Franziska: Hi there and welcome back!

Today, I want to talk to you a little bit about the customer journey and creating meaningful moments of connections with your customers. Why? Because when you do that, when you are able with your brand, with your business to create these meaningful, deep moments with your customers, you will have your customers to be loyal to your business, you will have them talk about you in a positive light, you will have them refer you to other people.

You know the penny for me really dropped on this, on this meaningful moments concept that I‘ve been thinking about forever. But the penny dropped only last year when I was in Nepal. When I was in Nepal riding on a motorbike through the Himalayas and everywhere we stopped, you would walk past someone or ride past someone and you would say “Namaste”, which is their greeting. Every single person, whether it was a child or an elderly woman washing her clothes or a guy smoking a pipe on the side of the road, every person you would say “Namaste”, so they‘d stop whatever they‘re doing, put their hands together and they look you in the eyes and they go “Namaste”. It‘s very beautiful and it‘s very.. they.. what happens in these moments is that there‘s a quick connection happening between humans. I realised that when you build a strong brand when you build a business that is popular, that is amazing, it‘s through these moments of connections that people will love your brand.

So how do you do that? First of all, you think about a customer journey. So you write down what are all the different touchpoints that you have with your customers. That could be emails, that could be your website, could be on social media, could be on the phone, could be a store. What are all the different touch points? It could be a quote that you use, an invoice, could be a proposal. What are the touch points? Number 1.

Secondly, next to each touch point, make a list. Next to each touch point, think about how you can blow your customers mind a little bit more at each of those touchpoints. How can you make each of these touch points more meaningful? When you do that, when you invest a little bit more in these touch points, you will realise that your business really, suddenly just becomes a little bit more powerful and your brand becomes more powerful. I often call these little things that you do. For me, they are really the fairy dust in your business and the fairy dust is often what makes your business talk about-able.

So if you can do that in your business, I would love to hear about how you‘re going about doing that. How are you adding more fairy dust? Of course, as always, if you know a business owner who would benefit from this video, please share it with them. Thank you so much. Thanks for being here. Thank you for adding more fairy dust into your business. It‘s a pretty cool way to go about running your business.