Each week on DMJ 1 on 1, Kirby Hasseman takes on a different topic to help provide value to those looking to grow a brand or organization. This time Kirby talks about mastering the 3 R’s of business…and how branded merch can help. Watch now!
How To Master The 3 R’s Of Business with Branded Merch
Mastering the three R’s of business – retention, repeat business, and referrals – is a crucial aspect of any successful enterprise. In this article, we delve into the importance of these three R’s and how branded merchandise can be leveraged to optimize these business aspects. We’ll explore how showing appreciation to your customers can significantly improve retention, how branded merchandise can boost repeat business, and how it can also incentivize referrals, thereby contributing to business growth.
Branded merchandise is not just a marketing tool; it’s a tangible representation of your brand that customers can appreciate and remember. It’s a way to make your business more top-of-mind for your customers, increasing the likelihood of repeat business and referrals. So, let’s dive into the details and learn how to master the three R’s of business with branded merch.
Retention
Customer retention is a vital aspect of any successful business. It’s often said that it’s cheaper to keep an existing customer than to acquire a new one. However, many businesses lose customers due to perceived indifference. This is where showing appreciation to your customers comes into play.
One effective way to show appreciation is through the use of branded merchandise. It’s a tangible way to express gratitude, making your customers feel valued and appreciated. Consider creating a quarterly appreciation program for your top customers, where you can distribute branded merchandise as tokens of your appreciation. This not only improves customer retention but also strengthens your brand’s relationship with its customers.
Repeat Business
Repeat business is the lifeblood of any successful enterprise. It’s a testament to your brand’s quality and reliability. Branded merchandise can play a significant role in increasing the frequency and size of customer orders. A study showed that customers who received branded merchandise ordered 18% faster and 18% more, highlighting the impact of branded merchandise on repeat business.
Offering customers something of value, like branded merchandise, helps them remember your brand when making a purchase. It’s also important to consider where your ideal customer is when they realize they need your brand’s service. By strategically placing your branded merchandise, you can ensure that your brand is top-of-mind when your customer needs your service.
Referrals
Referrals are a powerful tool for business growth. A happy customer is the best brand ambassador, and with the right incentives, they can refer others to your business. Branded merchandise can be an effective incentive for customers to refer others.
Consider creating a referral program where customers are rewarded with branded merchandise for successful referrals. The key here is to utilize quality branded merchandise that represents your brand well. This not only incentivizes referrals but also ensures that your brand is represented positively in the eyes of potential customers.
Conclusion
In conclusion, branded merchandise is more than just a marketing piece; it’s a tool that can significantly improve customer retention, boost repeat business, and incentivize referrals. By strategically utilizing branded merchandise, businesses can ensure that they are always top-of-mind for their customers, leading to increased business growth and success.
Delivering Marketing Joy is an award-winning interview show that helps marketers level up. Each week, Kirby Hasseman interviews the best and brightest minds in marketing to help you level up. This time on Lessons from DMJ, Kirby talks with Jason Friedman on the importance of the customer experience and why boring is beautiful. Watch now!
In this episode of Delivering #Marketing Joy, Jason Friedman, the founder and CEO of CX Formula, delves into the critical importance of designing a customer experience journey. He underscores the necessity of building strong relationships with customers and creating a seamless, frictionless experience. The focus of the discussion revolves around the core concepts of customer loyalty, lifetime value, and the power of referrals. Friedman’s insights shed light on the profound impact a well-designed customer experience can have on customer satisfaction and overall business growth.
Throughout the discussion, Friedman also highlights the often overlooked value of repeat customers and the need to prioritize their satisfaction. He strongly advocates against “random acts of marketing,” suggesting instead a focus on sharing customer stories and experiences to attract the right audience. He introduces the innovative concept of a “kinetic pathway,” which involves reducing friction and increasing momentum in the customer journey. The conversation also touches upon the importance of effective onboarding, emphasizing relationship building over information overload. Lastly, Friedman offers valuable advice on creating an ideal customer script to guide businesses in delivering the desired results.
