The B2B Marketing & Sales Podcast

Are your customers satisfied?
Yawn.
Show Notes:
[00:02:00] PART1:

1. The concept of customer satisfaction

• The importance of satisfying customers
• The issue of using satisfaction as a metric

1. The evolution of customer satisfaction measurements

• The early days of customer satisfaction measurements
• The rise of the Net Promoter Score (NPS)

[00:10:00] PART2:

1. Critiques of the NPS

• The problems with using NPS as a sole measurement tool
• The challenge of interpreting and acting on NPS scores

1. Alternatives to NPS

• The 1-to-5 rating scale and its benefits
• The importance of focusing on the experience rather than the score

[00:22:50] PART3:

1. Critiquing the NPS methodology

• The arbitrary nature of the 1-to-10 scale
• The limitations of measuring intentions rather than actions

1. Improving customer satisfaction measurement

• The value of consistency in measurement
• The importance of actionable insights from survey data

1. The power of unexpected, exceptional experiences

• The difference between satisfying and delighting customers
• The significance of being proactive in creating memorable customer experiences

Conclusion:

• Thank you for listening to the B2B Marketing and Sales Podcast
• Encouraging listeners to subscribe, rate, and review the podcast

Please note that the time indications are approximate and may not correspond exactly to the actual podcast content.

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Follow Dave:
https://www.linkedin.com/in/davidloomis/
Get Dave's book: Marketing Is Everything We Do
Interested in learning how Voice of the Customer can grow your business? Contact Dave: [email protected]
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Follow Steve:
https://www.linkedin.com/in/steveamiller/
Get Steve's bestselling book: Uncopyable: How to Create an Unfair Advantage Over Your Competition
Want to learn how to generate more business without spending a ton of moolah, and separate yourself from the competition? Steve's online presentations and consulting will make you UNCOPYABLE! Contact him: [email protected]

WARNING! Improvement is not innovation...and innovation is essential if your aim is to survive in today’s business environment.
In this episode, Tables are turned a bit and The VOICE, Dave Loomis, interviews Steve, aka Kelly's Dad, about his just-released book, STEALING GENIUS: The Seven Levels of Adaptive Innovation.
Stealing Genius lays the foundation for a dramatic, and long-overdue, shift in 21st-century strategic marketing and branding. Most executives and decision-makers are now focused on improving what they already have. They want better versions of the products and services they know about or understand. However, fixating on improvement in today’s world is a dangerous path—one that ultimately leads to commoditization and irrelevance.
People don't buy because you're similar to the competition! Learn HOW you can generate new ideas for being uniquely and valuably DIFFERENT!
Get Steve's book on Amazon: https://amzn.to/3yGwgQN.

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Follow Dave:
https://www.linkedin.com/in/davidloomis/
Get Dave's book: Marketing Is Everything We Do
Interested in learning how Voice of the Customer can grow your business? Contact Dave: [email protected]
=============
Follow Steve:
https://www.linkedin.com/in/steveamiller/
Get Steve's bestselling book: Uncopyable: How to Create an Unfair Advantage Over Your Competition
Want to learn how to generate more business without spending a ton of moolah, and separate yourself from the competition? Steve's online presentations and consulting will make you UNCOPYABLE! Contact him: [email protected]

Studying the Buyer Journey has been around for years, but there have been significant changes since the Internet and COVID arrived. For example, SiriusDecisions (now part of Forrester Research) found that 67% of the buyer’s journey was done digitally. They reported their findings in 2013! In Forrester's Predictions 2022 report they state:
Persistent digital engagement will become the norm, with 70% of marketers adopting an “always on” digital engagement strategy in 2022. The stakes are high — 17% of B2B buyers said that the competence demonstrated during the buying process was the most significant driver of purchase choice, far ahead of the relationship with the sales rep (5%) or customer references (6%).
How are you handling the buyer journey in your business? How well do you understand the buyer journey or how to use it for your business to be more successful? The buyer journey has stages or cycles that you take your customer through before, during, and after purchasing.

In this episode of the B2B Marketing and Sales podcast, Steve Miller and Dave Loomis talk about the buyer journey, its four stages, and how to successfully establish it in your marketing strategy.

Dave explains the four stages of the buyer journey and why he believes it’s a recurring cycle that takes the customer from awareness to experience and back again through the retention process. Steve explains the importance of talking to your customers differently as you consider their different buyer journeys.

