Knowing how to create a customer experience that is remembered, talked about and shared is simply great marketing, and a great way to differentiate your business in any crowded market place.
Kylie Roberts, co-founder of Aleenta Barre is nailing it. In fact, she has created a step-by-step process that is consistent throughout each of the four barre studios she’s opened in the past 18-months. It involves simple things like eye contact, greeting clients at the front door, and burning candles. Yep, we get a bit woo-woo in today’s episode.
Kylie is also a mother of six, but is certainly not letting that get in the way of building the Aleenta Barre brand in to a soon to be national franchise operation. So tune in as we discuss:
- How she does it!
- The importance of branding.
- How to create a customer experience
- How to market to women
- The importance of sharing ideas … often
- Why franchising is a smart growth strategy
- Along with plenty more marketing gold
Yep, another big episode of Australia’s #1 marketing podcast, so let’s get stuck … right in!
EPISODE TIMELINE
00:29 Welcome & overview
00:10 Time for a check-in on the week
02:10 Time for a check-in
05:14 Insights in to Key Person Of Influence
06:16 Today’s guest introduction – Kylie Roberts
07:57 Interview with Kylie Roberts
38:43 My top 3 marketing learnings fro my chat with Kylie
41:17 Motivational marketing quote of the week
41:29 Wrap-up and insights in to next week’s guests
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RESOURCES & LINKS MENTIONED
Aleenta Barre’s official website
That interview with Joshua Nichols on how to create a customer experience
Join The Small Business Big Marketing Forum here
TWEETABLES
(GO ON, SHARE THE LOVE, YOU KNOW YOU WANT TO)
MY TOP 3 MARKETING TIPS FROM THIS EPISODE
- Be consistent with your tone of voice throughout your brand.
- Create a customer experience – and do all the little things well.
- Don’t complain if you’re busy. And learn to work smarter not harder.
INSPIRATIONAL MARKETING QUOTE
“They laugh at me because I’m different.
I laugh at them because they’re all the same”
Some very wise soul
OVER TO YOU …
What was your biggest marketing learning or ah-hahahha moment from this episode?
Leave your comment below.
My guest and I respond to each and every comment.
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14 thoughts on “263 – How to create a customer experience with Aleenta Barre’s Kylie Roberts”
Sounds like she teamed up with the right partner, and it sounds like they will bring great value to their franchises. Too many franchisors have such a loose offering. I’m curious to know how you found her, and what was it that caught your attention Timbo? Was she doing something from a marketing perspective that you noticed?
And Timbo how do you choose which partner to talk to in situations like this?
They seem like they are really on the ball and and moving amazing fast, good on them. I however don’t like the name, and yes I know I am not the target market either, but still, you need something that is easy to say and spell.
Did I miss the bit where she said why they picked that name?
Agree on the name thing. What about Barre Fit…I’m sure we could come up with a much better name for her. LOL!
I really loved this interview! As soon as I hopped out of the car (I listen to your podcasts whilst driving to my non-dream-job) I google the company and realised I am the target market for Aleenta Barre & I just LOVE how Kylie was talking about the key aspect of her business being about the customer’s experience. So clever & REALLY not that difficult to achieve with the right attitude. Once again Timbo, you asked just the right questions to get to the guts of the interview. Love it! Thanks so much for your effort and wisdom!!
Loving your enthusiasm, Alison. And agree that creating that customer experience is not that hard, and should be a whole lot of fun. Not enough business owners do it.
Great interview and great plug for my two favourite industries: Fitness and franchising!
Thanks Scott.
Thanks Scott – pleased to hear it! Two of my fave industries too 🙂
Thanks Alison – I loved reading this feedback – made my day! Hopefully we may see you at the barre one of these days 🙂
Hi Ben – Thanks for your feedback. I know there is some mixed feedback re our brand name – and we are okay with that. There are three reasons why we chose this name:
1. We wanted a brand name that was not functional – nearly all barre brands around the world are very functional (eg. mentions body parts, play on the word barres or about ‘strength’ etc). We wanted something that was unique to us and also enable us to grow into more of lifestyle brand if that was where we wanted to take it at some point.
2. The name ‘aleenta’ holds personal significance to me. I know that this is not important to our customers – but it is important to me and every time i think of our brand/business and spending time away from my family working – i am reminded of what it means to me and enables me to continue my passion for what we are creating.
3. The word ‘aleenta’ is an ancient Sanscript word which means ‘a rewarding life’. Both for our clients and our team – what could be better than creating a brand which means ‘a rewarding life’? I believe this is what we all aspire to.
A long explanation, and to be honest not one that we put a lot of emphasis on or explain publicly, but wanted to explain here our reasoning behind the brand name as there has been a few questions about it!
Hi Nick – funnily enough one of our classes is called Barre FIT – so you are on the money!! See my explanation above 🙂
Hi Nick – I am not sure if Tim has responded re how he found me – I was recommended to Tim by another individual whom he had interviewed.
Hey Kylie,
Thank you for taking the time out of your day to give me a detailed response to my question, that is very much appreciated. And yes that does all make sense and now I can see and understand why you have gone that way with that name.
Thank you again and best for the future