Episode Overview

Conversational commerce is the secret behind some of the biggest success stories online.  It brings good old fashioned shopkeeper relationship sales in the 21'st century in a way which truly scales and delivers results like nothing else.

This week my guest is Paul Ace, one the worlds leading authorities on conversational commerce ( or c-Com ) and he's going to share exactly how to make it work for you.

Paul's Website : amplifyccom.com

Automatic Audio Transcription

Please note : This is an automatically generated transcription.  There are typos and the system may pick words or whole phrases up incorrectly.  

Hi there and welcome back to Amplify the Personal Brand Entrepreneur podcast. I'm Bob Gentle, and every Monday I'm joined by amazing people who share what makes their business work. If you're new to take a second to subscribe through your player app. And while you're listening, join our Facebook community. Just visit, amplify me forward, slash insiders and you'll be taken right there. Hi there. And welcome back to amplify the personal brand entrepreneur. My name is Bob Gentle and every week I'm joined by incredible people who share what makes their business work.

If you're new to the show or take a second right now to subscribe and you're a player, and if you're listening on Apple podcasts and this is new. So pay attention, guys. Make sure you check the new follow ups and in the top right of the page for this show and you're up that way, Apple will actually send you the new episodes, which for some reason they stop doing so. Before I jump into introducing this week's guest, I have a new thing.

After nearly 200 of these interviews, I've learnt a thing or two. And it turns out success leaves a trail. And I want to offer you that map. So head over to amplify me dot agency forward slash road map and grab your copy of my brand new personal brand business blueprint. Everything you need to start scale or just fix your expert business is yours for free as a gift from me. So let's get into it. This week I'm speaking to Paul ASW.

I've got so many questions that I want to ask. Paul is Paul. For those who don't know you, why don't you just talk a little bit about who you are, where you are and the kind of work you do?

Yes. So I am from the UK in the heart of the Midlands in Derbyshire, and we help people with conversational commerce. More specifically, we work mainly with seven figure high ticket cost creators. And we we help them go from drop in Roissy. And a lot of people are saying right now that their return on outspend dropping off a cliff and we help them generate an extra six to seven figures in new revenue by using Secombe. So for anyone who doesn't know what conversational commerce is or Secombe, then it's all about creating an eight percent human like experience and a twenty percent human experience.

So what what that means is think about how you would normally have a conversation with someone. Right? So a lot of the time when we send emails out or send text or whatever the platform is, we turn into this marketer rather than being just having a conversation with someone. So we go, well, how would you normally have that conversation? Okay, let's automate that first message or the first and second message in that sequence and then hand over to humans for that twenty percent human experience.

Say, what that means is we build more engagement with everyone in the audience and at the same time we're getting feedback from the customers that we can change our messaging to make sure it's handling the objections and using that language patterns. And then thirdly, it increases sales because people buy from people that they know, like and trust. So when they're actually having conversations with people, you tend to buy a lot more from those people. And then we also take all the different data points and understand why do we need to move the needle the most by using conversational commerce?

So people listening might not have heard about conversational commerce in the past, but they probably vaguely heard about chat bots. So essentially what you're talking about is an elegant, intelligent use of chat to my right.

So it's a I'd say the word, but essentially as well has a negative connotation. So we we we don't just focus on bots per say in chat bots. We are focussing on multiple different channels. So SMS, email, messenger, a personalised video messages, personalised email, voicemail drops. So where like how do we incorporate all these different communication platforms together to create this, this best customer experience that guides people through to the CEO? So we're more about, OK, let's and I'll be honest, when I first started doing this stuff, yeah, everything was a chapel and it was just like, oh yeah, pressing buttons.

And it got to the end and then hey presto, they go and buy something or they don't buy something and that was it. Now we're like, how do we create that hybrid between the two where we start off by going OK, well how would I normally have that conversation? So let let me give you an example to give us some clarity. So, for example, let's say someone goes to a page to go and buy thirty seven dollars product, something like that.

They get to the page to get to the checkout. They they abandon the car. Right. They run the car at the checkout instead of just go in, send in an email say. Hey, hey, Bob, you didn't complete your order. You can go and complete your order here, right? Which is 90 percent of abandoned car emails and it builds no connexion, no reports at all. What we'll do is we'll grab the phone number on that, opt in as well, and we'll send him a taxane, for example.

