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The Secret To Making Your Customers Love You

Name: The Secret To Making Your Customers Love You
Uploaded: 2022-09-06T21:00:10+00:00
Duration: 48 s
Channel: Shanli Liu, CPA, CTP
Description: In this excerpt from Shanli Liu’s talk, two speakers discuss how businesses can foster deep customer loyalty by focusing on relationship‑based…

6 Sept 2022 · 1 min

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In this excerpt from Shanli Liu’s talk, two speakers discuss how businesses can foster deep customer loyalty by focusing on relationship‑based experiences rather than just product delivery. Speaker A highlights Gym Launch’s investment in a 40‑person support team, emphasizing that consistent, personal support around life events creates intangible value that keeps customers attached to the people behind the brand. Speaker B stresses the importance of asking new customers why they are joining, recognizing that different buyers have distinct problems even when purchasing the same product. By gathering this insight, businesses can craft a personalized roadmap that delivers the most relevant content quickly, avoiding information overload and dramatically increasing perceived value. Together, the conversation underscores that lasting loyalty stems from human connection, tailored experiences, and efficient value delivery.

Chapters

A lot of people actually look at Gym Launch and they say, oh, it's a digital information business. I'm like, dude, we had a 40-person support team because we were so focused on the experience. Like every time someone had a baby, a wedding, a birthday, a holiday, I made a certain amount of money, we're constantly pouring into them. And I think that's the intangible stuff that people don't want to leave because they have relationships. The relationships and the feeling that you give those people is longer lasting than the education all in all, because people are loyal to a person, not necessarily to a thing.
Asking people why they're joining sounds really simple and obvious, but people are solving different problems when they're buying the same thing. And so having a personalized experience for how they're going to consume the product and the service at the onset, giving kind of like a unique roadmap is one of those things that will dramatically enhance the value that they're receiving from the program because usually most people deliver way more stuff than someone can consume. And so it's like, okay, how can I give you the shortest path to getting the value that you want the way you want to receive it?