Creating Wow! Factors That Enhance the Customer Experience and Generate More Referrals

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Lindsay Dawson
6 years ago
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1 Creating Wow! Factors That Enhance the Customer Experience and Generate More Referrals

2 RedBird Fitness, LLC Lee Vallely, Founder, Owner, and Co-Director Elisabeth Kristof, Owner and Co-Director RedBird Fitness LLC 500 San Marcos, Suite 101 Austin, Texas redbirdpilates.com Rb360online.com

3 Founding Members Recognizing and nurturing your early adopters

4 Recognizing Early Adopters Customers who buy from an unproven brand are a very different breed from those who buy two years later. Behaviors and expectations: 1. Driven to be first 2. Want to be seen as cool among peers 3. Motivated by ability to influence product 4. Easily frustrated with sales people 5. Create buzz (good and bad) 6. Research constantly 7. Often become super fans

5 Manage Your Efforts As a founder, your time is valuable. Spend your time with and nurture those who can buy now. Quid Pro Quo Factor: Rewards programs Shout outs on social media Gift packages Promoting their passions or business Asking for their input in surveys, conversations, gatherings

6 Testimonials Early adopters are highly connected They talk a lot both when happy and unhappy They are willing to give testimonials, so ask for it They want to be the star, not you- you be Yoda, they are Luke Skywalker- you are the mentor who guides and challenges with your programs and online content

7 Distinguish Yourself Determining what distinguishes, not just what differentiates your brand

8 WOW Factor Starts With Distinguishing Yourself Know your client Know their pain point Know your core competencies Know your key success factors

9 Know Your Client Who do you serve? Conduct surveys Ask the right questions. MINDBODY reports Self-profile

10 RedBird Woman

11 Know the need you fill Identify your client s pain point Example: Day in the life Case Study: The RedBird client strives to be at the top of her game, has limited time and is frustrated with mediocrity and inefficiency. She is looking for inspiration, community, expertise and both physical and mental stimulation.

12 Identifying Core Competencies Use client pain point to identify core competencies Efficient, effective, results-driven programming Inspiration, by exemplifying the work Welcoming, intelligent, present teachers A consistent RedBird experience and methodology Well-organized and consistent client events Exemplary customer care Innovative, evolving programs

13 Three Key Success Factors Extrapolating and defining Key Success Factors from core competencies Case Study: RedBird Success Factors People (teacher and staff) Programs Community

14 Build Programs and Services That WOW Use core competencies and client data to build programs/services that speak directly to your client s pain point and gives them the specific results they are seeking. Clients to Evangelists

15 The Value of Assessment Proven results generate client referrals

16 Business Development Cycle

17 How Do You Stay Passionate for the Long Haul? Are you still the insurgent you started out to be when you founded your business?

18 The WOW Killer- Burnout 1. Recognize it: We get so busy, we trudge on and don t even realize we are settling for mediocrity. 2. Find a source that fills you - Self Care 3. Continuing Education 4. Systemizing connection with clients and staff The WOW factor started with your passion - PROTECT IT!

19 Staying True to Your Mission Have a clearly defined mission statement Everything comes back to mission statement: Programming, Presentations, Events, Staff Trainings, etc. Staff education of mission Client education of mission Ultimately the above reinforces -FOR YOU- what your mission is and keeps your passion alive.

Thank You Lee Vallely lee@redbirdpilates.

20 Thank You Lee Vallely Elisabeth Kristof Thank you to our sponsors:

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