Let's say it came from provi and I'll be like, hey, hey, Bob, it's Paul. I just wanted to see if something went wrong or something broke and she started ordering but didn't finish. Can you just let me know and I'll get it fixed up? Hmm. So then what happens is then you feel a obligation from your side to respond to that message, to say, oh no, nothing my wrong. I don't want you working on something that isn't wrong.

Now, I just had a question about blank. Yeah. And then I can handle that objection now and then and guide people back to the sale. And the problem is most people assume and I'm not sure if I'm allowed to cuss on here, but am I allowed to you. To you. Yeah. So I assume a lot of people say, A, she makes an arse out of you and me. Right.

So that's barely cussing. I was expecting something much stronger.

I'm English to try and keep it. Frankly, so am I as regards to that. That that means when people are guessing what your audience is saying, then half the time you going to miss the mark. Right. It's basically going, oh, by the way, I want you to shoot a gold in the centre of a archery board. But what I'm going to do first, I'm going to give you the bow and arrow. I'm going to put a blindfold on.

You're going to spinning around and then you need to shoot that that centre of the target rather than doing that. Why not just get the archery board, bring it right next to someone, take the blindfold off and let them just place the arrow in the middle because they're telling you exactly what's wrong. And then you can give a customised solution to fix that thing.

See, it's very easy to listen to that and think that you're talking about manipulation or tricking people. But actually, if you think it through, you want to give the visitor the experience, the best experience you possibly can, because it's great experience experiences, an intimacy in relationships that ultimately lead to the like. No trust leads to sales. And if you're going to build relationships at scale. Building in a degree of automation is the best way to do it because it allows you to get closer if you can't get closer than that connexion is what will lead to sales.

So I really like what you're talking about and. You can see how far your ideal customer and I mean, you're talking about seven figure entrepreneurs, and it's very easy to think, well, that's not me. But people like John Lee Domus or Vargus were not always seven figure entrepreneurs. It took some work to get there. Today's sort of average entrepreneur is tomorrow's seven figure entrepreneur. So anybody listening who's thinking, you know what? I like the sound of that, but I don't even know what tools to buy.

I don't even know how to get started on this. If Bob Gentil wanted to take the first steps that will lead him on a journey that might get him to the point where he can hire a police, what should he be doing today to get him to that place?

Yeah, so I was in this position. I didn't start doing conversational commerce for seven figure businesses straight off the straight off the bat. I actually did my own business and learnt anything. So, for example, I used to have a bridesmaids dress business. I run the business for a guy to run at me and my wife. We run this bridesmaid's dress business and we wanted to create a better customer experience than anyone else. So what I did is every time someone bought a fabric sample, barramundi paying one pound ninety nine.

So like two point fifty nine, two point fifty for this fabric sample. Now, what experience did they get from the other bridesmaids dresses? They paid for that? The sample goes out. They then bridesmaids dress shop, hopes and prays that that person comes back. I was like, that's not going to work for me. I want to make sure that those people become closer to us at that point. So we sell the fabric sample and then straight away that would trigger a video message.

Right. So we use something called Bunyoro, really easy to sell. If you've not used it before, you can you can go on Bunyoro and then what happens? It sends a notification to your phone when someone takes a certain action. In this case when they made a purchase and then it's called the Bunyoro. So I just press one button on my phone and I would have the phone out and say, hey, I just want to say congrats on ordering if I was.

I know it's such an exciting time when you're planning for your wedding. Now, I'd love you to be part of our Facebook community as well. We've got over 3000 brides to be in there, probably going through a lot of the similar things that you are right now having all the similar questions. So there's a button just below this video. You can click that and join that link. We love to be part of the community. If you've got any questions about your fabric samples at all, just let us know they should be there with you in about a week.

I have a fantastic day and I'll catch up with you soon. I did that for every single person that we sent a sample out for.

I love it. It's very manual, but it's super quick. And you can imagine how that positions you in the mind of the recipient. It's you're in a very different place from anyone else that they might have talked to. You're no longer sort of one of a bunch of open tabs.

