Topic: How to Put an IRON CAGE around your customers/clients
[12:31:14 PM] Ginger Marks says: Welcome all to Networking 101!
[12:32:14 PM] Julie Wolf says: hi Ginger
[12:32:34 PM] Ginger Marks says: Hi there Julie. Haven't seen you here for a while
[12:32:46 PM] Ginger Marks says: Thank you for taking time out of your busy day to join us.
[12:33:14 PM] Ginger Marks says: I have a feeling this hour is going to go very quickly, even TOO!
[12:33:57 PM] Ginger Marks says: Anyone else here want to say hello?
[12:34:21 PM] Ginger Marks says: Julie, looks like you are DND
[12:34:29 PM] Larissa Glueck says: Yes hello Ginger, hello Julie
[12:34:35 PM] Ginger Marks says: Hi Larissa!
[12:34:42 PM] Ginger Marks says: All the way from Germany!
[12:34:47 PM] Larissa Glueck says: yes
[12:34:53 PM] Larissa Glueck says: here is dark now
[12:34:57 PM] Ginger Marks says: Did you know I am coming back to Switzerland this spring?
[12:35:03 PM] Larissa Glueck says: no
[12:35:06 PM] Ginger Marks says: :D
[12:35:08 PM] Larissa Glueck says: great when?
[12:35:15 PM] Ginger Marks says: Apr 26-Jun 15
[12:35:20 PM] Larissa Glueck says: just a visit or to stay?
[12:35:24 PM] Ginger Marks says: coming home the day before my anniversary
[12:35:30 PM] Ginger Marks says: visit once again.
[12:35:38 PM] Ginger Marks says: taking baby steps
[12:35:40 PM] Larissa Glueck says: cool
[12:35:55 PM] Julie Wolf says: fun Ginger
[12:35:58 PM] Ginger Marks says: we'll chat about that later.
[12:36:00 PM] Larissa Glueck says: I will meet you there again
[12:36:09 PM] Larissa Glueck says: yes
[12:36:09 PM] Julie Wolf says: will you visit Xarah & Larissa again?
[12:36:17 PM] Julie Wolf says: oh ok
[12:36:19 PM] Ginger Marks says: I sure hope so!
[12:36:30 PM] Larissa Glueck says: well, Xarah is living in switzerland
[12:36:47 PM] Larissa Glueck says: I visited it only
[12:37:03 PM] Larissa Glueck says: I miss the seaside there.
[12:37:23 PM] Ginger Marks says: You should check with Rinheart and see if he can put you up again.
[12:37:34 PM] Larissa Glueck says: where will you stay?
[12:37:49 PM] Ginger Marks says: we'll chat later, K?
[12:37:53 PM] Larissa Glueck says: ok
[12:37:57 PM] Ginger Marks says: So how is everyone today?
[12:38:02 PM] Larissa Glueck says: busy
[12:38:11 PM] Ginger Marks says: Are you ready for a very important topic?
[12:38:15 PM] Larissa Glueck says: I am working on an e-book
[12:38:21 PM] Larissa Glueck says: yes
[12:38:30 PM] Ginger Marks says: Hi Bev, I see you in the background. Come out and wave at us. ;)
[12:38:45 PM] Ginger Marks says: cool Larissa, what about?
[12:39:30 PM] Larissa Glueck says: topics related to my work. Why charisma give a hint of great skills
[12:40:16 PM] Larissa Glueck says: so what is todays topic Ginger?
[12:41:28 PM] Ginger Marks says: In todays economic down turn it is imperative that we focus on client/customer retention.
[12:42:04 PM] Ginger Marks says: So, today we will be discussing How to Put an IRON CAGE around your customers/clients.
[12:42:44 PM] Ginger Marks says: When you think of customer retention what comes to your mind first?
[12:42:57 PM] Larissa Glueck says: who want to be in an iron cage?
[12:43:38 PM] Ginger Marks says: I'll explain that principle shortly, Larissa
[12:43:44 PM] Xarah says: hi everybody
[12:44:02 PM] Ginger Marks says: Hi Xarah from Switzerland!
