IN THIS EPISODE:I continue my discussion with Jay Baer, Hall of Fame Keynote speaker and the author of SIX best-selling books which all point to the importance of the customer experience. One of those books is ‘Talk Triggers’ which delves into creating intentional mechanisms within the day to day carrying out of your business which spur your customers to CHOOSE to talk enthusiastically about you to their friends, colleagues and networks. This is without being prompted by you!
This introduces the importance of having a contagious Word Of Mouth (WOM) strategy –which creates involuntary marketers out of your existing customers and ultimately wins you more business (for free!)
If you haven’t listened to the first part of our conversation where we explained what a Talk Trigger is and what the structure of true and impactful Talk Trigger is >> make sure you listen to that one first (https://www.kamguru.com/podcast/episode-9/ (EP009 Crafting Talk Triggers with Jay Baer)). It will help contextualise this second part to the conversation for you.
In the first part to our interview - Jay talked about the criteria for a successful Talk Trigger. To qualify as a Talk Trigger, they need to be:
??????????
(truly worthy of remark and packed with detail that would make for great story telling)
??????????
(given the resources and financial investment that may be required to fulfil these experiences and consistently over time)
????????
(to your business, your industry and your customer demographic)
??????????
(becomes part of the business, and is available at scale to your most important customers, and beyond)
With 91% of B2B decisions being influenced by word of mouth, it is so important that we consider the stories that our key contacts might be telling their networks and design experiences that feed them with great stories to tell.
Have you ever wondered why a deal with a key account is stalling, not going anywhere fast or, at worst, heading in the direction of the competition?
Do you know what stories your key contacts are telling about you when you are not in the room?
 
HIGHLIGHTS FROM THIS EPISODE:This episode really offers up some incredible insight and inspiration from Jay. You will not walk away disappointed in spending the 30mins with us. Plug us in when you next take a walk to get away from your desk.
Jay walks us through the Five Types of Talk Triggers & shares some superb real-life examples of how businesses are using these types in their businesses. He also shares some superb real-life examples of how businesses are using these types in their businesses.
The Five Talk Trigger Types are:
Talk-able Generosity. Where you are not just giving your clients value for money, but also value for free.
Talk-able Speed. Every customer cares about speed, and being nimble is often unexpected. With huge potential for B2B businesses in using pace and reaction times to differentiate, what can you do or improve within your working practices to optimise speed and delight your customers?
Talk-able Usefulness. Being massively helpful and providing informational resources will never go a miss. Maybe you are helping clients to D-I-Y (knowing that your secret sauce is almost never secret.) By removing the fear of giving away too much simply hones in on the right clients who are desperate for your support. Remember that a list of ingredients doesn’t make someone a chef!
Talk-able Empathy. Treating customers with empathy and care used to be the norm, however we have fallen by the wayside. In a world where empathy and compassion is key and we are often suffering from empathy deficit, businesses have a real opportunity to be different in this area.
Talk-able Attitude. Are you ready to push the boundaries - be wacky and different and add attitude to experiences?
This is a really interactive, fun and engaging episode to listen to. It is powerful in its simplicity as well. As David...