Mm. And and what made that even stronger? I did the same thing with the abandoned cars. So we we we use this, there was this app and I don't know if it's still available on Shopify or not. Why it's called Skout. And at the time what Scott did is really cool is when someone abandoned the car. If they click the little button that said, I want a discount through messenger. Well, in fact, when it first started, Masingill was a Wild West.

So basically they could go to the checkout and as long as they'd gone through Facebook, then it would recognise their account anyway. So they would go to the abandoned car and then it would send me a notification on Messenger to say someone just abandoned car. So I'm on Facebook generally. I'm getting a message, a messenger saying someone just abandoned the car. Here's the phone number. Here's the name. Here's a script to say when you're on the phone, give him a call.

And I would ring all these abandoned cars and go through this very conversational sales process. Well, it wasn't like, hey, you know, it's your money car. Why are you running your car? Are you going to go and buy? Right. We don't do things like that because that's not going to work. But I was that how can I use this to build more repoll? So I get on the phone to say, hey, it's Paul from Dream Many Secrets and just wanted to give you a quick ring.

I noticed that you left the dresses in your car. I just wonder, did something go wrong? I just wanted to see if you needed anything at all. And then they're like, oh, you know, same kind of what went wrong kind of thing. And then what they do, they tell you all about the wedding. And then sometimes I'll be on the phone with them for ten, fifteen minutes. Just go in. Or we thought about this for your wedding.

We thought about this. And I'm really struggling with who to invite for the what have you got any other struggles I can help you with right now? And because I've been in the wedding industry for like four years anyway, so I didn't think I knew all the things that they were coming up with. And then I oh, I don't know whether to invite my sister's boyfriend or not. Well, you know. Do you know him well and that.

So we'd go through these conversations and then at the end, like, thank you so much as I listen, I really appreciate you spending the time with us today, so I'd like to do something special for you and and give you a discount code now, because this is kind of out of my control, but it will only be valid for twenty four hours. So can if I send you that now, can you just type in type in that you are out yet.

Type in that address. Great. Yet. And then I'd walk him through the sale and say just check that code works great. So that abandoned car would go from basically they were just going to go somewhere. It was just window shopping to spend in five, six hundred pounds with us.

Now what's really interesting listening to that is when we began talking, a lot of people would have been assuming as automation, this guy is just going to be talking about automation and scale. Actually, it's the complete opposite. And I'm sure there are elements of that when you're working with thousands of leads. Sure. But what you're talking about is good old shopkeeping. Yeah, it's it's really that is bring in the old traditional skills into the 21st century using some really simple tools to allow you to just sell better.

I love it. So how do you scale that up?

That's a great question. That's where I want to go with as well, Bob. So a lot of people say, oh, well, that's not scalable where you go. Well, look at your customer biogenic. So one of the first things we do when we go into any business is look at the customer journey. We map out every single email, SMS, voicemail, every stage of the funnel. We look at everything so then we can pinpoint the highest ROIC journey.

Now, once we've looked at that, then we go right. Where can we add conversation in here that's scalable. So, for example, let's say let's say you sell in a high ticket course. Now, you may have a low ticket product. You're not going to send a personalised video message to everyone who abandons the cart when you're getting like 500 customers a day because that's just not scalable. You can't do it. However, what you can do is have a variety that are handling the text messages.

For example, for those what may be wrong messages you could pay, you know, four or five hundred dollars or something like that a month, which if you're just getting started, may sound like a seven figure business. It's very cheap to have customer service for four or five hundred dollars. Yeah. And then you could say you give them all the evacuees. So every eventuality basically over the course of a week, you pretty much say all the questions are going to come up and you go great.

If someone says they say this, it's almost as they say this now. Then it gets further down the buying journey as we get towards, for example, let's say someone submitted a retainer for a paid five hundred dollars retainer for the high ticket programme for like a five thousand dollar or ten thousand dollar programme. Now, that that point, if someone stopped in the pipeline there and got to the 500 dollar product, sorry, it got to the 500 dollar retainer and then it's been four or five days and they haven't gone and paid the rest of it, something's gone wrong.