The Importance of Customer Experience Journey
Jason Friedman places a significant emphasis on the customer experience journey. He believes that businesses should be proactive in designing this journey to ensure a smooth and enjoyable experience for their customers. This involves understanding the customer’s needs, expectations, and preferences, and then tailoring the business’s services or products to meet these requirements.
Friedman argues that a well-designed customer experience journey can have a profound impact on customer satisfaction and business growth. It can lead to increased customer loyalty, higher lifetime value, and more referrals. This, in turn, can result in increased revenue and profitability for the business.
The Value of Repeat Customers
Friedman highlights the value of repeat customers, arguing that businesses often focus too much on acquiring new customers and neglect their existing ones. He suggests that businesses should prioritize the satisfaction of their repeat customers, as they are more likely to become advocates for the business and refer others to it.
Understanding and meeting the needs of repeat customers is crucial. These customers have already demonstrated their loyalty and commitment to the business, and it is important to reward this loyalty by providing them with excellent service and value. By doing so, businesses can encourage these customers to continue supporting them and to spread the word about their positive experiences.
Avoiding Random Acts of Marketing
Friedman advises against “random acts of marketing,” which he describes as marketing efforts that lack a clear strategy or purpose. Instead, he suggests that businesses should focus on sharing customer stories and experiences. These stories can serve as powerful testimonials, demonstrating the value of the business’s products or services and attracting the right audience.
By sharing relevant and relatable stories, businesses can create a strong connection with their audience. This connection can lead to increased trust and loyalty, which can ultimately result in higher sales and profitability.
The Concept of Kinetic Pathway
Friedman introduces the concept of a “kinetic pathway,” which he describes as a customer journey that is designed to reduce friction and increase momentum. This involves removing any obstacles or barriers that may hinder the customer’s journey, and creating a fluid, seamless experience.
The kinetic pathway is different from a traditional customer journey in that it focuses on creating a sense of momentum and forward movement. By reducing friction and obstacles, businesses can make it easier for customers to move through the buying process, leading to higher conversion rates and increased customer satisfaction.
Effective Onboarding
Friedman emphasizes the importance of effective onboarding, arguing that it should focus on relationship-building rather than overwhelming customers with information. He suggests that businesses should help customers understand the relationship they are entering into, and acclimate them to the business’s products or services.
Overloading customers with information during the onboarding process can be counterproductive. Instead, businesses should focus on building a strong relationship with the customer, providing them with the support and guidance they need to get the most out of the business’s products or services.
Creating an Ideal Customer Script
Friedman advises businesses to create an ideal customer script, which can serve as a roadmap for delivering the desired results. This involves pretending to be the customer and writing a script of their experience, and then using this script to guide the business’s efforts.
The ideal customer script can help businesses understand the customer’s perspective and anticipate their needs and expectations. By incorporating elements of the script into the customer experience journey, businesses can ensure that they are delivering a consistent, high-quality experience that meets the customer’s needs and exceeds their expectations.
Conclusion
In conclusion, Jason Friedman offers a wealth of insights and advice on improving the customer experience. He emphasizes the importance of designing a customer experience journey, prioritizing the satisfaction of repeat customers, avoiding random acts of marketing, and creating a kinetic pathway. He also highlights the importance of effective onboarding and the creation of an ideal customer script. To assist businesses in implementing these strategies, Friedman offers a free tool to help improve their customer experience.
At Hasseman Marketing, we work with organizations from all over the map. We have clients in manufacturing, financial services, education, healthcare, retail…and more. But what do all of them have in common? They all need an incredible workforce to deliver their products and services. Without exception, each of these companies needs a great team in order to do their best work.
So how do you attract and retain the best talent for your team, if everyone is trying to do the same thing? It’s the million-dollar question (or for some organizations, the billion-dollar question). And while there are MANY different strategies and tactics to make sure your people want to stick around, one is universal.
Care more.
