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How To Know Your Customer’s Habit | Will Leach

From Audio: [Special Episode] The Mindstate Marketing Hour #16 with Will Leach - The ROI Online Podcast Ep. 80

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station description Steve Brown believes you, the entrepreneur, are the invisible hero of today’s econo... read more
The ROI Online Podcast
Duration: 02:50
Will Leach and Steve Brown talks about rituals, habits and familiarity as tools to keep your customers from leaving.
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Will Leach and Steve Brown talks about rituals, habits and familiarity as tools to keep your customers from leaving.
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Yeah, So I read this book. It's a really good book. Patrick Hanlon is the author of This book is called Primal Branding, and it talks about the seven pieces of social code that need to exist in a brand. And so, while you're talking, I'm thinking about this right? And so when we talk about habit, one of the things that brands really well defined brands do They have certain rituals that the people that are attached to them are familiar with and enjoy. So rituals like Maybe when you go into Starbucks, you know the language. But you know the ritual as you're gonna walk in and smell the beans. There's the people on Say hi to the people sitting there on the WiFi and go and do your order. Or like if you go into Apple store, the ritual of going and touching everything that's on on their those rituals are habits that we do that make us feel safe and familiar. Yeah, I know I love it, and that's safe and familiar. That's how you feel. If you are with a friend, you know you can count on that friend for certain things. Um, and your best friend. You count on a lot of things. Why? Because you know them more than just one part of their life. You knew them? Your best friend. You know them as different parts. Uh, father son, business owner, friend. All these different roles that we talked about every so often. So I started thinking myself, If I'm a brand, then I would start. And I wanted to become a trusted business ally, which is very important, I think, because of trusted business. Ally is not the guy I go to for just my you know, my consulting a trusted business. Allies somebody go to for advice. And that could be personal advice or business advice. Like if you curate that kind of connection with with your top customers, they'll they'll never leave you. Pandemic or not, they won't leave you because they'll come to you even more often because they trust you in a way that is innately deeper than building some sort of a superficial category loyalty. You're the best tasting, you know, uh, cereal that I have. It's just it's just not there anymore. And so I started thinking myself, How is that built out for me? and my company about building attachment. I think I've been doing this, not with all my customers. Unfortunately, maybe that's the issue, but with certain customers. And I thought about one customer that I think I've built attachment to, and then I. Then I start thinking about a business coach of mine who was built attachment with me, and I was thinking about that. That was those relationships, and those are for the person who built the attachment, have been very profitable and very, very meaningful, actually.
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