There's either they haven't got the funding to pay the rest, that they've changed their mind and gone actually should have done this in the first place or they've just got some on listen to question currently they need help with. So we were like, well, at that point, how many people are in that space while significantly less than 500 a day. So it might be, what, two, three, four a day that at that stage on the 500 dollar retainer, what?

Not paid the ten thousand dollars. So what if we triggered a Bunyoro message at that point instead from the owner? So the owners are actually quite happy to go, hey, our record five, ten video messages a day, because I know if two of those turned into sales. Great, I spent twenty minutes on that and made twenty thousand dollars. So we look at the R a y every stage of the journey and we go, right, why would why can we you know, the whole 80-20 rule were big fan of 80-20.

So where can we get 80 percent a result from 20 percent of the actions? And that's why you apply the automation. So automate the stuff that can be automated and then personalise the stuff with the 20 percent human experience that can be humanised.

So I'm listening to this and I'm thinking about how most people handle even the basic basic things, like somebody just downloaded your opinion of your website and you said, and let's be honest, people. Let's be honest, listener. You might be getting one Opt-In every other day. And how are you responding to this with an email automation? Maybe you just imagine how people would respond differently. If you actually took that Hopton at face value and actually valued and thought, well, what's the potential lifetime value of this person, it's really high potentially, and we don't respond to that with anything like the degree of respect that we would if somebody walked into our shop.

So when I when I listen to you talking about it at scale, it makes me embarrassed about how I deal with it when it's not at scale, because that's why it starts. Right. And then, like I say, you just move move those processes along, actually scale further up. So we have a different approach. So I've just been set up a new system because you know the old couple issues, right? Yeah. A lot of the time you end up doing that thing less.

So the last couple of weeks was like, right, we'll get we're going to get our systems really dialled in and get all these drip sequences going on as well. I want to say dream sequences. It's not like, hey, like I'm just going to teach you I'm going to talk about, you know, it's like how do we build conversation over that time period? So if someone said they're not for one of our three things on our side, first thing that happens, they got a text message and that text messages from our customer success team.

Right. And at that point, they say, I just just wondered, you know, what business you're in or it could be what business you in or it could be did you get access to it? OK, because then people feel obliged to say, oh, yes, I did. And then what? Oh, you're looking for. And that first thing after the opt is to get a response. So I have I think a combination of SMS, voicemail and emails is about seven, seven points in that sequence.

Not a single one is selling anything at all they're looking for is if I don't get a response, how can I create a different angle to get a response? Like what business? The UN what what what are you kind of what she what she challenges, you know. Tell me about this, because I've got a ton of free resources that could help you. Right. So all the time we're reaching out. It's just like, hey, how can I help?

How can I help? And we just frame it in different ways over SMS, voicemail and an email. And it can be really, really effective. I mean, one of the things, if you want to be a bit off the wall, one of the things I used to do with an abandoned car, I saw this viral giveaway system. So we did hundred twenty one thousand dollars with one hundred and fifty dollars in ads. And I took that bought a messenger system that we did.

And I was I'll package it up and sold it for forty seven dollars, which was kind of crazy. So I was driving people to this paid and if they abandon the car they got a voice mail message fifteen minutes later from me. So it's a regular voice mail and it was like, hey, it's Paul from Amplify. Listen, one or two things has probably happened. No. One, it was actually a robber that started as a stolen laptop and then they started filling in the details.

So if so, like hello to you. And number two, you may maybe decided that you researched me more than you actually hate me. Or number three, you're just not sure if you trust us yet. So here's what I don't don't do this. Whatever you do, don't go and Google amplify Secombe right now, because I'm really scared about what you might find anyway. Have a great day. If you've got any questions, just email Paul, amplify second comment and we'll help you out.

Have a great day by trying to get people's attention exactly what one one person like it was in my network, like an iPhone in the private linked to it. And he bought it just after he got that message. You and I got that voicemail for me to go and buy it. I just thought it was hilarious.

As you might know, the show is supported by our sponsor. I go Arapiles. Now, you know how hard it is to juggle all the things in your business, the accounts, the meetings, the never ending inbox. And that's why I teamed up with a group to give you more than five hours back a week. When it comes to managing your social media marketing, no complicated Excel talks, long emails or millions of open times simply manage all your social media channels in one place.

