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PROFITABLE CONNECTIONS
September 2022
expectations. Retrospectively, Jeremy’s interview with Christopher Voss gives us some interesting insight into that. Anyone who has ever developed unwanted dynamics in the office (e.g., the pushover or the pot-stirrer) can relate to the need for negotiation skills. Chris Voss spent 24 years in the FBI and was the FBI’s lead international kidnapping and hostage negotiator for four years. He co-authored a book called, “Never Split the Difference: Negotiating as If Your Life Depended on It.” Social expectations can easily shift — and completely avoid conflict! — with the right negotiation tactics. For this crucial professional skill, women may be the best equipped. According to Voss, historically, there’s been tremendously unfair pressure for women to be deeply sympathetic and highly lenient. This stereotyping can hinder their self-advocacy in a competitive work environment. However, by utilizing their emotional intelligence as a missionary (i.e., a moral person with a legitimate code of conduct) and as a mercenary (i.e., a strategic person who can work around all obstacles), they can become proficient in highly effective negotiation skills and leverage situations in an empathetic, safe, and effective manner. We learn a lot from our guests — and your guests, too! On behalf of our team and the knowledge-seekers of the world, thank you for sharing your conversations. In our opinion, it makes the world a better place.
HOW PODCASTS IMPROVE OUR LIVES One Interview at a Time
With every episode we create, we don’t just become better hosts. Our guests often teach us how to become better professionals and human beings. September is Self-Improvement Month, which usually makes people think about self-improvement books and master classes. But how often do business owners take advantage of simple, one-on-one conversations to achieve self‑improvement? It’s a rare phenomenon in adult life to pause and talk about deeper, personal topics. But a podcast makes these potentially life-changing insights perfectly accessible. One of the most incredible conversations we’ve had is when Jeremy spoke with Wim Hof, the “Iceman.” Hof’s journey was catalyzed by tragedy: In 1995, after kissing their four children goodnight, Hof’s wife jumped off an eight-story building. Grief threatened to consume him, but instead of retreating into his comfort zone, he pushed far beyond what was believed to be humanly possible. Among Hof’s world records, he’s survived the most prolonged full-body exposure to ice (1 hour and 53 minutes), climbed
temperatures? It’s all part of the battle of the mind, Hof says. With a combination of cold therapy, breathing techniques, and meditation (now known as the Wim Hof Method), Hof found a way to take control of his mental and physical state. Grief can take over our lives, but it’s possible to take control again. Inspiring the children of the world, as well as bringing them better health, happiness, and strength, is one of the key motivations that drive Hof today. Not all meaningful conversations are about Mount Everest-size feats, but the little takeaways can be the most powerful — even if it’s just about creating a motivational Spotify playlist. A Rise25 client, Andrea Heuston, had a conversation with Susan Drumm, the founder and CEO of Meritage Leadership. They talked about the small actions professionals can take to recognize self-worth and build confidence. Drumm often advises women to listen to music that stimulates feelings of self-worth, confidence, and feminine energy, which can lend them strength to make major shifts in their lives. We can even learn new insights from previous conversations that we didn’t notice at first. For example, Heuston and Drumm’s
Mount Kilimanjaro, and hiked Mount Everest wearing only shorts and shoes.
advocacy for “confident feminine energy” may do more than inspire — it can even shift social pressures and
So, how do you go from fighting grief to withstanding freezing
–Dr. Jeremy Weisz & John Corcoran
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It would be hard to find a company claiming not to care about customer service. But actions speak louder than words, and many business horror stories involve poor customer service experiences. So, how do you improve your company’s customer service to increase your retention rate? But first, why is customer service so important? Excellent customer service increases your customer lifetime value (CLV), and Help Scout found that 89% of customers say that good customer service led them to make additional purchases. Other consumers mentioned that great service turned them from one-time clients into loyal, recurring customers. According to SuperOffice, after surveying 1,920 business professionals, 46% stated that improving customer service is their top priority. But how can you improve this service effectively to better serve customers? Strengthen your team. Improving customer service all begins with your team. You want employees to develop five main skills to enhance the customers’ experiences: empathy, patience, communication, listening, and knowledge. You can organize training sessions to help your employees improve their skills and provide resources so they can easily navigate customer problems. For example, record customer interactions and point out which tactics work and don’t work in a situation. Encourage customer feedback. To provide excellent customer service, you first need to know what you can improve on. To do this, ask consumers how THE KEY TO BETTER RETENTION Is Great Customer Service
they think and feel about the service you’re providing them. You’ll get a chance to understand their needs, experiences, and pain points and create a model to enhance and strengthen those areas. You can request reviews and testimonials by telephone or email surveys. You could also incorporate a complaint page or feedback system on your website. Requesting feedback lets your customers know you value them, are willing to improve, and want to resolve their issues. It will help establish trust and may prevent them from voicing their concerns or negative comments on social media. Use multichannel servicing. Providing multiple channels to assist customers with their questions and concerns can help boost your brand’s reputation and credibility. One way to achieve this is by using social media. It’s a great tool because many customers turn to social media for queries and complaints. Have a team in charge of checking your company’s social platforms so questions can be easily answered and problems will be resolved promptly. Monitoring mentions of your company and reaching out to your customers first, instead of them reaching out to you, shows that you care about their experience and want to provide effective solutions in any outlet. Keeping your customers happy should be more important to your business than anything else. If they are satisfied with your customer service, they will continue to use your company!
