Crack The Customer Code

Adam and Jeannie discuss the core distinctions between a purchase brand and a usage brand and how that translates to better customer experiences, and ultimately, greater long-term success. Your customer’s journey is not what you think it is It’s one thing to sell a product or service then call it a success and move on to the next customer... But it’s another thing to continue building a mutually rewarding relationship with that first customer. As it turns out, engaging, educating and celebrating existing customers leads to increased loyalty and positive word-of-mouth. “How can we make sure that that usage part is amazing?” - Jeannie Walters Simply put, to create a brand that inspires loyalty and advocacy, you need to focus on creating an experience that lives beyond the sales phase to inform and encourage the way customers use your product or service. Top brands like Sephora and AirBNB create lasting relationships around usage instead of pouring all that money and energy into traditional marketing, and