[12:44:07 PM] Larissa Glueck says: the quality of the service and the the custonmer orientation of the products
[12:44:16 PM] Larissa Glueck says: Hi Xarah
[12:45:11 PM] Ginger Marks says: yes, quality of service and products is important for sure. However, is that enough to make sure your customer doesn't go to your competitor when they offer a bigger discount?
[12:45:58 PM] Ginger Marks says: This is why we need to find ways to make your offering so alluring that the customer, even given a choice, will stay loyal to you.
[12:46:07 PM] Ginger Marks says: This is the IRON CAGE principle.
[12:46:38 PM] Ginger Marks says: Simply sending a card or flyer every so often, is this enough to do it?
[12:46:44 PM] Larissa Glueck says: If I go under it and can´t pay the costs I have for the product or service than they have to go to someone else anyway after a certain time
[12:46:57 PM] Xarah says: no, i think the customer must feel she's in good hands, know the person who is behind it, has to feel, they "cheat" when they go buy the same product somewhere else
[12:47:26 PM] Larissa Glueck says: yes
[12:47:50 PM] Xarah says: being cheaper doesn't cut it, it's no use to anybody if you go out of business
[12:47:52 PM] Ginger Marks says: yes, Xarah. And how do we do that? What can you think of to offer that would make them feel that way? or DO?
[12:48:01 PM] Ginger Marks says: AMEN!
[12:48:25 PM] Xarah says: just today a webclient told me he would follow me on the hosting service because he doesn't know anybody where he's site is sitting now, he does not feel he has to be loyal to them
[12:48:28 PM] Ginger Marks says: Remember the old adage, "You get what you pay for."
[12:49:08 PM] Ginger Marks says: So building a relationship is key then for you Xarah?
[12:49:41 PM] Delores Chappel says: Good Morning Ladies...
[12:49:48 PM] Larissa Glueck says: yes relationships make the difference
[12:49:51 PM] Ginger Marks says: HI Delores, welcome.
[12:50:00 PM] Larissa Glueck says: Hi Delores
[12:50:05 PM] Ginger Marks says: we are discussing customer/client retention
[12:50:11 PM] Delores Chappel says: (wave)
[12:50:30 PM] Delores Chappel says: I read through a little...
[12:50:30 PM] Ginger Marks says: trying to come up with ideas that will make it so painful for the client to go to your competitor that they don't.
[12:50:44 PM] Ginger Marks says: feel free to pipe in if you have any ideas.
[12:51:29 PM] Larissa Glueck says: It helps if you give them hints upfront
[12:51:35 PM] Delores Chappel says: I think just coming from your heart and being sincere and personable... People can see real honesty and they will go with that rather than lower prices.
[12:51:59 PM] Larissa Glueck says: If you have a shop and say you only can order ten items from something
[12:52:22 PM] Ginger Marks says: We we have realized that it is a mistake to believe that if you provide exceptional products and services your customers will be loyal. The fact is that just the opposite is occurring and customer loyalty is harder and harder to accomplish.
[12:52:27 PM] Larissa Glueck says: than you inform the good customers upfront when you know they are interested in it
[12:53:02 PM] Larissa Glueck says: It is just part of it
[12:53:06 PM] Ginger Marks says: This is just not enough
[12:53:15 PM] Ginger Marks says: right Larissa
[12:53:39 PM] Ginger Marks says: So you have to offer them something that WILL work.
[12:53:53 PM] Larissa Glueck says: It shows the customer you had thought about their interests
[12:54:15 PM] Larissa Glueck says: and they feel special
[12:54:50 PM] Delores Chappel says: I'm lost... Larissa - what shows the customer you were thinking of them?
[12:55:05 PM] Ginger Marks says: I am going to throw out an idea and tell me what you think.
[12:56:00 PM] Larissa Glueck says: if you inform them upfront frm a special offer
[12:56:10 PM] Larissa Glueck says: ok, shoot
[12:56:17 PM] Delores Chappel says: oh..
[12:56:42 PM] Ginger Marks says: With membership sites popping up all around us we need to consider how to make a membership site and then offer the members such great value that if they leave they will loose the benefits, so they don't and won't and even CAN'T.
[12:57:04 PM] Larissa Glueck says: yes
[12:57:19 PM] Ginger Marks says: The discounts and bonuses offered should be well over the cost of the membership.
