Turning Your Existing Customers into Fans with Matt Barnett

This week’s episode is with the amazing Matt Barnett, the founder of Bonjoro. As a frequent user of Bonjoro, I wanted to take the chance to showcase how you can use them within your business. With a focus on loving your existing customers, this is a great episode for those that are looking to make the most of the clients and customers they already have. This is often something we ALL forget to do so I know this episode is going to be valuable to absolutely everyone.KEY TAKEAWAYS COVERED IN THE PODCASTTechnology can allow us to do some incredible things, creating an endless list of opportunities for those that have online businesses.Your business shouldn’t be faceless, even if you’re a team of 100 people you need to ensure there is a ‘friendly’ face to your business - even if it’s just a meet the team page.If you’re using Bonjoro, it should be a second touchpoint with your potential customers as you want it to encourage them to take the NEXT step in your funnel. You want to use it to surprise people and show them that you care.To get your customers to superfan status you need to nurture your relationships with each and everyone of them.If you’re going to give ‘swag’ away to your customers, you need to ensure you’re staying away from the traditional. It needs to come from the heart and make someone open it and say wow.If you’re looking to make strong connections with people you need to make gestures that impress them, however you need to consider the ROI.Don’t get blind sighted by growth hacks and shortcuts, you need to find stuff that works for you. Yes, there will be stuff that is mundane and repetitive but if you do it every day, it works! There is no quick win.Don’t outsource the stuff that matters. You need to automate processes but never your relationships.THE ONE THING YOU NEED TO REMEMBER ABOVE ALL ELSE…Having a personal connection with your customers is the key to building a personal brand.HIGHLIGHTS YOU SIMPLY CAN'T MISSIntroducing Matt – 04:00What is Bonjoro? – 11:15Turning people into customers – 17:09Creating ‘superfans’ for your business - 27:30Real life Bonjoro examples - 33:40Are bold gestures key? - 44:10Transcript below Hello and welcome to this week's episode of the podcast. So couple of things to kick straight off with. Firstly I'm not doing this in my office, so I apologise if the sound quality is a little bit differently. And secondly I'm sure you can hear from my voice that I have got a bit of a cough and a cold. And obviously when you do those stuff that I do, i.e., pretty much everything I do is speaking, that is a bit of a problem. And it particularly is a problem because tomorrow I am ... Well I'm currently sat in Harrogate which is why I'm in a hotel room, in the UK. And I'm at a conference tomorrow with Professor Philip Kotler, who basically, if you did a degree in marketing, you'll know exactly who he is, because that's the book we learn from.That's the kind of ... Oh I don't know how to describe it but basically he's like the main person that you learn marketing from. So to be on the same stage as him is phenomenal. And obviously, it's a little bit frustrating that I've been run down with a cough and a cold and it hasn't quite gone. So this is probably going to be the shortest intro that you've ever had. Now, this week's episode, thank god, is an interview or otherwise I would be in trouble. So this week I am interviewing Matt Barnett who is the founder of Bonjoro. Now this interview was fab for two- three good reasons actually. There's many more, but three main ones.Firstly, I love Bonjoro and I use it in my business, and obviously we're going to explain to you what Bonjoro is. And personally I think I could find a way for it to work for pretty much every business out there and a way for you to stand out from your competitors and help not only convert more customers, but then love the customers you've got. So I'm going to be talking about how I use it, he talks about how other people use it. And I am going to put a link in the show notes, which as you'll know is teresaheathwareing.com/92 as in the nine and two. And I'm going to put my affiliate link, it is an affiliate link in there. So by all means if you don't want to click on that, no worries. Just Google Bonjoro, you'll find them.But it's a great, great platform. I do love it. And you know full well that I don't often have affiliate stuff. I don't promote loads of different systems. I only promote stuff that I absolutely love working with. So that was the first reason that he was great. The second reason he was great is because he loves talking about how to love your customers and how you can go that extra mile for them and some of the cool stuff you can do to really build that relationship