EPISODE SUMMARY
In this Podcast, Blaine is interviewed by Michael Langhout of Langhout International, LLC. We have an opportunity to discuss my background and passion for customers. I share how customer obsession can directly impact an organization’s culture and ability to market themselves. He provides examples of customer obsession with stories of Zappos and Ritz-Carlton Hotels.
Here you will hear about the genesis of the “The “REMARK“able Triangle™” model and how it helps a business become “REMARK”able™ by being Customer Obsessed. He also introduces us to one of the most insightful ways to look at how to create Advocates in an organization with his Advocacy Architecture™.
Check out Episode Two to get even more details on how this can work in your organization.
EPISODE NOTES
01:02 – Introducing today’s guest, Blaine Millet
02:45 – Focusing on customers
06:42 – The importance of differentiation
11:18 – The Holy Grail of customer obsession
14:29 – Why Blaine advocates for organizations to stop marketing
17:45 – Strategies to get customers to talk about your organization with others
19:48 – How customer obsession ties into the culture of a company
21:19 – The Zappos example
25:23 – Blaine provides some advice on building the right culture
29:15 – The Florida Ritz-Carlton Story
34:10 – Michael teases Part Two of his interview with Blaine Millet
35:10 – Where to find Michael’s Functional Team Scorecard
TWEETABLE QUOTES
“That’s the magic of customer obsession. If you’re so over the top obsessed with your customers, your customers are so over the top happy with you that they’re more than happy and actually will go out of their way to be an advocate for you.” (12:44)
“Stop marketing. Your customers are dying to do it for you.” (14:49)
“Customer obsession is synonymous with culture.” (20:56)
“Why don’t we go out and look at ‘How would this impact our customer positively, negatively or no change at all?’ And let’s bring that back and discuss it before we make a decision.” (28:42)
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