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The Power of Environment

Why the Environment is More Important Than the Pitch Itself

Creating Know, Like, and Trust

I’m an Apple junkie. The thought of switching to the Apple platform was terrifying about 25 years ago when my trusted IBM ThinkPad died on me.

However, I was persuaded by the design team I employed to make the move.

Since then, the Mac & iPhone has revolutionised my workflow, and I’ve long been an admirer of Apple’s quality products and user-friendly interface. While some complain about the premium prices, from my perspective, the longevity of their products and the seamless ecosystem far outweigh any perceived cost implications.

A recent visit to the Apple Store’s Genius Bar reinforced a powerful truth about sales: the environment in which a product is presented can be more influential than the product itself.

Apple’s Genius Bar: A Masterclass in Creating the Right Environment

When a friend of mine had problems with his iPhone a few weeks ago, I gladly accompanied him to the Apple Store’s Genius Bar to investigate. We stood in the queue and realised there would be a short wait, but a friendly employee approached us, quickly assessed the problem, and made an appointment for a one-on-one consultation with an Apple Genius. We then went off to enjoy a coffee in the mall’s coffee shop during the 20-minute wait.

The experience was unique, and it dawned on me that Apple had created an environment that perfectly aligns with Robert Cialdini’s principles of persuasion. We were told we would be dealing with a “Genius,” which immediately instilled a sense of authority. The one-on-one consultation made us feel valued, and the relaxed, non-pressurised environment, combined with the presence of many others seeking assistance, created a sense of community.

Through a combination of expertise, trust-building, problem-solving, and a welcoming atmosphere, the Genius Bar prepares customers to be open to the sales process without feeling like they are being sold to. This ultimately leads to higher customer satisfaction and increased sales.

The ultimate sales cliché of Know, Like, and Trust had been fully established.

The Historical Power of Environment in Sales

This concept of environment over pitch isn’t new. History is full of examples where the setting played a crucial role in sealing deals or influencing outcomes.

Julius Caesar’s Palace:
Julius Caesar didn’t just rely on his oratory skills to persuade; he used the grandeur of his villa’s gardens to impress visiting dignitaries. The opulent surroundings spoke volumes about Rome’s power, often more convincingly than any words could.

Thomas Jefferson’s Monticello:
Thomas Jefferson’s Monticello wasn’t just a home; it was a carefully crafted environment that helped him win over diplomats and politicians. The architectural brilliance and serene setting made visitors more agreeable to his proposals, proving that sometimes, the setting is as persuasive as the speaker.

Henry Ford’s Factory Floor:
Henry Ford knew that the sight of his efficient, cutting-edge assembly line would impress potential investors and partners far more than any pitch. The environment of innovation and progress he created in his factories was a testament to the future of manufacturing, making it easier to secure buy-in.

Why This Matters for Your Business

As a business owner, controlling the environment in which your potential customers engage with your brand gives you a significant advantage. When you own the environment, you control the experience. This is where platforms like your own website and email newsletters come into play.

On social media, algorithms decide who sees your content, when they see it, and if they see it at all. You’re at the mercy of constantly changing rules and platforms that are designed to serve their interests, not yours.

But when you build your audience through your email list or website, you’re in control.

You decide what your audience sees and when they see it. You can create a consistent, welcoming environment where your potential customers can get to know, like, and trust you over time—without the interference of third-party platforms.

The Power of Ownership

Yes, it takes more effort to build and maintain an email list or a website. It requires dedication, consistency, and patience. But the rewards are worth it. By owning your environment, you can:

  • Consistently reach your audience with the right message at the right time.
  • Build trust through regular, valuable content.
  • Nurture relationships without worrying about algorithms or platform changes.

The Daily Grind Pays Off

The daily grind of establishing an audience, educating them, and building those critical “Know, Like, Trust” factors is far better served through a medium you control.

 

Newsletter Options

Your email marketing campaigns and your website allow you to craft the ideal environment for your offers, ensuring your message is seen and heard by the right people.
More info on Options

Digitally First but Physically Enhanced

The Online Business Model has usurped the Physical Business Presence as the primary business presence. Physical businesses now support the online versions.