Employees tend to stay where they are fairly compensated…and they feel appreciated. That appreciation can be shown in many ways. But one way that we have seen organizations showcase their “give a damn” is through Health and Wellness programs. The best Health and Wellness programs not only help employees be healthier but also show that the employer wants them to. As Maya Angelou said, “People will not care how much you know until they know how much you care.”
Why Do You Need A Health and Wellness Program?
While this all may feel warm and fuzzy, a great health and wellness program affects the bottom line too. Many organizations negotiate their healthcare costs based on the health of their employees. In other words, if you are team is healthier, it will save your company money on healthcare costs. But it goes further than that. In a study done on the ROI of employee wellness programs, Harvard researchers conclude that, on average, for every dollar spent on employee wellness, medical costs fall $3.27 and absenteeism drops $2.73. This is a 6-to-1 return on investment.
According to the Rand Wellness Programs Study, the disease management component of the studied wellness program was responsible for 86 percent of the hard health care cost savings, generating $136 in savings per member, per month, and a 30 percent reduction in hospital admissions.
So while you may explore a health and wellness plan because you want your employees to thrive, it can certainly help your bottom line as well.
5 Must-Haves For a Successful Health And Wellness Program
However, there is a challenge with organizations that want to implement a health and wellness program that will move the needle. Where do you start? What do you need to do to make it happen? As with most things, if you just throw it together, it will feel that way. And you won’t get the results or impact you or your organization wants. So here are the 5 things we think your health and wellness program needs to be successful.
Enrollment Plan
For people to make real change they have to be enrolled in the journey. Enrollment is not forced. It’s voluntary. There is a difference between education and learning. Education is forced. Learning is voluntary. We learn faster and grow faster if we WANT to do it. We need to be enrolled in the journey. The goal is not just to get people signed up. You want to get them enrolled! We recommend the 3 E’s to get the program started. Excite, Engage, and Enroll.
Excitement is what you create when you promote the program. This is when you tell the team about the program. You explain the potential results. This is when you talk about the impact on the team and on them personally.
Engage is when you get them to sign up. You give them their first cool branded merch to help them identify as a part of the tribe.
Enrollment is the process of getting their buy-in. They may have signed up, but you need to continue to motivate and inspire them to get started on the right foot!
Design Plan
While you can certainly use your company logo on the merch, we think it works best if you create something special. Make no mistake, your health and wellness design should match your branding guidelines to maintain continuity. But we think having a special design will help to announce to the team who is taking part in the journey. This allows to members of the team to build camaraderie on the journey and to lift each other up. By making a special design for the program, you can make your team members feel special in the process.
Merch Plan
We say all of the time “Friends don’t let friends do bad merch!” And while you might expect to hear that from a company that sells branded merch, we believe it because it’s about affecting human behavior. If you and your organization do trashy branded merch in your health and wellness program it will not encourage people to sign up. And if you don’t get enrollment, you will not affect any change. This does NOT mean you need to break the bank. But you do need to focus on items that will fit the goals and encourage people to jump in. It takes a commitment and a plan.
Communication Plan
If you have ever started a new fitness program, you know that maintaining consistency and motivation is a huge factor in success. We believe that creating a communication (or inspiration) plan that reaches out to participants consistently can help to increase their chances of success. While you may be completely self-motivated, most of us are not. A coach or a voice of encouragement can really help to push people to do their best.
Exercise Plan
A great Health and Wellness plan is not only about exercise anymore. The best plans help your team to focus on mental wellness as well. This might come in the communication/inspiration plan above. But it should include a fitness plan as well. As studies will tell you, your overall fitness will help shape your mental wellness too. So make sure to consider ways to get your team active in a real and positive way!
As you can see, a productive health and wellness program can really have a positive impact on your organization. On the other hand, you can probably see how much there is to run one well. Want help? At Hasseman Marketing, we have a program called Total Wellness. If you want to schedule a call to see how we might help you, click here and we can set it up.
