You may be seeing trends like:
And when you research best practices to achieve the results you want, you discover that you are doing everything right. Solid email marketing strategies. Great social media posts. Sound SEO strategies. Easy and straightforward user experience.
What may be happening? Why this course?
How people make decisions
How to learn more about your customers with the data you already have available
What motivates your customers to take action
How you can develop a better customer relationship
What you can do to turn your results around right away
If you sign-up today, you'll get in addition to the FREE recorded Master Class:
Mary Brodie, Founder & Strategist, Gearmark
Mary Brodie is an experience strategist and founder of Gearmark. She has been helping companies create memorable customer experiences, online and offline, for over 20 years. From apps to content strategy to lead gen programs, Mary has helped companies achieve results that contribute to the bottom line. Mary attended MIT, graduated from Simmons University with a BA and MA, and recently graduated from IE University in Madrid with an Executive Masters in Corporate Communication.
"Your webinar gave me so much insight in how to position my event invitation so it would resonnate with my ideal audience. I think it was one of the biggest contributing factors as to why event registrations sold out. I never had that before.
And this event was in South Africa, where I had a small following and wasn't sure how many would attend. That all changed after watching the video. It was the best 1 hour spent. Thank you!"
Shannon Muruli, Author #DOITAFRAID, Creator of School of Courage for Women, Inspirational Speaker
"Where other companies flounder, Mary has pinpointed the secret to higher revenue and how to achieve grow through her unique 5-step process so aptly presented in the Gearmark Master Class Emotional Engagement: The Magic Ingredient in Any Customer Experience. The roadmap offered in this webinar will make you rethink your brand, culture and how your employees can capture your customer's hearts and create experiences that bring meaning to their lives. The sooner you understand how to make that emotional connection, the faster you’ll realize why this methodology is pure magic."
Laurie Weber, Founder & Copywriter, Weber & Associates
According to Antonio Damasio, YES! Most definitely.
Damasio discovered this in his work with "Elliott." Elliott had a brain tumor in the part of the brain that processed feelings. After some observation, Damasio discovered that Elliott could identify many solutions and options, but he couldn't make a decision as to which option was best. It's an involved story that I share in the Webinar (and has been shared in sources like MIT Technology Review, The Cut, Scientific American, and the like, as well as being the subject matter of many of Dr. Damasio's books). Check out the clip below.
The idea of a "being" making decisions to feel good extends from humans to animals to single-celled organisms. In all cases, feelings lead to emotions, and our desire to feel good influences our decision and choices.
I'm oversimplifying this all a bit, but you can also learn more in Damasio's book, The Strange Order of Things: Life, Feeling, and the Making of Cultures. And a bit is in the video below from the Webinar.
Master Class clip: Why feelings and emotions matter when making decisions?
Along with feelings and emotions, meaning and self-interest are the two other factors that cause people to make the decisions they do.
Vicktor Frankl's book, Man’s Search for Meaning, documented his experiences in the concentration camps during World War 2 to illustrate why meaning is the core to human existence.
We all require meaning in our lives to make sense of why events happen to us and to help us survive. We are always looking to be part of a bigger story.
Imagine if your company represented something bigger? Or if your brand provided a vision, that bigger story to your customers? Most likely, you would then be able to connect with your customers emotionally. Customers don’t want to just buy a widget from you; they want to be part of what you are creating in the world, part of how your company is making a difference.
Self-interest could be illustrated as the motivation behind why we do what we do. It's not always clear or straightforwad and there may be subconscous emotional reasons why we do what we do. In the end, we choose what we do so we feel good about our decision.
The Webinar includes an example of how all 3 of these factors influence people to make the decisions that they do.
Value and worth - it's not what you think.
They have recursive definitions, which makes talking about them challenging to say the least.
Master class clip: Value and worth - it's not what you think
We all think we love our customers. But do we? How do we know? And why is this important?
It's hard to help your customers solve their problems if you don't like them, nevermind love them.
What are some signs that you don't like them?
You may think, "So what? They don't know what I say or think about them behind their back!"
What if I told you that they do know. And they can tell based on how you treat them.
Let's review the definition of pity, sympathy, empathy, and compassion.
We sometimes forget that pity to compassion is a sliding scale.
Where do you and your employees fall on this scale?
After this Master Class, you will develop greater empathy and compassion for your customers so you can help them solve their problems. And when you solve their problems and help them be successful, you are starting to build a great relationship with them.
But this doesn't start until you understand and love them.
Harvard Business Review recently issued a video that summarized a study demonstrating the impact of connecting emotionally with your customers. It drastically improved a retailer's bottom line. Further, researchers originally published an article promoting this idea in 2015. This approach to solve what seems like a complex customer problem where customers are just "stuck," not purchasing and not taking action, works.
copyright 2018, Gearmark LLC