Mariah discusses with Andy Seeley, CEO of Ashworth Strategy, the importance of a seamless post-purchase experience, noting that 84% of shoppers won't return after a bad shipping experience. Andy emphasizes the significance of product quality, community engagement, and ease of use in customer retention. He highlights the need for personalized communication and smooth processes to build brand loyalty. Andy also stresses the importance of continuous improvement and understanding customer needs to drive long-term success.
Episode Timestamps:
Andy Seeley's Background and Career Journey 2:41
Mariah introduces Andy Seeley, CEO of Ashworth Strategy and Creatively Disruptive, and asks him to share his background.
Andy shares his journey from New Zealand to the United States, initially working in sports and sports science before transitioning to television and publishing.
He discusses his experience as a sales director for a TV station and his ownership of a publishing company, Getaway Reno Tahoe.
Andy explains how he and his business partner started Creatively Disruptive to help small businesses leverage digital marketing.
Formation of Ashworth Strategy and Creatively Disruptive 5:20
Andy elaborates on the formation of Ashworth Strategy and Creatively Disruptive, emphasizing their mission to support small business owners.
He differentiates between the two brands, explaining that Ashworth Strategy focuses on larger businesses, while Creatively Disruptive helps small businesses.
Andy highlights the importance of understanding the client's ultimate goals and not just focusing on increasing clicks or sales.
He shares an example of how they help clients set realistic financial goals and align their marketing strategies accordingly.
Customer Retention and Profitability 11:41
Mariah asks Andy about the importance of customer retention and how to measure profitability in retention strategies.
Andy explains that customer retention depends on the product and the quality of the product, using the example of expensive drones.
He emphasizes the role of content development, community engagement, and smooth user experience in building brand loyalty.
Andy discusses the importance of making it easy for customers to do business with the brand and the role of technology in enhancing the customer experience.
Building a Strong Brand and Community 25:24
Andy shares insights on how to build a strong brand and community, emphasizing the importance of delivering on promises.
He discusses the role of content development, user-generated content (UGC), and community interaction in engaging customers.
Andy highlights the importance of making the customer experience smooth and comfortable, reducing friction in the purchasing process.
He shares examples of successful brands that have built strong communities through content and community engagement.
The Role of Technology in Customer Retention 25:51
Mariah and Andy discuss the role of technology in enhancing customer retention, including the use of SMS and email marketing.
Andy emphasizes the importance of engaging and fun communication with customers, rather than just offering discounts.
He shares examples of how brands like Cameo use creative and engaging communication to retain customers.
Andy highlights the importance of capturing customer data and using it creatively to engage and retain customers.