Everyone in business wants to have an iconic and recognizable brand. We want to have a brand like Apple, or Nike, or Harley Davidson. But your brand is much more than your logo. It’s the emotion your customers get when they see your logo. It’s the feeling your company gives people who interact with you. In today’s DMJ 101, I break down 4 Tips on Building a brand from the beginning. Watch now!
4 Tips On Building a Brand
While building an iconic brand has thousands of steps, and likely, thousands of days, here are 4 things you can do to start building yours today.
Do What You Say You Will Do
You might read that and think “Well, of course!” And you should. Of course, we need to do what we say we are going to do. But yet, we all deal with organizations that don’t live up to their own hype all of the time. If you want to build enthusiastic brand ambassadors, you need to start with a strong foundation of doing the basics. Do what you say you will do… every time.
Do Just a Little More
One of the best ways to surprise and delight your customers is to “do just a little more.” If you can consistently deliver on your promise, and then go above and beyond (even just a little), you are on your way to creating a tribe of people that will WANT to tell your story for you.
Own Your Mistakes
There will be mistakes. No matter how hard you try, things sometimes go sideways. What do you do then? The best organizations don’t look around to blame someone else. They work to solve the problem first. When you do that, you can re-channel those frustrations into delight. When things go wrong…go into action.
Create a Quarterly Appreciation Program
We dive deeper into this here, but sometimes your customers leave because they don’t think you care. You never want that to happen. So consider creating a quarterly appreciation program for your best customers. Go to them at least 4 times a year (with branded merch) to show them love. When you do that consistently, and with great merch, you will not only show gratitude. But a reminder of that gratitude will be around them all of the time.
Every year we welcome some of our very best suppliers to join us in Coshocton, Ohio for our annual Customer Trade Show. The show this year was amazing! But we understand that not every person can make it the day of the show. Life gets busy. So we did some of the work for you. Here are a few of our favorite products we saw at this year’s show. You can check them ALL out on our shop here.
5.5″ x 8.5″ Seed Paper Bound JournalBook
The 5.5″ x 8.5″ Seed Paper Bound JournalBook features a seed paper cover and 80 sheets of FSC®-certified recycled lined paper. Includes elastic band, pen loop, ribbon page marker, and back pocket. This was a great item to give to our guests as they walked in the door. Learn more here.
Thor 40oz Eco-Friendly Straw Tumbler
The Bullet Thor 40 oz Eco-Friendly Straw Tumbler features durable double-wall construction to keep your beverages hot or cold in any environment. Food-grade recycled straw is included for easy reuse daily. The Thor has a 40-ounce capacity for fewer refills and features a slim base that fits into most cupholders, a comfortable carry handle, and a splash-proof press-on lid with two openings and a swivel closure, friendly to both Sippers and Chuggers!
12-Month Custom Planner
You might love the calendar on your phone, but many people still love to have the monthly planner calendar to keep things straight. This one includes a full-color imprint on the front and back cover in order to show off your brand.
Colorwav Soundbar
The ColorWav sound bar adds a new dynamic to your home sound system with its slim black construction and RGB-illuminated grill. Its multi-colored lights behind the grill light up your logo and create an impressive statement while high-quality sound fills the room. The compact size is perfect for various spaces, and the full-color packaging makes it an ideal gift for staff or VIP clients.
27 oz Denali Stainless Steel Vacuum Tumblers
Help your clients get excited for their morning commute with these 27 oz. Denali stainless steel vacuum tumblers! This attractive mug features double-wall vacuum insulation and a clear lid to keep your beverage at your preferred temperature and prevent any spills while on the go. The Ridge Deco-inspired design makes this tumbler stand out from the crowd of travel mugs and a product that people will be proud to bring everywhere. Not only is this tumbler secure, eye-catching, and large enough to hold as much of your favorite drink as you need, but it is also environmentally friendly with a BPA-free construction! Promote your brand on a mug you and your clients can feel good about!
And as always, we want to provide you with value. So if you want to create marketing campaigns (and appreciation gifts) that really hit the TARGET, check out our TARGET marketing playbook here.