Go to amplify me. Top agency Fogo ripostes to score two months for free on me now or you have to do is figure out how you want to spend those spare five hours. Something that's sort of popping in my head here is in order to be able to execute on this, you're going to need a few basic tools. And the first challenge that I see is having the x ray goggles that let you see in the side of the funnel as to where people are and then the triggers to alert you to respond.

So what sort of foundational tools would you recommend for for monitoring that for the average if you're just starting out and getting going? Yeah, so. I'll tell you a little bit about the kindness of the we use and then like here's a simplified version of it as well, if you're just getting started. So typically we're measuring, you know, the customer journey and all the analytics and seeing exactly where the highest are always. So we use for analytics to map the customer journey out.

We use psychometrics as well for tracking all the data. And we then also use good old fashioned Google sheet as well to plug all that stuff every week. And then we highlight things in red or green, depending on whether they've gone up or down. So we can see where the trends are and see what needs to move the needle next. Now, if you're mapping the customer journey, you just getting started. You use something called Jordao. It's made by Google.

I think you can get to the same place by a diagram that I think they've got both those domains. But, yeah, Google owns that. It's free. It's like Lucija, which is basically like a flow diagram builder. So you just draw a load of boxes, right. Okay. What happens at this stage? They stage this stage for analytics is a version of that that's got more integrations. So that is what I do out of the gate to get started is definitely map out that customer journey on, draw the IO and then after that, then, you know, if we want to get started in a cheap, cost effective way, use something like, you know, we've got our own platforms that we use.

What used to like many chat because you can get started for ten dollars a month. And I think at the moment, I'm not sure if this is still the case because I'm using them as platform watch, but they would include in a ton of free SMS messages that you could send out. So you could use that for email, SMS and messenger to to send stuff out to people. And you've got it all in one drag and drop below, which is not got that much of a learning curve.

Yeah, I used many channels for sort of Facebook Messenger. I hadn't considered it for other elements.

Yeah, they added that in. I mean they, they saw what was going to happen with compliance as well. Right. When it came to messenger. I mean anyone who is in Europe, you can't respond to messages like after the 24 hour window. It's getting harder to bring people back in. You know, we we found a few different ways to just utilise messenger as a side piece a little bit more now. So, for example, recently we we linked up with some software we've got about creating personalised images.

So we said, hey, anyone who's been through this challenge before, we are going to give you a free pass to the next challenge for free. Yeah. Now, when they went into messenger, it started off with a personalised image where they with their name in it and said, are you ready to claim a free pass? They said yes. And at that point, we use some crazy automation stuff to be able to create a ticket that says your entry to the next challenge, their name.

And then we actually even created the ticket number unique to them with a unique ID.

It sounds like a lot of work.

Do you know why it took me 15 minutes? Because you know what the tools are and how to do it. Then it starts to come together. What we did that. And then here's the great part about it. Now, I knew that twenty four hour window is a magic window. So what do we do next? Well, firstly, we said, by the way, would you like to upgrade to the plus experience and then the like either what is a plus?

So then you can answer that in there rather than just going straight to a page, you can answer all the traffic cues. So then if they go ahead and buy, great. If they don't, they don't, that's fine. Then what we did is wait 15 minutes and say, by the way, we sent another message that, by the way, we're giving away some amazing prises for anyone who shares. So we created a virology piece. So go in, go into Google, go and share this with three people.

Send us a screenshot that you've done it and we'll check in with you in two minutes. And we checked in with them two minutes later with Automation's. I said, great, did you finish tagging those people? And they said yes. So then they said, yes, great. Upload your screenshot. Great. Congratulations. We've just ten extra entries into the giveaway.

So now when I listen to all of this, I think about how most people run. I'm going to say their Facebook ad campaigns. Yeah. And I look at the kind of claims of increased return on ad spend you describe on your website. Yes. And I look at that. I think that's crazy. I can actually understand why it happens. It's because of the the nuance and the detail and the experience and the the finesse of the touch points.