Listen in to learn the importance of ensuring your buyer isn’t just aware of your business but also takes the action to build a relationship with you.

What You Will Learn in this Episode:

· [2:06] The four stages/cycles of the buyer journey; awareness, consideration, purchase, and experience.

· [5:30] The trade fair booth analogy – how to impact your customer before they come in to buy and after they buy.

· [10:40] The nurturing stages of the buyer journey – the middle stages that can often be overlooked.

· [13:29] How to specifically target customers based on their individual buyer journeys.

· [15:18] How to talk to your customers differently while considering their different journeys.

· [16:48] Don’t leave your customers at the awareness stage, ensure they take the next step towards building a relationship with you.

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Follow Dave:
https://www.linkedin.com/in/davidloomis/
Get Dave's book: Marketing Is Everything We Do
Interested in learning how Voice of the Customer can grow your business? Contact Dave: [email protected]
=============
Follow Steve:
https://www.linkedin.com/in/steveamiller/
Get Steve's bestselling book: Uncopyable: How to Create an Unfair Advantage Over Your Competition
Want to learn how to generate more business without spending a ton of moolah, and separate yourself from the competition? Steve's online presentations and consulting will make you UNCOPYABLE! Contact him: [email protected]

4. THE Dave Loomis and Not-The-Rockstar Steve Miller interview John Jantsch, author and founder of the best selling book, "Duct Tape Marketing," about his new book titled, "The Ultimate Marketing Machine: 5 Steps to Ridiculously Consistent Growth."

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Follow Dave:
https://www.linkedin.com/in/davidloomis/
Get Dave's book: Marketing Is Everything We Do
Interested in learning how Voice of the Customer can grow your business? Contact Dave: [email protected]
=============
Follow Steve:
https://www.linkedin.com/in/steveamiller/
Get Steve's bestselling book: Uncopyable: How to Create an Unfair Advantage Over Your Competition
Want to learn how to generate more business without spending a ton of moolah, and separate yourself from the competition? Steve's online presentations and consulting will make you UNCOPYABLE! Contact him: [email protected]

This episode emphasizes the concept of "prompt engineering," which Dave and Steve define as a superpower that is evolving every day. They discuss the use of AI, like Chat GPT 4, and their potential in providing accurate information or performing certain tasks. The guys highlight the importance of giving clear instructions to a chatbot to get the desired results. They also discuss the use of AI in competitive intelligence and advantage. The video touches on the importance of understanding customer needs and desired outcomes to provide effective solutions. Dave & Steve also discuss the use of different types of equipment in various industries, emphasizing the need for efficiency and safety.
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Show Notes
1. **Introduction**: Hosts Dave Loomis and Steve Miller introduce the topic of the discussion - the application of AI in marketing.
2. **Prompt Engineering**: The hosts discuss the concept of "prompt engineering," a superpower that is evolving every day. They encourage listeners to experiment and learn more about this concept.
3. **AI Chatbots**: The use of AI chatbots, like Chat GPT 4, is discussed. The hosts share their experiences with different versions of chatbots and their effectiveness in providing accurate information or performing certain tasks.
4. **Giving Clear Instructions**: The importance of giving clear instructions to a chatbot to get the desired results is emphasized. The hosts share tips on how to interact effectively with AI chatbots.
5. **Understanding Customer Needs**: The hosts discuss the importance of understanding customer needs and desired outcomes to provide effective solutions. They highlight potential challenges that arise when companies try to meet customer demands without fully understanding the implications and costs involved.
6. **Use of Equipment in Industries**: The discussion touches on the use of different types of equipment in various industries, emphasizing the need for efficiency and safety.
7. **AI in Competitive Intelligence**: The hosts discuss how companies can use AI for competitive intelligence and advantage. They share insights on how AI can be used to gain a competitive edge in the market.

=============
Follow Dave:
https://www.linkedin.com/in/davidloomis/
Get Dave's book: Marketing Is Everything We Do
Interested in learning how Voice of the Customer can grow your business? Contact Dave: [email protected]
=============
Follow Steve:
https://www.linkedin.com/in/steveamiller/
Get Steve's bestselling book: Uncopyable: How to Create an Unfair Advantage Over Your Competition
Want to learn how to generate more business without spending a ton of moolah, and separate yourself from the competition? Steve's online presentations and consulting will make you UNCOPYABLE! Contact him: [email protected]