The Carey Nieuwhof Leadership Podcast CNLP 293 | Jeff Henderson on Why Most Organizations are Narcissistic, the New Way to Do Customer Service and the Future of Business
Oct 1, 2019
Jeff Henderson, a former marketing leader at Chick-fil-A and author of "Know What You're For," dives into the narcissism prevalent in brands today. He discusses how many organizations focus on self-promotion instead of valuing customer engagement. Jeff emphasizes the importance of turning products into emotional experiences and showcases examples of businesses that excel in customer service. He also shares insights on creating loyal fans through small acts of kindness and the significance of a clear, consistent vision in driving growth.
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Ask The Two Branding Questions
- Ask two questions: 'What do you want to be known for?' and 'What are you known for?'.
- Aligning those answers creates free word-of-mouth marketing and a built-in sales force.
Flip The Spotlight To Customers
- Flip the spotlight: become a fan of your customer instead of demanding they be fans of you.
- Use social media to celebrate customers and put them at the center of your messaging.
Put Vision On Repeat
- Repeat your core vision relentlessly and equip others to carry it.
- Small, repeatable messages (t-shirts, one-liners) spark conversations and grow momentum over years.
