CU New Venture Challenge - CUNVC Workshop with Tom Keller

CUNVC Workshop with Tom Keller – Connecting with Your Customers

The CU New Venture Challenge held its second workshop on Wednesday evening with Tom Keller presenting an introduction to getting to know your customers.

Connecting With Your Customer by Tom Keller 2010 01 27

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Tom outlined that there are 4 ingredients that make money fly to you.

Flying Money Ingredient 1: Know what pain your customers are experiencing, and ensure you can provide a solution that is better than the one the customer could come up with themselves, and better than your competitors. Be the best. This could be the cheapest, fastest, highest quality, most convenient, most fun, most admirable values – whatever sets you apart.

Flying Money Ingredient 2. Be the best solution for the pain, don’t under-price it – position yourself appropriately. Talk about your solution in the terms of your customer pain. All sales are emotional. Make sure your customer understands why you fix their pain as they know it.

Flying Money Ingredient 3. You have to have the best brand (not just the best features). This means people believe you have the best stuff (even if you don’t). Perception is reality. Make sure that your potential customers understand that you are the best.

Tom also told everyone a real truth – Kevin Costner in the Field of Dreams was wrong. “If you build it, they will come” isn’t true. You need to get customers aware of your product when they are feeling the pain. Advertise! Word of Mouth is through social networks becoming far more powerful. It’s timely, it’s strong. It uses someone’s existing relationships to help sell your product. And they do it because they love your product. You can’t buy their love. Be proactive and ask any customer who’s had a good experience to tweet, blog or Facebook about it.

Flying Money Ingredient 4. You don’t need a big ad budget, you need vocal, raving fans. The fans who will tell other people about their love for you and your brand. You build them not by pontificating but by conversing with them. You don’t get to tell them to love you, instead you need to give them a reason to love you.

Tom then described how these four ingredients form a circle. When you have a group of Raving Fans, they then lead back to finding more customers in pain (step one), helping you drive the business.

For anyone who missed the workshop, some video clips are below and you can also find the entire audio file here. Thanks to Joanne White for guest blogging.