with them. Which, if you follow me you'll know that that is a fairly big part of what I like to talk about. Because that's the thing that people forget. They're so desperate to suddenly bring on a customer that once they've got then they don't really love them. So as you know and I'll talk about it in this interview, anybody's who's in the academy gets the world from me because I think they're wonderful.And then the third reason was because on our brief discussion before we then started the interview, I found out that even though he's in New Zealand currently, lives there. He actually went to school, seriously about 10 minutes from where I grew up and lived my entire life. So how funny is that? But he's such a nice guy. I think you're going to really enjoy this interview. Lots of good tips and things for loving those customers. And yeah, I'm just going to leave you to it because I've got to rest my voice. So I hope you enjoy it. Introducing Matt Here it is. Okay. I am really excited to introduce the very lovely Matt Barnett to the podcast. Matt, how are you doing?Great. Thanks, Teresa. Wonderful to be here.Oh, I am really excited to have you here. In fact, we've just been chatting before we went live, talking about the fact that even though Matt is now in ... Are you in Sydney or you've moved out of Sydney did you say?Sydney, but kind of on the outskirts. So yeah...Okay. So even though it's early morning for him, evening for me, he actually went to school in the town that I grew up in, which is crazy, crazy small world. So we've just been having a really good chat about that. Kind of got a bit distracted about the podcast, but anyway let's crack on and do the podcast. So Matt in case my audience don't know who you are, they might not know who you are because I think the product is the name that they will know, do you want to explain to my audience who you are and how you got to do what you're doing right now?Yeah, sure. So my name's Matt. I moved to Australia from the UK maybe kind of 10 years ago chasing surf as you do when you kind of in your 20s. Found tech, started building tech products. So we run a company called Bonjoro, which you may or may not have heard of. I'm actually an artist and a product designer by trade. So how on earth I ended up building a tech company, I'm not sure. I can't remember why but here we are.Crazy.The whole reason it started is because we used to run an agency. And moving to Australia we still had clients in the UK and the US. And we used to get these clients coming in. And we were quite frightened if they ever met us. We've got a lot of kind of charisma. We were a little bit brat-ish I would say. So as these leads were coming in, we used to send them videos. We used to send them comedy videos. So we'd get these leads coming from Ogilvy and these giant agencies. We used to get the ferry to work, so I'd be on the ferry, go past the opera house having a chat on a video. Like wind on my hair probably couldn't understand me.[Jamie 00:05:54] having a bit of a good time with the coffee peep. And we send these videos to these pretty serious leads.Brilliant.And they loved it. And it was a creative industry. And what we were after was going into your own pitch, this agency that we had.Yeah.And then we know what you guys do still, but come in and see us when you're next in London, when you're next in the States. And it was kind of a bit of an eye opener and we were like, "Well this is interesting." You have the videos where you get a personality across which is a big part of our brand, which is how we get it and then it kind of sale. And then one of his clients one day was like, "Hey, there's this video email thing, can I they use this?" And I was like, "Yeah, sure. It looks like a dog's dinner, doesn't really work that well but go for it."And then a few of their customers came through them to us and they were like, "Oh, could we also use this?" And we're like, "Hang on, hang on. This isn't really a product." And then you know against all kinds of, I guess advice in the world, me and my CTO were having a beer and I was like, "You know we have to build this?" And he goes, "I knew you were going to say that." I'm already building one company. He's like we really shouldn't start another one. I was like, "I know we shouldn't, but we also should."Yeah. So Bonjoro was born and was there a transition period? Where you went, actually this is... Is there still the agency or did the agency just get shelved? And how did that work?Yeah so we run both of them. Bonjoro starts to grow faster. I actually did the agency, we kind of looked at him, I said, look, well, well Joe has got much, much higher growth rates. It's now over. Can't taken it. Maybe like a year ago. I mean Bonjoro is only like two and a half years old.