This transitioning has been fraught with difficulty but has been terribly exciting. Successful transients are alive with possibilities…

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The Power of the Environment in Sales Read More »

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Collaborate

The Hidden Gold Mine in Your Business:

Why Client Retention Trumps New Acquisitions

Client retention

In the fast-paced world of modern business, it’s easy to get caught up in the endless pursuit of new clients. The thrill of landing a big account or expanding into new markets can be intoxicating.

However, as a seasoned online marketer, I’ve learned a valuable lesson that I believe every business owner should take to heart: sometimes, the real gold mine lies not in chasing new prospects, but in nurturing and retaining the clients you already have.

A Lesson from the Past

Let me take you back to my formative years, long before the digital age revolutionised how we do business. As a teenager with a passion for photography, I landed a holiday job at Photoquip, a bustling photographic shop in East London, South Africa. This experience, under the mentorship of the shop’s owner, the late Rod Sanders, shaped my understanding of customer relationships in ways that still influence my business philosophy today.

The Pre-Digital Era: A Different Business Landscape

Picture this: it’s the late 1970s, and television has only recently made its debut in our country. Digital cameras are still the stuff of science fiction. Our bread and butter at Photoquip was the “develop and print” service. Every day, hundreds of customers would drop off their film canisters, eagerly anticipating the moment they could collect their prints two days later.

Building a Community: More Than Just Transactions

The shop had a unique atmosphere, almost like a barbershop. Professional photographers and serious amateurs would gather not just to drop off film or collect prints, but to exchange ideas, share experiences, and draw inspiration from one another. It was a vibrant community bound together by their shared passion for photography.

The Epiphany: Recognising the Value of Regular Customers

As a young employee with a keen eye for observation, I noticed something that would later become a crucial business insight. Some of our regular customers, the backbone of our business, would come in looking rushed or anxious. Yet, our standard practice was to engage them in conversation first, serving walk-in customers in between. We took our regulars for granted, assuming they were there for a chat.

A Simple Change, A Significant Impact

One day, I suggested to my bosses that we change our approach. We started prioritising our regular customers, giving them the choice to chat or quickly complete their transaction. The feedback was immediate and positive. We had unknowingly been neglecting the very people who formed the core of our business.

The Modern Business Dilemma: Balancing Growth and Retention

This experience taught me a valuable lesson that I’ve seen repeated countless times in various businesses: the danger of chasing after new clients while taking loyal customers for granted.

In today’s digital age, with advanced technology and business systems at our fingertips, it’s easier than ever to serve a larger customer base and satisfy diverse needs quickly.

This efficiency, however, can lead us to overlook the importance of nurturing existing relationships in our pursuit of growth.

Key Questions for Business Owners

Consider these questions:

  1. Do you know how often your customers return?
  2. Are you aware of their evolving needs and preferences?
  3. Do they know about all the products or services your business offers?
  4. How do you continue to build relationships with existing clients whilst pursuing new business?

The Allure of the New vs. The Value of the Loyal

The human tendency to be attracted to the “next big thing” or potentially lucrative deal is understandable. However, this pursuit of the new shouldn’t come at the expense of the loyal customers who form the bedrock of your business – your bread and butter.

The Surprising Impact of Customer Retention

Here’s a startling fact: according to research by Bain & Company, increasing customer retention rates by just 5% can lead to profit increases of 25% to 95%. This statistic underscores the immense potential that lies in focusing on your existing client base.

Simple Strategies for Powerful Results

Retention strategies don’t have to be complex or expensive. Simple actions can yield significant results:

  1. Personalized communication: Use your customer data to tailor your messages and offers.
  2. Loyalty programs: Reward repeat business with exclusive benefits or discounts.
  3. Regular check-ins: Proactively reach out to customers to ensure their needs are being met.
  4. Feedback loops: Create channels for customers to share their thoughts and experiences, and act on this feedback.
  5. Continuous value addition: Regularly introduce new features, products, or services that address your customers’ evolving needs.