I can totally see why it would just work better. Why the ads? And would just achieve more, and it also tells me why you're able to charge the way you do, because one of the things that stuck out like a beacon on your website was you get paid on return, you get paid when they get paid. I'm curious to know what triggered that, because not many people would do it that way. Not many people do do it that way.

So tell me the story that you get paid. I get paid when you get paid. What was what's behind that approach and how is it working?

I firstly need balls to do that and you need to get results. People say, yeah, I mean, typically how we work is dependent on what the project is, right. If it's very hands off and we know we've already got a system or we've got a strategic partner that we can work with as well, sometimes that then we'll just work on that, that when winds right out the gate, sometimes we have higher costs and we'll say, listen, this is a cost for the higher costs and that that just covers that.

And then after that, we don't charge any retainers. We just work on gross profit. It might be working gross profit. It might work on revenue. To be honest, most of the time, because it's funny, I would say to a client, and we call it client interviews, right. Because because it is very much the way we work is if we don't think it can be a win, then there's no point taking on that client.

You say a lot lot of agencies and I 100 percent by name names. It's some amazing agencies out there. We see some agencies that just go, oh, I got a client. Do you know if you can get I don't know, but I'll get my retainer. So, you know, I'm I'm happy. I'm like, wait a minute. If we take this person on and then not a good fit, then it ain't going to work out.

It ain't going to work out for either of us because they're not going to be winning. We're not going to be winning. So we very much like them from that perspective. We go right some way. Let's find out where the holes are in your sales process already. And I've already got a very good idea of whether we can make an impact there. And one of the questions I always ask people, especially lately, is what's your LTV? And nine times out of ten, even seven figure businesses go, I don't really know.

Yeah, I think I won't make too much of a lifetime value for the listener. Exactly. So that's actually a lifetime lifetime customer value. And so what a lifetime customer value on a phone or by phone or basis that while we make a lot of money and I've got profit coming at the other end, it's like, oh, we're on like six X return or you like. Well, great, but then what's going to happen three, four years down the line?

I mean, we're even seeing it right now, right. With with Facebook ads and everything, like the compliance is getting crazy. So what's going to happen three, four years down the line when some of these big players really do start spending a lot of money and it's a supply and demand thing? There's no real estate left on Facebook, right. It's still filled up with ads and they're even they're even advertised starting to advertise in groups.

Now, something that I'm curious to know if this is what you find when people answer that question, what's your lifetime value with a blank stare? I would get quite excited. Oh, yeah. Because a lot of the time, all the low hanging fruit is actually selling things to the people who've already bought rather than new people. And if they haven't been systematic about extending value to their existing customers in other ways, there's a huge opportunity there and largely one that's ripe for the systematic approach you take.

Yeah, and the exciting thing about as well, Bob, is it's not just the selling to the existing customers. Sometimes they're already doing it, but they don't know that they're doing it. Right. So what what everyone I say everyone what a lot of businesses are looking at is, OK, I put this much in ads today. How much did I get out? Now, when you're seven figures plus that, what happens is you go into a broad and broad and broader audience.

So you might start off your first ten people that you're going to get as customers. It's quite easy to find absolutely perfect customer. It's like, where's Wally? Right. But I are in America. Where's Waldo? Well, over time then that that becomes harder and harder because you've started to saturate our audience and those people say, yeah, your cost to acquire customer goes up and up and up. So then it's not a case of how much does it cost to acquire a customer.

It's how much is that customer worth after 90 days? So we've just started looking at this new report called a sales velocity report. So without getting too technical, I can I can look at basically each funnel and go right. When someone comes in that funnel within 90 days, they're worth this much or within 120 days they're worth this much of a lead in going into that funnel at. And 90 days is worth this much, so then we can go, hey, by the way, you can look for challenges, for example, right?

It is a lot of what people consider front loading. So you might go and spend like one of our last challenges. We just spent two hundred thousand dollars on ads. And I can say that because because their personality before they worked where they set it on my podcast as well. So sat in the open. So they spent two hundred thousand dollars on ads and we made over a million. However, we lost about 100000 thousand dollars in the first ten days.

