225 – The secret to building customer loyalty is all about how you make them feel

225 – The secret to building customer loyalty is all about how you make them feel

A little while back I came a cross a quote by Maya Angelou and it keeps coming up in my life. You may well have heard it before, “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” And it got me thinking just how important this is for doing business. Successful business. For creating some serious customer loyalty.

So when I’m in a pondering mood, who better to do it with than my old mate Griffo.  This seemed like the perfect topic for an episode of Funny Business, so we decided to have a love-in to pull this concept apart. And that’s exactly what we did.

Is it a hippy bippy, khum bay yaa sentiment? Or a sound marketing communications strategy that we all need to be embracing to build stronger customer loyalty? Well Griffo and I dive deep, pull the idea apart, look at it from many angles and make up (I mean come up) with some compelling reasons why we should all adopt Maya Angelou’s quote and make it a powerful business mantra.

In doing so we ponder:

  • Why we should care how customers feel
  • Whether people really want connection or would they rather just be served
  • How we can make our customers care more deeply about our precious business

Let’s get stuck right into episode 225 of Australia’s #1 marketing show. Go!

Episode Timeline

  • 00:30  Welcome and overview of today’s episode
  • 01:21  A little sponsor love for Netregistry & 99Designs
  • 02:51  I head over to meet Griffo in the jungle for another episode of Funny Business!
  • 44:55  Close

Today’s Episode Sponsors (please support them 🙂

99Designs  Get your $99 power pack of services FREE!
Netregistry  Get your online marketing sorted!

Resources & links mentioned in this episode



My Top 3 Marketing Tips from this episode of Funny Business

  1. Our customers are craving connection – if we don’t give it to them, they may just find someone who will.
  2. We all need to be brave enough to try new ways of communicating that lead to stronger connections with our customers.
  3. Make every customer interaction extraordinary, constantly building stronger bonds and a bulletproof relationship.

Over to you!

Let me know YOUR #1 takeaway from this episode by leaving a comment below.
My guest and myself personally read and respond to every comment.

22 thoughts on “225 – The secret to building customer loyalty is all about how you make them feel”

  1. hi guys, terrific episode about emotion, so lacking in most marketing, and businesses in general. On the budgie smuggler front, I’ve always preferred ‘lolly bags’ to describe the old speedos! Leave it to your imagination to figure out why… keep up the great work. This episode gets a rating of 5 bananas.

  2. Loved this topic guys. How you make them feel is so key. I’m gonna talk about this with me team at our next staff meeting. Andrew, how do we do that better in our writing?

  3. There’s an entire book, workshop and stage show in the question, Nick! The short answer is to write from the heart, with feeling and empathy. Let your prospects know that you understand them. That you’re there for them.

  4. Hey Nick, great question. Timbo – love to talk about this more. And I agree completely with what you say, write from the heart, open up, imagine you are sitting and having a copy of coffee with the person. But of course I have lots of other tips around this. Cheers – thanks for comments Nick – Andrew

  5. So really the entire conversation around one of the greatest poets and writers of our time has been overshadowed by lolly bag debate….just the way we like it!

  6. I completely agree with what you guys say, how you make people feel is very very important. Just don’t like feelings, I’d rather keep them all bottled up inside 😛

  7. Chris Neason

    Hey Timbo,

    If you’re looking for a great Bootcamp I’ve got you sorted out in the Yarra Valley. We offer eye contact, a friendly hello and just generally go out of our way to make clients feel special. Pretty crazy concept hey?

    I’ve just been training a new staff member and the big thing I’m trying to get across is making sure everyone who comes feels like they’ve had a personal service (can be hard in a group fitness class). Using names, asking each person how their week’s been, what they’ve got on today and genuinely caring what they’ve got to say.

    It’s thanks to your show that we really focus on these 1 percenters (and lots others).

    So thanks for the ongoing inspiration!

    And seriously, if you’re in the Yarra Valley be sure to look us up http://www.betterexercise.com.au 🙂

  8. Thanks Chris. I got a lot of joy from reading you comments. So glad my show has had an impact on how you’re growing your business. And you bet ya, if I’m ever out in the Valley, I’ll bring my runners ;0)

  9. Great episode Timbo. It’s something we don’t talk about enough and I applaud you and your rugged mate for bringing it to the table 🙂 Keep up the awesomeness.

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