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The Single Biggest Driver of Loyalty

Key Customer Growth Podcast with Jermaine Edwards

Release Date: 01/31/2020

Solving Customer Problems in a Crisis show art Solving Customer Problems in a Crisis

Key Customer Growth Podcast with Jermaine Edwards

We’re living in uncertain times right now. In fact, a VUCA (Volatile, Uncertain, Complex, Ambiguous) world. Not just as business customer leaders but in our personal lives, too. That’s why this week's episode of the Key Customer Growth podcast is about solving problems you didn’t see coming, just like the current crisis. I made it specifically about dealing with your customers. Life loves to throw curve balls and there will most likely be many more coming your way from a business and a personal perspective; we need to make sure we’re ready for them. Join me as I cover strategies to get...

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The KAM Customer Life Cycle show art The KAM Customer Life Cycle

Key Customer Growth Podcast with Jermaine Edwards

The latest episode of the Key Customer Growth podcast is out and it’s a good one! I talk about something I haven't heard spoken about in the key account context. It's usually only used in terms of marketing and sometimes from a sales perspective but never really as identified steps that are helpful for somebody managing a portfolio of top customers or a key customer themselves, where it can be really powerful. And this thing is.... the Customer Life Cycle. In this case, The Key Account Management (KAM) Life Cycle. So the big question here is… How do we know what stage our customer...

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Why Your Customer Conversations Might Suck show art Why Your Customer Conversations Might Suck

Key Customer Growth Podcast with Jermaine Edwards

How do you rate the quality and impact of your customer communication and conversations today? The reality is, we often overestimate the quality and impact of them. It’s important that we provide enough space to think about what we can do to improve them significantly, what might be missing or what's possible if we chose to be more intentional with customer communication and conversations. Don’t allow George Bernard Shaw’s quote of “The single biggest problem in communication is the illusion that it has taken place” to go unrecognized. Just because you say something doesn't mean they...

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Buying Decisions show art Buying Decisions

Key Customer Growth Podcast with Jermaine Edwards

In this week’s episode of the Key Customer Growth Podcast, we’re covering the buyer’s process, in particular that of your most important customers. Have you ever been surprised by a customer's decision to not choose you, especially when you thought you were their number one choice? You took all the right steps, controlled the process and ticked all the boxes but for some reason, the customer either decides to do nothing or, worse still, they go with a competitor! Why do they do this and how can we stop it? Fact: once we’ve acquired a customer, they may not always see you as their...

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Growth Systems show art Growth Systems

Key Customer Growth Podcast with Jermaine Edwards

In this week's episode of the Key Customer Growth podcast, I talk about Growth Systems. Growth Systems are the most important systems and practices needed to support growth drivers. If you don’t know what growth drivers are, make sure you . Growth Systems enable you to effectively assess how well you’re really doing in key areas. They stop you leaving money on the table and impact your long-term results within your business and with your customers. When applied, growth systems can lead to an increase in revenue by four times! Without them you won’t be able to properly leverage, grow and...

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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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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.