Notes & Quotes
Highlights from my notes feed
I originally came to Substack to write long-form posts because it allows me to express myself in a different way than on social media, which has never really been my thing. After Substack launched a ‘Twitter-like’ feed to share quick thoughts and ideas, I have been positively surprised that my notes are actually getting quite good engagement!
Thanks to everyone who is engaging with my content in my Substack notes feed 💙
I understand that not everybody has the time or can engage in the notes feed on a regular basis, which has given me the idea that I could also extract and surface some of the best content from there and deliver it to your email inbox as a summary post.
This post is the first issue of a new post format which I will call ‘Notes & Quotes’.
Notes
Your customer might not remember the price they paid.
But they will always remember the service and how you made them feel.
Your job is not to become friends with the customer.
It’s to support, challenge and enable the customer to achieve their goals.
They say new sales are the lifeblood of a business.
In that case, existing customers are the heart.
Take good care of it.
Customers don’t want products, they want solutions to their problems.
Be customer-centric, not customer-led.
Sales & Marketing work in lockstep, but retaining and growing existing customers is 5-25x cheaper than acquiring new ones.
Does that change how you think about your existing customers?
A happy customer tells another 5 people about their experience.
An unhappy customer tells another 20 people about their experience.
In the social media age, they will tell the whole world about it.
To create clarity in your customer strategy, narrow down the scope by defining what you are NOT going to do.
Customer value is about value to the customer.
Not how much value the customer generates for the company.
10.
Quotes
“Customer service is the new marketing.”
— Jay Baer
“Stop selling. Start helping.”
— Zig Ziglar
That’s it. That’s the post!
Please take a second to share your thoughts in the poll below.
Best regards,
Jens
MUSICAL CODA
I'm publishing 3x per week for Founders but my notes are more frequent on course - 50% educational and 50% fun (I can't help myself) 🤓