Beyond Retention: Creating Brand Advocates

Remember, it’s not just about retaining customers; it’s about turning them into advocates for your brand. Satisfied, long-term customers are more likely to refer others, providing a sustainable source of new business without the high costs associated with traditional acquisition methods.

Looking Ahead: The Power of Small Improvements

In the coming weeks, we’ll delve deeper into practical strategies for improving customer retention. I’ll show you how making small, 10% improvements in various areas of your business can compound to double your profits. It’s a powerful illustration of how focusing on what you already have can lead to substantial growth.

The Timeless Lesson

The lesson I learned at Photoquip all those years ago still rings true today: while the allure of new business is strong, the real path to sustainable growth often lies in nurturing and retaining the customers you already have. It’s time to shift our focus from constantly seeking the new to cherishing and growing what we already possess.

Use Newletters to Connect

Client retention is based on trusted relationships between people we like to do business with. There is no better way to build relationships with than by using newsletters.
More on MailJams Newsletter Service

Digitally First but Physically Enhanced

The Online Business Model has usurped the Physical Business Presence as the primary business presence. Physical businesses now support the online versions.

This transitioning has been fraught with difficulty but has been terribly exciting. Successful transients are alive with possibilities…

Client retention Read More »

Connect with your target market
Know thyself

Thought Leadership:

Punching Above Your Weight in Business

Thought Leadership is survival

In today’s competitive business landscape, thought leadership is not just a buzzword; it’s a necessity. For small and medium-sized businesses (SMBs), the ability to punch above their weight can be the difference between thriving and merely surviving. If you’re not changing perspectives, leading the conversation in your industry, being an influencer, or driving the industry forward, then what are you doing? Nobody should settle for being second best.

Catherine de' Medici’s Influence on French Cuisine

To understand the power of thought leadership, let’s take a historical detour to the 16th century. Catherine de’ Medici, an Italian noblewoman who became the Queen of France, profoundly influenced French cuisine. Her introduction of forks and refined dining transformed French society, setting new standards for elegance and sophistication. This historical example offers valuable lessons for modern leadership.

Parallels to Modern Leadership

  1. Innovation and Change: Just as Catherine introduced forks to French dining, modern leaders must introduce innovative ideas and practices to their industries. Innovation is the lifeblood of thought leadership. Without it, businesses risk becoming stagnant and irrelevant.
  2. Cultural Transformation: Catherine’s influence extended beyond the dining table; she transformed French culture. Similarly, thought leaders today must aim to create cultural shifts within their industries. This involves challenging the status quo and inspiring others to follow suit.
  3. Setting Standards: Catherine set new standards for dining etiquette and culinary excellence. Modern thought leaders must also set high standards in their fields, whether through quality, ethics, or customer service. Setting the bar high encourages others to elevate their own practices.
  4. Influence and Reach: Catherine’s impact was far-reaching, influencing not just the French court but society at large. Thought leaders today must leverage various platforms to extend their influence, from social media to industry conferences. The goal is to reach a broader audience and drive meaningful conversations.

Modern Parallels and Comparisons

  • Steve Jobs and Apple: Much like Catherine, Steve Jobs transformed the tech industry with his visionary leadership. His focus on design and user experience set new standards and changed how we interact with technology.
  • Elon Musk and Tesla: Musk’s relentless pursuit of innovation in the automotive and space industries mirrors Catherine’s transformative influence. His work has not only advanced technology but also inspired a new generation of entrepreneurs.
  • Oprah Winfrey: Oprah’s influence in media and philanthropy showcases how thought leadership can extend beyond business to impact society positively. Her ability to connect with people and drive important conversations is a testament to her leadership.

Small Business Thought Leadership Examples

1. Local Expertise: Small businesses can leverage their deep understanding of local markets to position themselves as thought leaders. For instance, a local bakery could share insights on sourcing organic ingredients from nearby farms, thus promoting sustainability and supporting the local economy.
 