[12:57:40 PM] Ginger Marks says: This is where joint ventures and cross marketing can be very beneficial.
[12:58:03 PM] Larissa Glueck says: yes
[12:58:13 PM] Delores Chappel says: hmmmm I think I see another door opening...
[12:58:23 PM] Ginger Marks says: So what kinds of ideas does this inpire for your business?
[12:58:26 PM] Larissa Glueck says: how to show that your programm is different from all the others
[12:59:14 PM] Ginger Marks says: Maybe Julie has some insight on how to even go about setting up a membership site.
[12:59:18 PM] Larissa Glueck says: I think most interesting is crosspromoting with different kind of businesses
[12:59:33 PM] Delores Chappel says: I really cannot think of anything right now but the idea of cross marketing sparked something...
[12:59:45 PM] Larissa Glueck says: Most cross promote with people of the same field only
[12:59:51 PM] Ginger Marks says: I know Jerrilynn is big on Cross marketing.
[1:00:06 PM] Ginger Marks says: Like fields, Larissa.
[1:00:13 PM] Delores Chappel says: Do you mean like Banner Xchange kind of things
[1:00:21 PM] Larissa Glueck says: I think crosspromoting with other fields is a great idea
[1:00:35 PM] Larissa Glueck says: No
[1:00:40 PM] Ginger Marks says: that could be one thing you could offer, yes.
[1:00:58 PM] Larissa Glueck says: so I could crossmarket with ginger maybe
[1:01:01 PM] Delores Chappel says: or maybe endorsing each other
[1:01:08 PM] Larissa Glueck says: yes
[1:01:21 PM] Larissa Glueck says: and giving each other testimonials
[1:01:29 PM] Delores Chappel says: got it
[1:01:49 PM] Larissa Glueck says: Or I could crosspromote with an artist as well
[1:02:05 PM] Ginger Marks says: An example, I design business stationary.
[1:02:14 PM] Larissa Glueck says: as long as we agree on the topics and way how to deal with customers
[1:02:41 PM] Ginger Marks says: Perhaps I should get in touch with a paper supplier and a printer who could offer a deep discount for their products.
[1:02:46 PM] Delores Chappel says: kind of like the twitter rule we discussed last week - where you recommend others
[1:03:02 PM] Ginger Marks says: Then make that resource availbale to my members only.
[1:03:13 PM] Larissa Glueck says: yes
[1:03:18 PM] Ginger Marks says: More than recommending, SET IT UP!
[1:03:24 PM] Larissa Glueck says: yes
[1:03:33 PM] Ginger Marks says: You see the difference?
[1:03:48 PM] Larissa Glueck says: yes
[1:03:56 PM] Delores Chappel says: yes - arrange a cross recommend - is that what you mean?
[1:04:16 PM] Ginger Marks says: Make it so enticing that it actually painful for them to go elsewhere.
[1:04:39 PM] Ginger Marks says: yes, Delores.
[1:05:21 PM] Ginger Marks says: Can you think of anything that would benefit your clients/customers in your businesses?
[1:05:28 PM] Ginger Marks says: along these lines?
[1:06:06 PM] Ginger Marks says: Pretty quiet here. ;)
[1:06:31 PM] Delores Chappel says: I went and got a Biscotti to go with my espresso! :P
[1:06:32 PM] Larissa Glueck says: You must see the thinking clouds ginger
[1:06:36 PM] Ginger Marks says: :D
[1:06:41 PM] Ginger Marks says: lucky you!
[1:06:47 PM] Delores Chappel says: :D
[1:06:51 PM] Larissa Glueck says: I ate oranges
[1:07:01 PM] Ginger Marks says: I haven't had a My Little Taste of Italy biscotti ( http://www.mylittletasteofitaly.com/ ) in so long I forgot how wonderful they taste. Better fix that!
[1:07:06 PM] Delores Chappel says: that sounds alot smarter Laissa
[1:07:10 PM] Ginger Marks says: Time to get back in touch with Mama Gloria.
[1:07:38 PM] Ginger Marks says: Yes, Larissa is wise beyond her years! What you are seven now, right?
