Bryan Rutberg, The Power of Love in Business: Customers to Lustomers – InnovaBuzz 546
Bryan Rutberg, 3C Communications
Our guest in this episode is Bryan Rutberg, Founder and Principal of 3C Communications. Through speaking, training, and consulting, Bryan and his company help leaders and organizations turn customers into Lustomers™ – increasing profits, referrals, and other key metrics.
Bryan combines his passion for language, 20+ years with HP, McKinsey & Company, and Microsoft, and 11 years consulting to drive results. Bryan and his team work together with clients to find the right words that will reach their customers intellectually and emotionally, build their team’s communications skills. Bryan’s team also show their customers how to apply the same principles to build great relationships with employees, partners, investors, donors, and volunteers.
In our conversation Bryan talked to me about
- The inter-relationship between love and profit in business and the customer lifetime value equation;
- Treating customer service as a privilege and turning customers into Lustomers;
- Becoming a customer-centric storytelling organization.
Listen to the podcast to find out more.
Listen to the Podcast
Show Notes from this episode with Bryan Rutberg, 3C Communications
Key points and takeaways from this episode include:
- Love in business – when your customers want you to succeed because you do good work, you matter to them and you help them achieve their mission.
- Actions that tell you a customer has your best interest at heart and values what you bring to them – referrals, references, longevity.
- Customer-centric call center metrics are things like time to solution, approval of the process, willingness to say nice things afterwards.
- The customer lifetime value equation – how much do you spend with me? how often do you spend it? and for how long do you remain a customer spending that amount on a regular basis?
- When an organization treats it as a privilege to help their customers achieve their objectives, it generates loyalty in a sustainable way.
- Little expressions of gratitude help build long term loyalty.
- Customer-centric is a culture you need to build right throughout your organization.
- Leaders should encourage their employees to use more stories in their communication with their organization and with their customers to make it customer centric and bring value to their customers.
- The first step towards becoming a storytelling organization is to become a story collecting organization. The second step is to get people to be more comfortable telling stories.
- It’s not about your product, it’s about what the customer does with your product.
The Buzz – Our Innovation Round
Here are Brian’s answers to the questions of our innovation round. Listen to the conversation to get the full scoop.
- 1 thing to be more innovative – Set aside your ego and approach every opportunity as an opportunity to focus on your customers.
- Best thing for new ideas – Talk to a lot of people who are much smarter than me.
- Favourite tool for innovation – www.merriam-webster.com
- Keep project/client on track – Communicate, be clear about your intention, tell them where you intend to take them and what questions you need answered along the way. And then give them regular progress reports as you’re getting there.
- Differentiate – Communicate better than anyone else and care more than anyone else.
Approach every interaction with another human being, with love in your heart and an openness to having that servant mindset. Know that you can be part of making someone else’s day better. And read through Bryan’s e-book.
You can reach out and thank Bryan through their website.
Bryan suggested we have a conversation with Ian Hameroff, Founder of the Fulcrum Group on a future InnovaBuzz Podcast episode.
- Website – 3Ccomms
- Twitter – @3Ccomms
- “Love and Profit: Ten Ways to Transform Customers into Customers.“, Bryan Rutberg
Cool Things About Bryan
- Words and language have always been Bryan’s passion. He has a Bachelor’s Degree in English Literature.
- Bryan is a wanna-be skier in the winter and delights in driving his 20-year-old convertible on long sunny days during Seattle summers.
- He wishes he knew more about whiskey and gets lost in great fiction when he’s reading for pleasure.
If you’d like a peek behind the curtain, of this show, go to innovabiz.co/flywheel – there you’ll be able to get your very own Digital Token which will give you membership of the Flywheel Nation Community, where you’ll have direct access to our amazing podcast guests, as well as a short audio program that walks you through the entire InnovaBuzz Podcasting Process. We have minted just 30 copies of this digital token so get in quick before they’re snapped up!