Marketing

5 Reasons Customers Churn (a.k.a Fire You) And What To Do About It

By | Marketing, Metrics, Startups | No Comments

What’s your churn?

If you don’t know this number, get it.

Better yet, do you know why they’re churning?

When I was building my company Flowtown, we had a 12% monthly churn.

Not good.

That meant that after only 8.3 months we had lost ALL of the customers we had worked so hard to attract & convert?

Just so you know, that makes for a HORRIBLE business.

Your goal should be 8% PER YEAR (for B2B SaaS)!

So if you’re bleeding customers, what do you do? Read More

7 Live Chat Steps for Startups To Increase Sales

By | Community, Marketing, Sales | 2 Comments

Can you explain your business to someone who’s outside your industry?

That’s been the benefit of having a father who has no clue what I’ve done for most of my career :).

It’s also helped me learn how to explain my company’s benefits to a new customer.

One way to do that in a scalable way is to use live chat on your business site.

A few months ago I was in the middle a of a big sales project and I had chat setup on the page.

After a few days, I finally decided to dive into the trenches.

The experience blew my mind. Read More

The 6 Secrets Of Repeat Business: How To Make More Sales Without Finding New Customers

By | Growth Engine, Marketing, Strategy | One Comment

The other day my furnace stopped working.

The issue is that my wife was trying to change the air filter.

Why?

Don’t ask (she just likes to do those kinds of things, and yes – I realize I’m the man of the house and I should be doing it, but I digress…)

After Renee’s noble attempt at performing advanced furnace surgery…

… we got stuck with a half-opened furnace, and no idea how to piece that sucker back together.

So I called my brother who built my house (he’s kind of a baller, check out his story).

He laughed and asked why the heck I was changing the filter myself?

Why didn’t I have the furnace guy do it? Read More

Don’t Let Your Marketing Get In The Way Of Attracting Bigger & Better Customers

By | Marketing, Sales, Strategy | 2 Comments

Are you proud of the work you do?

Are your customers demanding?

Is there enough revenue for you to do your best work?

When I first met Julie she was trying to stay afloat.

Her agency was doing $800K in revenue but she hated her job.

When I brought her team together, I could tell that everyone was super talented but there was no “energy” in their voices.

All I asked was “Are you able to do your best work?”…

… and everyone quickly said “No!”

So then I asked “What would it take for you to have the time & resources to do so?” Read More

The 3 Cycles of Business Growth: Top Line, Cost Control, Market Reach

By | Growth Engine, Marketing, Startups | 6 Comments

Yesterday I was talking with a founder who’s got a ~$6M a year business that has been flat for the past 4 years.

It’s funny because 5 years ago they jumped from $3M -> $5.5M, but since then they’ve gone sideways and have been struggling to figure out what to do next.

This is what I told him…

Your business should be growing in 3 cycles…

… and knowing where you’re at now, can cause you to hold back when you should be leaning in and pushing.

It’s probably what happened when he almost doubled in a single 12 month period.

My guess is that he focused on the first phase that year, then didn’t do the second, and that caused him to get gun shy.

More on that in a bit… Read More

How To Choose An Idea If The Solution Already Exists

By | Marketing, Startups, Strategy | 4 Comments

Do you think Google was the first search engine? AirBnb.com the first online vacation rental site? Dropbox the first online file storage company?

No. No. No.

Why does this matter?

Because it’s the most common excuse wantrapreneurs like to give for staying on the sidelines.  

“Someone’s already doing this… it already exists.” is their reason.

Bull-oney.

It’s nothing but a convenient cop-out that keeps you from making your biggest impact.

If anything, I get pumped when I see competitors, especially big ones making bank.

It means there’s a market.

It means I can hire their top staff.

It means I have competition to make me better.

How do you compete? Read More

Dealing With The Big Guys: 5 Strategies To Conquer Your Market

By | Growth Engine, Marketing, Strategy | 12 Comments

I LOVE competition.

It fires me up.

A few years ago while I was building Clarity.fm, Google suddenly announced that they were launching a competing product. (read till the end to see what happened)

I can’t tell you how many friends messaged me with the link sharing their condolences…

… as if it was game over???

RIP Clarity.fm

Umm.. not so fast.

F-that!

Here’s the question I ask myself every time I discover competition in my space: Read More

The Best Strategy For Sending Your Customer a Thank You Video

By | Education, Marketing, Sales | 14 Comments

Do you have a business coach that pushes you to do things outside of your comfort zone?

If not, you should.

Recently one of my good friends was brainstorming new strategies for generating sales within the next 30 days.

We sat down, brainstormed ideas for quantity THEN ranked based on effort and impact.

(Side note: always separate the idea generation from the idea quality filter, it will help you come up with better strategies).

At the end of this process, one of the clear winners was to send past customers quick videos thanking them for their business and asking if there’s anything else we could do to help them.  

We called it the Customer Re-Engagement Video strategy. Read More

The 4 Roles of a Sales Team

By | Marketing, Metrics, Sales | 2 Comments

If you think “sales” is a dirty word, then you’re going to hate today’s video.

But if you believe that it’s not just your right, but your flat out responsibility to share your product / service / program with as many people who can benefit from it as possible…

… then read this carefully.

Implementing this strategy could be the main difference maker between mediocre (but unenviable) success…

… and building a rockstar company that customers line up to buy from (and Silicon Valley suitors line up to invest in)

The dirty secret? Read More

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