[1:07:47 PM] Ginger Marks says: :)
[1:08:04 PM] Larissa Glueck says: no I turned 9 last month
[1:08:10 PM] Ginger Marks says: :D
[1:08:17 PM] Ginger Marks says: anyway.
[1:08:25 PM] Ginger Marks says: OK, here's another idea.
[1:08:40 PM] Larissa Glueck says: ok, I listen
[1:08:43 PM] Ginger Marks says: set up a rewards program
[1:08:53 PM] Ginger Marks says: Loyalty Rewards
[1:09:15 PM] Delores Chappel says: wouldn't you have to have some kind of software for that?
[1:10:02 PM] Ginger Marks says: These participating businesses inform their customers that for every dollar they spend they will accumulate rewards in the form of points. When they achieve a certain number of points they receive a Gift Rewards Certificate.
[1:10:31 PM] Delores Chappel says: how do you keep track of everything
[1:10:35 PM] Ginger Marks says: You would have to be able to track ...
[1:10:37 PM] Larissa Glueck says: what are the gifts?
[1:10:56 PM] Ginger Marks says: Don't affiliate programs do just that?
[1:11:00 PM] Delores Chappel says: is there a program you can download for this
[1:11:09 PM] Ginger Marks says: So.... set up an affiliate program is idea #2
[1:11:59 PM] Ginger Marks says: Think about it, it is extremely difficult for a business to drop out of the program because they will then have to go back to their customers and tell them that the points that they have earned no longer have any value.
[1:12:45 PM] Ginger Marks says: Personally, I went with Click bank.
[1:13:19 PM] Larissa Glueck says: what does click bank do?
[1:13:28 PM] Ginger Marks says: I offer a 35% kickback for sales of my 2009 Weird & Wacky Holiday Marketing Guide.
[1:13:39 PM] Ginger Marks says: Click bank does all the tracking for me.
[1:13:55 PM] Larissa Glueck says: ok
[1:14:05 PM] Ginger Marks says: And my affiliates can offer lots more products than just my eBook!
[1:14:15 PM] Ginger Marks says: So...
[1:15:09 PM] Ginger Marks says: If you love the eBook so much that you tell others about it, why not make a few pennies everytime they buy because of your recommendation?
[1:15:13 PM] Ginger Marks says: Make sense?
[1:15:42 PM] Ginger Marks says: Can you think how you could use this tool for YOUR business products or services?
[1:16:37 PM] Delores Chappel says: I could offer a FREE gift for so many points earned, but I'm not sure that would be any incentive.
[1:17:01 PM] Ginger Marks says: Depends on your gift.
[1:17:22 PM] Ginger Marks says: Those who have a competitive spirit might like this next one.
[1:17:30 PM] Delores Chappel says: yes - maybe show a SPECIAL of the offer and show the gift
[1:17:42 PM] Ginger Marks says: Idea #3
[1:17:57 PM] Ginger Marks says: Recognition!
[1:18:08 PM] Ginger Marks says: People love to be recognized!
[1:18:16 PM] Xarah says: yes, Ginger, building a relationship. sorry, i had to finish something
[1:18:20 PM] Larissa Glueck says: If the products are good being an affiliated is good
[1:18:52 PM] Xarah says: go out of our ways to give our clients more than they expect
[1:18:53 PM] Ginger Marks says: Say, you are a personal coach or trainer
[1:19:14 PM] Ginger Marks says: absolutely! By jove I think you've got it Xarah!
[1:20:32 PM] Ginger Marks says: you might tell you clients that those who don't miss any classes after six weeks win a cool prize and get their image and a blurb about them on a special page on your website.
[1:20:53 PM] Ginger Marks says: It's like seeing their name in lights!
[1:21:22 PM] Ginger Marks says: besides the link to their website from yours is a very special SEO benefit
[1:21:30 PM] Xarah says: sorry, Ginger, nothing pops up for me
[1:21:37 PM] Ginger Marks says: called unreciprical links.
[1:21:56 PM] Ginger Marks says: Google thinks you are a guru if and when you have unreciprocal links
[1:22:33 PM] Ginger Marks says: This idea may be more for coaches Xarah
[1:22:42 PM] Ginger Marks says: you can always use one of the other two.