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Rise25: Helping B2B Businesses Build Profitable Connections
This Month’s Featured ‘Smart Business Revolution’ Podcasts
Stop Asking Questions You Don’t Care About and Other Top Interview Strategies From a
The Sales Process for Top Performers and the Importance of Practicing Gratitude
Podcasting Legend Andrew Warner is the
Don Williams is a keynote speaker and the CEO of Don Williams Global, where he helps businesses grow and multiply sales. Over the last 30 years, Don has worked with about half of the Fortune 500 companies in marketing, sales, and customer experience. He has written four best-selling books and is the host of “The Proven Entrepreneur Show.”
founder of Mixergy, where he interviews entrepreneurs and founders to help teach others how to build successful companies. He is one of the early leaders in podcasting with over a decade in recording interviews. Andrew’s latest book is called “Stop Asking Questions: How to Lead High-Impact Interviews and Learn Anything From Anyone.” In this episode of the “Smart Business Revolution Podcast,” John Corcoran is joined by Andrew Warner to discuss his new book and strategies for asking questions during an interview. They also talk about staying motivated to do interviews, the emergence of popular podcasters, and Andrew’s advice on asking guests hard questions. Special Shoutouts: A notable person on Andrew’s journey is Tim Ferriss. Scan the QR code or visit the link to listen to the full episode.
In this episode of the “Smart Business Revolution Podcast,” John Corcoran interviews Don Williams about his sales process and entrepreneurial journey. Don also talks about the challenges he faced building his wholesale buying business, the importance of practicing gratitude, and why he started a contact center. Special Shoutouts: A few notable people on Don’s journey include Warren Rustand and George Gan. Scan the QR code or visit the link to listen to the full episode.
SmartBusinessRevolution.com/ don‑williams
SmartBusinessRevolution.com/ andrew-warner/
This Month’s Featured ‘Inspired Insider’ Podcasts
The Engine Behind Growing From 9 To 60 Healthcare Clinics With Peter Cunningham, Founder and CEO of Evolve Healthcare Marketing Peter Cunningham is the Founder and CEO of Evolve
[Top Agency Series] The Fail-Proof Way to Run a Successful Agency with Kevin Miller, CEO of GR0
Kevin Miller is the Co- founder and CEO of GR0, an agency that helps scale direct-to-consumer brands. Kevin is adept at SEO and has helped companies like Ritual build their SEO engine to reach the No. 1 Google ranking for the chosen keyword. Before founding GR0, Kevin was a digital marketing
Healthcare Marketing, a data-driven health care
marketing agency specializing in helping medical practices and health care enterprises grow in highly competitive markets throughout the U.S. Peter is also the publisher of the American Healthcare
Journal, an authoritative, digital-first, and editorially- independent publication for the latest insights, news, and analysis in health care. Listen to this episode of the “Inspired Insider Podcast” with Dr. Jeremy Weisz featuring Peter Cunningham. They discuss the current changes in health care marketing, the medical service buyer’s journey, challenges to consider when expanding your practice locations, how to overcome them, and more. Special Shoutouts: A notable person on Peter’s journey is Scott Becker. Scan the QR code or visit the link to listen to the full episode.
account executive at Google, where he learned growth marketing frameworks to help DTC companies scale using organic search. Listen to this episode of the “Inspired Insider Podcast” with Dr. Jeremy Weisz featuring Kevin Miller. They discuss Kevin’s journey into the agency world and the lessons he’s learned, how he hires and keeps experts on his team, the results he’s helped clients achieve, and more inspiring stories. Special Shoutouts: A few notable people on Kevin’s journey include Jon Zacharias and Aaron Friedman.
Scan the QR code or visit the link to listen to the full episode. InspiredInsider.com/kevin-miller- interview
InspiredInsider.com/peter- cunningham-interview
SO MANY SOCIAL MEDIA OUTLETS Which One Should You Use?