2. Niche Specialization: By focusing on a specific niche, small businesses can become go-to experts in that area. A boutique marketing agency specializing in social media strategies for eco-friendly brands can share case studies and success stories, showcasing their unique expertise.
 
3. Community Engagement: Engaging with the community through events, workshops, and social media can help small businesses build a loyal following. A local gym could host free fitness classes in the park, sharing their knowledge on health and wellness while fostering community spirit.
 
4. Collaborations: Partnering with other small businesses or influencers can amplify your reach and credibility. For example, a small coffee shop could collaborate with a local artist to host art exhibitions, creating a platform for both to share their stories and attract a diverse audience.
 
5. Newsletter Service: Utilizing a newsletter service like MailJam can help small businesses spread their ideas and insights to a broader audience. Regular newsletters featuring industry trends, tips, and company updates can establish the business as a thought leader and keep the audience engaged.
 
These strategies can help small businesses punch above their weight and drive their industries forward by embracing thought leadership principles.

One Woman Changes Everything

The lessons from Catherine de’ Medici’s influence on French cuisine are clear: innovation, cultural transformation, high standards, and broad influence are key components of thought leadership. For SMBs, embracing these principles can lead to significant competitive advantages.
 
As you reflect on these historical and modern examples, consider how you can apply these lessons to your own business. Are you challenging the status quo? Are you leading the conversation in your industry? Are you setting new standards? If not, it’s time to start. The future belongs to those who dare to lead. 
 
By understanding and implementing these strategies, SMBs can not only punch above their weight but also drive their industries forward. So, take the leap, embrace thought leadership, and watch your business soar.

Are you ready to lead

Reflect on your current business practices and identify areas where you can introduce innovation and set new standards. Engage with your industry through a newsletter service, social media, blogs, and events to extend your influence. Remember, the goal is not just to participate in the conversation but to lead it. Your journey to becoming a thought leader starts now.
Are you ready to take the first step?

Digitally First but Physically Enhanced

The Online Business Model has usurped the Physical Business Presence as the primary business presence. Physical businesses now support the online versions.

This transitioning has been fraught with difficulty but has been terribly exciting. Successful transients are alive with possibilities…

Thought Leadership Read More »

Connect with your target market, Know thyself and your target market
Email marketing

Embracing Innovation in Networking and Communication:

Rethinking the Business Card

In today’s fast-paced digital world, the traditional business card seems like a relic of the past. How often do you find yourself handing out business cards, only for them to end up in the recycling bin? It’s time to rethink our approach to networking and communication in the modern age.

Adapting to the Changing Landscape

Gone are the days when people would diligently input your contact information into their address books. We need innovative solutions that cater to the evolving needs of our tech-savvy society. When we attend networking events or business meetings, we must adapt to the changing landscape.

  • Imagine having RFQ-based cards that allow for seamless transfer of contact details with just a tap.
  • Consider incorporating QR codes on your mobile phone screen, linking directly to your online profiles or website.
  • Instead of relying solely on physical cards, why not collect email addresses and send valuable content that strengthens your relationship with potential clients?

 

Implications for Marketing Strategies

As we embrace these new methods of networking and communication, it’s essential to consider the broader implications for our marketing strategies. Just as technology has revolutionised the way we exchange information, it has also transformed the way businesses connect with their audience.

Think about the parallels between the evolution of business cards and other marketing tools. Are there outdated practices in your current strategy that could benefit from a modern makeover? By staying ahead of the curve and embracing innovative approaches, you can elevate your brand and engage with your target audience more effectively.

So, the next time you reach for a stack of business cards, pause and reflect on the changing nature of communication in the digital age. Let’s challenge ourselves to think creatively and adapt to the shifting landscape of business interactions. Your marketing strategy is a reflection of your willingness to evolve – are you ready to embrace the future?

Digitally First but Physically Enhanced

The Online Business Model has usurped the Physical Business Presence as the primary business presence. Physical businesses now support the online versions.

This transitioning has been fraught with difficulty but has been terribly exciting. Successful transients are alive with possibilities…

Rethinking the business card Read More »

Connect with your target market
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