[1:23:23 PM] Ginger Marks says: If you are having trouble thinking of ways to implement these ideas
[1:23:53 PM] Ginger Marks says: Think about this in terms of rewarding the specific activity you want your customers to perform.
[1:24:00 PM] Ginger Marks says: Make a list of those activities
[1:24:18 PM] Ginger Marks says: and then make a list of the rewards they'll need to receive in order to perform those activities.
[1:24:32 PM] Larissa Glueck says: good idea
[1:24:49 PM] Ginger Marks says: This is not the only way to accomplish this, and for some businesses this doesn't work at all, but for most it will, or can.
[1:24:58 PM] Ginger Marks says: Hi Jerrilynn
[1:25:06 PM] Jerrilynn Thomas says: hi everyone! I'm just logging on. I see the topic today is cross marketing. My favorite topic.
[1:25:11 PM] Ginger Marks says: :D
[1:25:14 PM] Jerrilynn Thomas says: Hi Ginger!
[1:25:43 PM] Larissa Glueck says: Yes, so good that you joined Jerrilynn
[1:25:46 PM] Xarah says: sorry gals, have to leave you and pick your ideas later, dinner is ready
[1:25:54 PM] Ginger Marks says: night Xarah
[1:25:57 PM] Ginger Marks says: ttys
[1:26:02 PM] Delores Chappel says: bye Xarah
[1:26:19 PM] Ginger Marks says: let's do a bust a link before we run out of time
[1:26:32 PM] Ginger Marks says: Xarah do you want to pop yours in before you go too?
[1:27:08 PM] Larissa Glueck says: bye Xarah
[1:27:12 PM] Ginger Marks says: http://www.DocUmeant.net
http://www.DocUmeantDesigns.com
http://www.HolidayMarketingGuide.com
[1:27:21 PM] Jerrilynn Thomas says: WomenPartner.com - Great source for cross marketing info.
[1:27:47 PM] Ginger Marks says: REALLY Great resource!!!
[1:27:53 PM] Ginger Marks says: Check it out ladies.
[1:28:57 PM] Ginger Marks says: So, put your thinking caps on and figure out what will work for your business and begin the baby steps to implement your very own 'Iron Cage' principle.
[1:29:04 PM] Jerrilynn Thomas says: thanks Ginger
[1:29:24 PM] Delores Chappel says: Thank You!
[1:29:36 PM] Ginger Marks says: Thank you all for coming again this week.
[1:29:49 PM] Ginger Marks says: I hope you found something you can use
[1:30:03 PM] Ginger Marks says: and that you will join us and tell your friends to join us too.
[1:30:06 PM] Delores Chappel says: yes - something to get the wheels turning anyway...
[1:30:25 PM] Ginger Marks says: Have a wonderful WINning Week, ladies!
[1:31:01 PM] Ginger Marks says: This will be in the archives shortly if you want to review it at anytime.
[1:32:36 PM] Larissa Glueck says: have a winning week
[1:39:11 PM] Julie Wolf says: yes I have a membership script i like
[1:41:06 PM] Ginger Marks says: Julie, how would you like to be guest speaker on this subject?
[1:45:12 PM] Julie Wolf says: i offer Skype Room Bonuses when somw one takes the extra step to introduce themselves on my blog
[1:46:11 PM] Julie Wolf says: oh Im here at the bottom now
[1:46:19 PM] Julie Wolf says: sorry I got pulled away
[1:47:03 PM] Ginger Marks says: we all missed your input. But maybe you can be a guest speaker soon.
[1:47:06 PM] Julie Wolf says: not sure I have time now - but sounds like a great idea... hmmmm
[1:47:30 PM] Ginger Marks says: k, check your schedule and let me know when you will be available.
[1:48:02 PM] Julie Wolf says: ok
[1:48:13 PM] Julie Wolf says: oh is it too late to bust a llink?
[1:48:27 PM] Ginger Marks says: no go ahead and I'll pull it up.
[1:48:57 PM] Julie Wolf says: I became an affilaite of this cuz it sounded like a wonderful way for people to learn to network to build business - its a post on my blog http://incomeassurance.com/blog/networking-summit
[1:56:51 PM] Julie Wolf says: thank you Ginger