Owners Mindset: Getting Programmed for Customer Success

Owners Mindset: Getting Programmed for Customer Success

This is Episode 72 of This Old New Business weekly business podcast with Jeff Korhan and Chris Brogan.

In this episode, Chris Brogan and I continue the conversation we started in Episode 2 on entrepreneurship.

If you don’t know Chris Brogan, he has worked with some of the biggest brands, like Disney, Microsoft, and Google. He is also the CEO of Owner Media Group, a sought after public speaker, and the New York Times bestselling author of eight books which all have been printed by these Managed Print Services.

Listen to the audio for the exclusive, first-time public announcement of details about his upcoming ninth book!

Most importantly, Chris provides education and tools to help you make your life and your business thrive, by teaching you which actions will get you what you want.

Owners Take Responsibility and Prepare

Owners Mindset: Getting Programmed for Customer Success Chris Brogan explains our core duty is to serve. That mindset can belong to the owner of a business or any of its team members that buy into the mission.

Here’s how he breaks down the owners mindset.

#1 – Take Ownership – Assume responsibility for preparing and programming your business and life.

#2 – Take Action – Make those plans actionable and execute them.

#3 – Make Content – Tells stories that connect people with how you serve.

#4 – Nurture Community – Help people do more of what they want to do.

#5 – Build a Marketplace – Deliver value that earns you the right to sell to the people you serve.

Customer success happens when people get what they want from your business. It’s not just increasing customer satisfaction, but taking responsibility for connecting, consistently communicating and nurturing relationships to build trust.

I’d love to hear your thoughts on the owners mindset. Meet me over on Twitter to take the conversation further.

Key Take-Aways

  • Chris Brogan’s insider tip for getting programmed for success is simply being helpful. When you make that your core mission, then execution of the business or job or whatever naturally works.
  • Learn more about Chris Brogan by Googling Chris (seriously!) – he’s the second one. Or you can go to ChrisBrogan.com or learn more about his training at Owner.Media.
  • If you want his best, subscribe to Chris Brogan’s newsletter. You’ll quickly learn if he is the one to help you take your business to the next level.

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About the Author:  Jeff Korhan, MBA, is the author of Built-In Social: Essential Social Marketing Practices for Every Small Business and host of This Old New Business podcast.

He helps organizations use media to create exceptional customer experiences that drive business growth in a digital, social and global world. Connect with Jeff on LinkedInFacebook, and Google+

4 Pillars of Online Marketing Success

4 Pillars of Online Marketing SuccessToo many businesses are overwhelmed with social media, and for good reason. Even those with abundant resources cannot manage all of the major social media channels well. Facebook advertising alone is a major undertaking.

If you narrow your focus to one or two channels, then it’s only a matter of building the discipline of doing at least one thing each day to get results. We’ll get to that later; because social media is just one of 4 pillars that comprise a solid online marketing foundation.

Here they are in order of importance.

#1 – An Optimized and Responsive Website

Online marketing always starts with content. So, every business needs an SEO optimized and mobile responsive website as its digital home. This is why I’m partnering with New Rainmaker to help small businesses build and maintain this essential digital marketing asset.

Besides educating your community about how your business can help them, the primary purpose of your website is building your list.

#2 – A Growing Email Newsletter Audience

Yes, growing your email newsletter list is just as important as having a first class website, maybe more. This content marketing asset is your business lifeline. It’s how you can reach out to your community, regardless of what’s happening with the social networks.

#3 – A Regularly Published Blog

Now you need a place on the web to share your content. This could be any of the social media channels, but I’m going to suggest starting with a blog on a domain you own. Here’s why.

Most newsletters only have an open rate of 20%, more or less. So, for a small time investment, why not extend the life of that content in part or full by publishing it to your blog? There it will live forever, and be available for sharing on the social web.

#4 – One or Two Active Social Media Channels

Once you have those three components in place, it’s necessary to choose your best social media networks. Considerations should be YouTube, LinkedIn, Twitter, Facebook, Google+, Instagram, and Pinterest. These are the majors.

To give you an example of how this works, take a look at the social shares on this podcast interview with Google+ expert Martin Shervington. Martin focuses on one network – Google+. Those 200+ shares are proof that his engaged Google+ community is enormously responsive to what he shares with them.

That’s all there is to this. Create content that serves a useful purpose. Own it. Then use social media to build a community around it that loves it as much as you do.

Here’s how to build the practice for doing this well.

Build the Discipline of One

This is very simple. Just create a daily or weekly plan of one activity that will improve your online marketing. The key is actually writing out a schedule and sticking with it. If you need a free source for downloading blank calendar templates, try this one.

How is your business doing with each of the 4 pillars?

Most of us need to upgrade our websites. Try breaking that down into small action items. Then do one thing every day that leads to their completion. In regards to your newsletter, blog, and social media updates, your business is either doing them consistently or it isn’t.

In addition to scheduling your online marketing, consider scheduling your other sales and marketing activities. I have a daily schedule for calling and emailing at least one small business association that has hired me in the past for reconnecting and letting them know new ways I can help their members. This can also be a good time to ask for a referral.

Smart marketing is simply doing smart things consistently well. Tweet this

To get there, just start with consistency and the “doing them well” will come along soon enough.

About the Author:  Jeff Korhan, MBA, is the author of Built-In Social: Essential Social Marketing Practices for Every Small Business and host of This Old New Business podcast.

He helps mainstream businesses adapt their traditional growth practices to a digital world. Connect with Jeff on LinkedInTwitterFacebook, and Google+

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