy from General Assembly & Khoros
01/14/20 • 35 min
What you will learn in this episode
- Why businesses need to focus more on retention
- How to close the loyalty loop
- What Amber is excited about for the future of marketing
- AI in marketing
- How Amber builds thriving communities
- How General Assembly build their community
- “Word of mouth is your highest form of marketing and flattery.”
- What is social messaging?
- Why you need to focus on personal branding > you are your business
- How Amber learns new digital marketing skills
Resources mentioned
Amber’s digital marketing course at General Assembly
Acquiring a new customer can cost five times more than retaining an existing customer.
Increasing customer retention by 5% can increase profits from 25-95%
Digital marketing events and training - Interactive Minds Sydney
Khoros: Online Community & Social Media Management
Is Facebook Messenger the New Email? 3 Experiments to Find Out
In a test at a Hubspot event, the Facebook Messenger broadcasts had an average open rate of 80% and average CTR of 13%. That was 242% and 609% better than our email controls, respectively.
1 in every 3 mobile minutes is spent on Facebook and Instagram
Babblestack – Acquire, engage & serve customers with Live Chat, IVR and Social Messaging
By 2027, 50% of the American workforce will be in the gig economy.
Leonardo DiCatrio on Instagram
Book Recommendations
This Is Marketing by Seth Godin
12 Rules for Life by Jordan B. Peterson
Alive: The Story of the Andes Survivors by by Piers Paul Read
What business would you build on Mars?
I love this question, by the way. Big Elon Musk fan. I think what I'd probably do is open some sort of museum, gallery, or library. Or, a combination of all of those things which allows people to experience where we've come from and also have a space that they can touch physical things that aren't virtual, and physical things from the past to keep us in touch with yeah, like I said, where we've come from, but I guess who we are as human beings before all just AI and a computer, or future arm, we're just plugged in. I think that's what I would do.
Get in touch with Amber
To see the full episode transcript and get a listener exclusive 3 month free trial of Metigy, visit metigy.com/podcast
What you will learn in this episode
- Why businesses need to focus more on retention
- How to close the loyalty loop
- What Amber is excited about for the future of marketing
- AI in marketing
- How Amber builds thriving communities
- How General Assembly build their community
- “Word of mouth is your highest form of marketing and flattery.”
- What is social messaging?
- Why you need to focus on personal branding > you are your business
- How Amber learns new digital marketing skills
Resources mentioned
Amber’s digital marketing course at General Assembly
Acquiring a new customer can cost five times more than retaining an existing customer.
Increasing customer retention by 5% can increase profits from 25-95%
Digital marketing events and training - Interactive Minds Sydney
Khoros: Online Community & Social Media Management
Is Facebook Messenger the New Email? 3 Experiments to Find Out
In a test at a Hubspot event, the Facebook Messenger broadcasts had an average open rate of 80% and average CTR of 13%. That was 242% and 609% better than our email controls, respectively.
1 in every 3 mobile minutes is spent on Facebook and Instagram
Babblestack – Acquire, engage & serve customers with Live Chat, IVR and Social Messaging
By 2027, 50% of the American workforce will be in the gig economy.
Leonardo DiCatrio on Instagram
Book Recommendations
This Is Marketing by Seth Godin
12 Rules for Life by Jordan B. Peterson
Alive: The Story of the Andes Survivors by by Piers Paul Read
What business would you build on Mars?
I love this question, by the way. Big Elon Musk fan. I think what I'd probably do is open some sort of museum, gallery, or library. Or, a combination of all of those things which allows people to experience where we've come from and also have a space that they can touch physical things that aren't virtual, and physical things from the past to keep us in touch with yeah, like I said, where we've come from, but I guess who we are as human beings before all just AI and a computer, or future arm, we're just plugged in. I think that's what I would do.
Get in touch with Amber
To see the full episode transcript and get a listener exclusive 3 month free trial of Metigy, visit metigy.com/podcast
Previous Episode
Episode 13 – The Marketing Scientist Mike Sager talks customer success, data and all things marketing!
What you will learn in this episode
- Why data is so important for your business
- How gamification can lead to data capture opportunities
- Mike’s definition of customer success
- Connecting the data with your marketing strategy
- Make sure that your applications, front end systems, CRM and marketing automation tools are connected straight out of the gate.
- Why progressive profiling can get the right information at the right time from your customers
- Why you need to invest in business intelligence
- Similarities between coaching a football team and coaching a marketing team
- When expanding your business into new international markets > always read history books for that region.
Resources mentioned
Pawssum (Mike’s former pet startup)
90% of the world’s data was created in the last two years.
Book Recommendations
What business would you build on Mars?
It kind of goes back to the fact that our society now is so much built on growth, and we talk about GDP, and there's nothing around climate change, and all the things that are basically we're not exactly doing very right by the world at the moment. So, you go to a new world, fundamentally shift. I like to see a blend of the communal sharing of a company as opposed to just the fact that it's sheer growth, and there's a few people at the top. So, there was a company out of the US. I think it's Chobani. It's a yogurt brand. Once they went public, they shared with every single employee, they all became big shareholders in the company. So, if I go to Mars, I would literally probably do something around mining and terraforming. But every person involved would have a huge share of that company because if you could reset what accompany means, I would completely reset it to where everyone's got to share, we grow, but it's a completely different mindset.
Reach Mike here
To see the full episode transcript and get a listener exclusive 3 month free trial of Metigy, visit metigy.com/podcast
Next Episode
Episode 15: Marketing for restaurants and cafes with Mark Calabro from Hungry Hungry
What you will learn in this episode
- How to create word of mouth buzz for your business
- Challenges facing the hospitality industry
- Upsell tactics (would you like fries with that method)
- Why convenience will always win
- How to start a business in an area you are passionate about
- Before you follow your dream of opening a hospitality business you need to understand the metrics
- Why feedback from customers is so critical for your business
- How to generate genuine reviews for your business
- How Mark has built the Hungry Hungry community
- How Mark tested his business assumptions, invested in technology early on, validated the product and market fit and is now ready to scale.
- Why it’s important to keep in contact with your network (and visit them face to face)
- The process of building the Hungry Hungry app
- Mark’s process of collecting primary data from customers and what he does with it
Resources mentioned
Airbnb: The Growth Story You Didn't Know
9,999 in 10,000 Mobile Apps Will Fail
Entrepreneurs' Organization (EO) is a global network of 12,000-plus influential business owners, with over 160 chapters in more than 50 countries.
Calm.com meditation app
Bulletproof Radio with Dave Asprey - Biohacking Podcast
Book Recommendations
The Five Dysfunctions of a Team by Patrick Lencioni
What business would you build on Mars?
I'm a little bit of a green thumb. In my spare time I've got a little patch of garden where I like to grow all different types of broccoli, I love my greens. So the seeds, I would say the seeds would have to come with me. And I would need to make sure someone brings some water because we don't know how are we going to make them... where there's a will, there's a way. So I'm going to say broccoli seeds and the business would be around something with agriculture perhaps until such point in time that we need an app to order food. But we are going to need to actually cultivate food at the onset.
Get in touch with Mark
To see the full episode transcript and get a listener exclusive 3 month free trial of Metigy, visit metigy.com/podcast
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