Welcome to this week’s edition of The Creative where every week you get 3 tips, 1 book, and 1 quote to help you become a better business person and marketer.

Before we dive into today’s message, my new book is almost out! Be sure to pre-order using the link HERE.

Onto today’s message:

For your marketing to stand out in 2024 you must do these 4 things:

Success in the crowded online space isn't just about completing transactions, it's about weaving a superior customer experience that exceeds expectations.

But you don’t need to overcomplicate it.

In fact, the more convoluted the journey becomes, the more friction you create, and the more likely you are to lose customers.

By focusing on the fundamentals, you’ll quickly position yourself ahead of the competition.

First, create the right…

1. Customer-Centric Culture

Brian Halligan, the brain behind HubSpot, advocates a customer-centric culture.

Imagine a company where every employee is in sync with customer needs, empowered to exceed expectations, and acknowledged for customer wins.

So here’s what you do.

• Establish a company-wide culture that is attuned to customer needs

• Empower employees to exceed customer expectations

• Prioritize and integrate customer feedback into decision-making

• Recognize and reward exceptional customer-centric efforts.

After that, it’s time to design a smooth…

2. Frictionless Journey

For your customers, every interaction should be hassle-free.

From website browsing to purchasing, to post-purchase support.

Varied support channels

Think user-friendly interfaces

Seamless experience across platforms.

To make this happen.

• Map out the entire customer journey, pinpointing touchpoints and potential issues.

• Prioritize user-friendliness, making interfaces intuitive.

• Offer various support channels. Phone, email, chat, and social media.

• Maintain consistency across platforms for a harmonious customer experience.

And make sure all of the above is…

3. Consistent Quality

Neil Patel emphasizes delivering quality in EVERY interaction.

Invest in training

Set clear expectations

Monitor performance metrics

Monitor customer satisfaction and resolution rates to align with customer expectations.

But don’t forget...

4. Customer-Focused Data

Dive into data to...

• Anticipate needs

• Address concerns

• Create personalized experiences

• Collect and analyze surveys, website tracking, and social media engagement.

Tailor...

• Support

• Marketing messages

• Product recommendations

…based on this information.

The customer journey isn't a one-time effort; it's an ongoing process.

To make your brand memorable...

• Listen attentively

• Adapt to evolving needs

• Create a seamless, consistent customer journey.

Doing this ensures a customer experience that’s not just remembered, but one that leaves a lasting impression.

In doing so, you'll not only meet the market's demands but also set a new standard for excellence in customer engagement.

3 Tips

Getting the Right Tool: Sometimes the right tool makes all the difference. We can waste time or money trying to make a combination of things work when we just need to get the right tool.

If there’s a specific job that needs regular work, consider the tools necessary to do it well as part of the cost of that job.

Keep Like Things with Like: This is one of those maxims akin to, “a place for everything and everything in its place.”

When organizing your home or workspace, consider what things seem related to each other when you think about them. Then, put those things near each other.

This will help if you forget where something is kept. You’ll likely remember where other similar items are stored.

Time, Tasks, and Information: There are three broad categories you need to manage well to be productive and keep track of your productivity: your time, your tasks, and your information.

Whether analog or digital, use tools to intentionally manage these three areas of your life. This will help productivity feel less overwhelming.

1 Book

The Comfort Crisis, by Michael Easter - Although this book isn’t about productivity or business per se, the principle is a helpful one.

This book is a great motivator for doing hard things and replacing a comfortable life with a strenuous one.

Quote

“No matter how great the talent or efforts, some things just take time. You can’t produce a baby in one month by getting nine women pregnant.” – Warren Buffett

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Thanks for reading!

Keep growing,

Brian Town
Michigan Creative
Founder & CEO

P.S.

Whenever you’re ready, here are 3 ways I can help:

• Check out our blog HERE where I write about all things marketing and leadership, and where I interview other successful business owners and entrepreneurs.
  

• I’ve coached hundreds of business owners, helping them reach their goals and become the best entrepreneurs they can be. Learn more about my coaching program.
  

• As a Fractional CMO, I come alongside you and your business to help you reach your highest goals. Consider learning more and booking me for a 15min call HERE.