A social media presence is essential to connecting with your company’s customers and prospects. But do you need every media platform to engage with others? Each outlet meets different needs and interests, so it’s crucial that you analyze which one will net the most engagement for your business. In fact, the demographic of your targeted audience will help you decide. Let’s look at the three main outlets customers use to discuss their needs and wants. Facebook is primarily used for family-friendly content. Recently, there is an added focus on business ads for networking purposes, which can help you attract more leads. The demographic on Facebook mainly focuses on individuals who are 45 years old and older. This platform is great for businesses targeting seniors, like those in the home improvement and estate planning industries Instagram was popularized by teenagers, but now over half of its users are between the ages of 25–34. Small businesses use this outlet to share upcoming events, sales, and products because of the new business feature on the app. Relationship-building is the sole focus for companies on Instagram because you can engage with customers through stories, live videos, and interactive polls.
In 1904, the men’s Olympic marathon was a truly bizarre spectacle. On that sweltering summer day in St. Louis, MO, only 14 of the 32 competitors crossed the finish line — and the winner received the slowest Olympic marathon time since 1896. So what on Earth happened? Well, it was 104 degrees F and 90% humidity, the 24.85-mile course included seven hills, and there were only two water stations! Fred Lorz crossed the finish line three hours and 13 minutes after the race began. The crowd cheered … until he confessed he had accepted a ride from a car along the way. IT’S UNBELIEVABLY TRUE! The Craziest Olympic Marathon of 1904 Twitter is the best place to have personal conversations, brainstorm, and share news. Over 59% of Twitter users are between the ages of 25–49, and 56% have completed some college courses or have a degree. Some businesses use Twitter to see what others are saying about their services and resolve any issues that occur. This is a great way to build trust with your customers and ensure that they know you care about their experience with you and your company. If you want to learn more about the different demographics for each outlet, go to Blog.Hootsuite.com/social-media- demographics for more in-depth analysis and statistics.
Rise25 Podcast Spotlight
"Reclaim Your Career" Jess Galica Featuring: Real women talking about achieving executive careers, balancing motherhood, and fighting for equity at work
"The Coping Podcast" Dr. Leigh Weisz Featuring: Leading experts on topics like raising healthy children, parenting, and more "The Lazy CEO Podcast" Sharon McGuire, Laura Bruck, and Jim Schleckser Featuring: Inspiring CEOs across a range of industries "Brand Alchemist Podcast" Taja Dockendorf Featuring: Top brand owners who are forging a path forward and making magic along the way
"Advisor Today" Suzanne Carawan and Chris Gandy Featuring: Financial
advisors and their thoughts on work, life, and giving to local communities Accidental Marketers Podcast" Josh Elkin and Ben Yost Featuring: The best and brightest in the B2B tech and SaaS world
Thomas Hicks, the true winner, was 7 miles behind Lorz. He powered through thanks to a secret energy booster mix — a concoction containing strychnine (rat poison), brandy, and egg whites. He was hallucinating by the finish line.
Looking back, it’s amazing everyone made it through alive!
Go subscribe on iTunes!
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Inside This Edition
1.
Self-Improvement, One Interview at a Time …
2. 3.
3 Tips to Improve Customer Service
Finding Your Audience Is Key
The Insane Story of the 1904 Olympic Marathon
4.
3 Strategies for Value-Based Selling
HOW CAN YOU USE IT IN YOUR BUSINESS? VALUE-BASED SELLING IS AN UNDERUSED TACTIC
2. Ask questions. Your prospects and customers want their voices heard, and asking questions is the best way to show them you’re listening. Encouraging them to tell you what they want and need has two benefits. First, it increases your customers’ confidence
You may use sales tactics to persuade potential customers to purchase something from your business. But this strategy won’t work for some people. They may question the price of the product and how it benefits them. Instead, try value- based selling to provide greater value to your customers than your competitors. This is an underused sales tactic because many businesses focus on the price instead of the value their product or service offers their customers. What is value-based selling? Value-based selling presents the value your product or service creates for your customers instead of focusing on the price. Placing your customers’ needs before your revenue will generate a long-term and reliable relationship with them.
in your service and reassures them you’re interested in their situation. Second, you’ll discover how your product or service benefits your clients and why they should purchase from you. 3. Be genuine. Every interaction must be meaningful. Show your prospects that you care about them and don’t want to waste their time. Speak to them as if you’re friends. You don’t want them to feel like they’re talking to a salesperson but a trusted advisor. People buy items based on how it makes them feel. So focus on the benefits you can provide and place yourself in more of an expert role rather than a salesperson. Although value-based requires more work, it’s ultimately worth it. Not only will you show how valuable your service is, but you will build lasting relationships with your customers, which will bring more retentions and referrals. So, give this strategy a try and watch your business grow!
How do you implement this strategy in your business plan?
1. Know your clientele. Understanding your customers’ needs drives better sales results. If you’re familiar with them, you can find what they’re looking for to add value to their lives. While researching, understand their background, industry, demographics, and pain points. If you’re attempting to sell to other businesses, look at their website and social media pages to see their company news and updates.
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