Join the Latest Master Class
Something is missing in your customer experiences but you aren’t sure what it is.
You may be seeing trends like:
- Low social media response
- Few opening or reading your emails
- Low site traffic
- Low response to special offers
- Lower than expected conversion and sales
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?
In this FREE 1-hour recorded Master Class, I'll show you how to engage with your customers by leveraging psychology and neurology.
Discover:
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
Keep the Magic Going!
If you sign-up today, you'll get in addition to the FREE recorded Master Class:
- A workbook to guide you through the 5-step process
- A complementary 30-minute consultation with Mary to brainstorm ideas to solve your problem
- 2-week free trial of the Gearmark Community for Customer Experiences, or Experience Club
Who teaches this 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.
Master Class Feedback
"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
Reasons you should listen to this Master Class:
- You have changed your business strategies - marketing and sales - and want to reconsider its full impact on your customers.
- Your targeted message isn't delivering the results you want.
- Your customers seem to have a different perception of your what your company is and what it does.
- Your customers continue to surprise you, and you now wonder who they really are.
Do feelings really matter in decision making?
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?
How about meaning and self-interest? What's their role?
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.
Another excerpt from the class.
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
Where emotional engagement starts:
Empathy, Compassion, or Both?
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 or your team members talk about your customers behind their back
- You honestly don't think your customers are smart people who make great decisions
- You may have unflattering nicknames for your customers that, if they knew what they were, they would stop talking to you
- You don't take their problems seriously to get them fixed and see their calls as a bother during your day
- You think that their intentions are malicious
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.
How do you know if you are treating a customer with love and compassion (or not)?
Let's review the definition of pity, sympathy, empathy, and compassion.
We sometimes forget that pity to compassion is a sliding scale.
- With pity you feel a type of contempt, and believe that your customer got themselves into their unfortunate situation, and probably can’t help themselves get out of it, even if they wanted to.
- If you feel sympathy, you feel bad for someone for getting into that situation, but you aren’t up to the task to help them solve their problem.
- If you feel empathy, you can feel your customer’s feelings and understand their emotions. There isn’t really a desire to help – the focus is on understanding.
- If you feel compassion, you don’t care how your customer got into that situation, but you can understand how they are feeling and want to help them solve their problem.
Where do you and your employees fall on this scale?
Why does this matter?
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.
Great experiences build great customer relationships.
And great customer relationships increase revenue.
Here are the 5 steps we cover in the webinar Master Class that help you include the magic of emotional engagement in your own exciting, repeatable customer experiences.
Step 1: Identify your customer
Step 2: Know the problem that they are trying to solve
Step 3: Know how your solution will help them
Step 4: Determine what will motivate them to take the next step
Step 5: Create a picture of what life could be like with the new solution
Still unsure?
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.
Have questions?
copyright 2018, Gearmark LLC