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Most companies believe they are customer centric, but many don’t know what that means and involves. So, they don’t truly practice it.

Today I’m talking to Georgiana (Gia) Laudi, who has been developing strategies and launching campaigns for companies of all shapes and sizes for the past 15 years.

She will help us build a basic strategy based on customers by mapping out their customer journey. Gia is a SaaS Marketing and Customer Experience Strategist, Startup Mentor, and former Vice President of Marketing for Unbounce. She left Unbounce to start A Better CX (a better customer experience).

Also, she runs Forget the Funnel with previous Everyone Hates Marketers guest, Claire Suellentrop.

Forget the Funnel is an online workshop series that helps early-stage SaaS marketers to become respected leaders.

Topics covered:

What it means to be customer centric
Difference between customer-driven and data-driven; focus on customers rather than results
Practical methods that focus on customers
Step-by-step process to become customer-centric
Start by recommending brand development; define what, how, and why
Examples of existing companies’ what, how, and why
Conduct customer research, such as surveys, to achieve and meet them where they are - what value you can provide
Utilizing a customer survey (what was going on when you started looking for a product) and a Web survey (to uncover level of awareness); and the questions to ask on each
Put together a customer journey map using results from the two surveys
Surveys should consist of about five questions; the number of questions should be as short as possible
Five-Stage Process: awareness, acquisition, retention, referral, and revenue
Metrics are based on a company, not customers
Importance of naming the phases of your customer journey
How to draw map of customer journey
Involve your team so they are invested
How different jobs have different journey maps
Define meaningful key performance indicators (KPIs)
Gia’s most major mess up
What Gia thinks marketers should learn today that will help them in the next 10, 20, or 50 years - especially build relationships between departments

Resources mentioned:

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→ Buy my book: book.stfo.io
→ Join 14,000+ weirdos who learn to stand the f*ck out with my daily (Mon-Fri) emails: everyonehatesmarketers.com
→ See my pretty face on LinkedIn: https://www.linkedin.com/in/louisgrenier/
→ Leave a review on Apple Podcasts: https://apple.co/3p4wL4r
→ Leave a review on Spotify: https://open.spotify.com/show/7iEF1qovZZiaP1iRtxGARo

Finally...

If you're curious about putting your brand in front of my 14,000+ daily newsletter subscribers and/or podcast listeners, email me: louis@stfo.io

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