Building Relationships with Customers at Scale (E144)

Vincent PhamvanFounder of Vyten Career Coaching Notes: Polish vs AuthenticityAbout Me, should be about the customersStorybrand Framework, Don MillerWays to talking directly with customersCall customers directlyUse Instagram Live/StoriesEmail is KingSMS will increase in the futurePaul Graham - "Do things that don't scale"Accelerate your learning"Get bigger without your customers feeling like you got bigger" Sponsors: Drip – Get a free demo of Drip using this coupon code!Spark Shipping – Dropshipping Automation Software Links: https://www.vyten.com/https://www.linkedin.com/in/vphamvan/https://www.linkedin.com/company/vyten/https://www.instagram.com/vytenprep/https://twitter.com/vyten Transcript: Charles (00:00): On this episode of the Business of eCommerce, I talk with Vincent Phamvan, about building relationships with customers at scale. This is a business of eCommerce episode 144. Charles (00:19): Welcome to the business. E-Commerce the show that helps eCommerce retailers start launch and grow the eCommerce business. I'm here today with Vincent and we had talking about how to build relationships with customers at scale. And this episode, he has a quote from Paul Graham that I really love that I'm going to link in the show notes. He also gives a list of different ways. You should be talking directly with your customers to get better customer feedback. I think there's some great tips there in this episode. So I will link to those in the show notes, but let's get right into that episode. So Hey Vincent, how you doing today? Hey, I'm good, Charles. Thanks for having me. Yeah. Awesome. To have you on the show, I'm just chatting a bit on the kind of pre show here, but I want to kind of get right into it. Charles (01:04): So talking about building relationships with customers at scale, so quick, quickly, a little bit of background, you're the founder of a career coaching platform. That's right. What exactly is that? So career coaching is if I'm looking for a job, that sort of thing, I've kind of switching jobs and you kinda, your platform helps folks do this, that kind of at scale, basically. Yeah, absolutely. So we saw a digital membership to a program that's called Vitan and Vitan helps people grow in their careers. So, you know, the average corporate job posting today gets 250 applications or resumes for every single application. So it's normal for job seekers to be pretty frustrated with the process you think about you're competing. And right now, especially with the pandemic, you're competing with a lot more people. And so we provide support job search strategy from everything, from your job search all the way through to your next promotion. Vincent (01:55): After you get that job to help people find fulfilling careers and you know, a life that they really love. And it's been really interesting when you take the look at how the pandemic has really impacted how people learn online. You know, as you know, e-commerce has taken essentially a five-year jump from the previous trends with this pandemic and has really accelerated consumer shopping online, which is why, you know, building relationships online is different than you do face to face. You know, when you have a brick and mortar store, if you were opening up a store, you know, if you sell cooking gear, you can have cooking demos in your store and invite your customers to come in. You know, you think like the, the home Depot style workshops where families come in and, you know, the children are building a bird's nest in the store. Now the challenge ends up being, how do you do that online? And you know, the good news is you can scale that to a lot more people. Bad news is though is it's not as easy as just setting up a table in store and just having a bunch of people come in where that's a pretty simple strategy to do. Charles (03:00): Yeah. So it's almost like you need a playbook on scale on that. Right?