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The Single Biggest Driver of Loyalty

Key Customer Growth Podcast with Jermaine Edwards

Release Date: 01/31/2020

RAS Moments show art RAS Moments

Key Customer Growth Podcast with Jermaine Edwards

In episode 13, I discuss something I came across many years ago that has had a gradual impact on my life. RAS moments. These are Random acts of Success. You’ve probably come across these before in your career and life, too. They are successes that we cannot repeat or replicate or to which we can look to predictably produce year-on-year results. And therein lies the problem. If we can’t get the same specific results by doing the same things, then it means we have failed to fully understand exactly what it is that contributed to our success. In the case of customer relationships, this is...

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Customer Mastery show art Customer Mastery

Key Customer Growth Podcast with Jermaine Edwards

In this episode, which is number 12, I raise the issue of obtaining Customer Mastery. Rarely do we hear these two words, "customer" and "mastery", together as a statement. Mostly we hear about excellence. Yet excellence is about the pursuit of something that you endeavour to achieve and grow towards when you apply specific kinds of skills, tools and strategies. Mastery is actually far more comprehensive! My podcast will get you to question achieving mastery by thinking about the engagement with your customers, as well as raising the standards across your entire business to deliver...

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Relational Influence show art Relational Influence

Key Customer Growth Podcast with Jermaine Edwards

In this week’s episode, we explore the powerful realities of B2B relationships based on what we know of the social, psychological and behavioural implications of our interactions with others.   Every relationship we have with our customers is based on an ongoing examination of relevance and value.   In this episode, we explore six powerful B2B relationship drivers:   Trust Expectation Risk Motivation Honesty Challenge   When demonstrated in any client relationship, these six relationship drivers can increase its health, grow your influence and set the stage for working...

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The Single Biggest Driver of Loyalty show art The Single Biggest Driver of Loyalty

Key Customer Growth Podcast with Jermaine Edwards

Every company wants a fanatically loyal customer but very few companies experience this. Even the best and most recognised companies in the world recognise they have to continually prove their relevance to their ideal customer.   In this week’s podcast we discuss: The danger of loyalty misinterpretation. The single biggest driver of loyalty. The seven factors to experiencing intimate loyalty.   For a deeper understanding of the concept, make sure you also check out this week's blog on .

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Are You In The Customer Satisfaction Trap? show art Are You In The Customer Satisfaction Trap?

Key Customer Growth Podcast with Jermaine Edwards

How accurate is your view and knowledge of your customers today?   This is one of the most important questions any organisation or customer leader should ask and have the answers for. Without it, we leave ourselves vulnerable to assumptions that impact our ability to make better customer decisions.   In this podcast episode, we explore the core areas of focus that should be on everyone’s agenda: The misconceptions of customer satisfaction Why satisfaction may not be the best indicator for customer growth What metric to use What you need to do now   For an in-depth analysis...

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Value Pillars: How To Get Unrivalled Value show art Value Pillars: How To Get Unrivalled Value

Key Customer Growth Podcast with Jermaine Edwards

One thing most organisations struggle to communicate and show long term in their market and with their customers is their value. There is much more of an art and science to this than most consider. In this podcast, we’ll go deeper and review the four Value Pillars that shape how we and our organisations can produce value our best customers won’t want to leave. For even more information on this topic, make sure you also read this week's in-depth blog about Value Pillars:

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How to Master Value for Customer Results show art How to Master Value for Customer Results

Key Customer Growth Podcast with Jermaine Edwards

Value is one of the first concepts sales and business professionals hear about - ‘Sell value, not features!’. We’re told to “always provide value”. If we know all this, why do so many leaders and organisations struggle with getting it right? And why do so many clients complain they don’t see it? In the study of value with my customers and evaluation of hundreds of organisations, I have discovered that there are three main reasons this happens but also four disciplines that enable you to deliver value that matters to your customers. In this podcast, we’re going to explore: The...

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The Power of Shaping Your Customer Story show art The Power of Shaping Your Customer Story

Key Customer Growth Podcast with Jermaine Edwards

The power of shaping your customer story.

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The Danger and Power of Customer Best Practices show art The Danger and Power of Customer Best Practices

Key Customer Growth Podcast with Jermaine Edwards

In this episode we go further down the customer growth rabbit hole and explore one of the most dangerous topics for an organisation to ignore: customer best practices.

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How to Prepare to Protect Your Customer Relationships in Difficult Times show art How to Prepare to Protect Your Customer Relationships in Difficult Times

Key Customer Growth Podcast with Jermaine Edwards

In this episode we explore the unavoidable reality of difficult times with our customers. How can you be prepared to effectively manage those moments so you can have repeatable success in any season?

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More Episodes

Every company wants a fanatically loyal customer but very few companies experience this. Even the best and most recognised companies in the world recognise they have to continually prove their relevance to their ideal customer.

 

In this week’s podcast we discuss:

  • The danger of loyalty misinterpretation.
  • The single biggest driver of loyalty.
  • The seven factors to experiencing intimate loyalty.

 

For a deeper understanding of the concept, make sure you also check out this week's blog on The Seven Qualities of Intimate Loyalty.