We had to go hundred thousand dollars in the hole to make a million. Yeah, but if, if they weren't 100 percent confident in the numbers and they say it's like we had this conversation the day with the next challenge and said is he said, Paul, how much can I spend to acquire a customer? And that having that responsibility in in a team to say this is this is exactly what you can spend, I need to know every single number inside out, because when you get to that level of scale, if you don't know it, then you're going to be in a right mess.

And that's when we go, OK, now now we know that no. How can we increase that lifetime value by adding conversational commerce?

Yeah, I'd like to turn things a little bit towards your own business now. We've spoken a lot about what you do for your customers. I'm curious to know about your own sort of going to market strategy. The reason being, it be very tempting to think, well, you're all about the conversational commerce. Therefore, that must be your route to market strategy. However, I'm always surprised by people's strategy because it's never what people think it is. So I guess the question I'll ask you is, one I've often asked many people is opportunity can come to us as a result of our content marketing.

It can come as a result of campaigns, ad campaigns specifically, or it can come through relationships and referrals. What does that mix look like for you?

Yes. So it's it's mainly relationships and referrals. And the reason the reason for that as well is the kind of businesses that we're working with. Right. If I, I have to I've done this. I've tried it. I've tried the whole Ascencion. I've bringing people up through the levels. And I, I could quite, quite easily go, OK, well, I'll do the ascension plan, maybe a thirty seven dollar product and we've done things like that and then sell them into a five K programme or a 10K programme.

But that's not our model. So the people I'm working with, they're not selling the same thing that I'm selling. They're selling that wholesale programme and I'm not selling a wholesale programme. I'm, I'm essentially partnering. I'm finding partners. So people who go through and buy thirty seven dollar products and then a two hundred dollar product and then a five thousand dollar product, very often they're not businesses that are already at seven figures. No. So rarely. Yeah.

So, so what I, I focus and we, we really dive into this a lot more is customer while. So two things, case studies and customer, while like this is why when I'm on this podcast with you, I'll share these numbers, I'll share exactly what we did because some people were listening to this. Oh, my God. I can't believe he told us exactly what you did. However, other people, the seven figures plus the guy.

I want someone to do that for me.

Yeah. Get me his number.

Yeah, exactly. Because people like what you realise is getting off people, helping of people get what they want and you'll get what you want. So like on social media, I'll be like, here's a breakdown. How we did three hundred eighty five percent ROIC or like here's how we took this challenge from turned a challenge from live to Evergreen and went from zero to one hundred twenty thousand dollars in eight weeks. And then I'll break down the steps. You know, I won't go into exact detail of every single picture and everything and everything that we use, but I'll go.

Here was the main steps that we went through. And then then I'll put some silly call to action, just like, you know, if you want some help doing this in your business, put on your wetsuit and slippery slide into my DMS and stuff like that. The other side of it is a customer. Wow. So we actually have a customer wow. Section on our daily Huddle's. So anyone who's getting started, you you may not be familiar with what daily hotels are.

Some people call them scrolling, some people call him Overstuff. But we have a 50 minute Hodor each morning with a team where we go wins. So what is the biggest win for yesterday? Ten second win for everyone on the team, no roadblocks and then weekly commitment. So what do we commit to achieve? On a Friday we add in Sa'adat what is one customer wow idea that we can do in the next seven days? And I have a timer and because it's already already unstable, like I've got I've got this little silver timer I set for one minute and I create this like very energetic state for everyone because I go right one minute, go.

And then you've got one minute to essentially pitch. Pitch me their idea on what customer wow. Idea I think we should implement in the next seven days and why. So what happens is you create this momentum of customer. Wow. And that's could be customer. Wow. For our clients it could be customer. Wow. For our clients clients because they actually ask us to Malatya our clients if we got hey, we've got this great customer wow. Idea for your customers.

And they're like, oh wow that's brilliant. Yeah. How do we implement it. It's all right, we'll handle it that are fantastic. So we do that every week and then I'm like focussing on our onboarding and the communication throughout that whole process. So for example, we just launched our own podcast like four or five weeks ago, and I was like, how do I make the best customer journey? So we created a five day drip sequence of what to expect when you come on the podcast.

And each one of those messages is conversational and leads a more towards knowing what to expect when they get on the podcast. Now, then I set up some crazy automation's. Where is that right? What are the things I'm asking at the start of every podcast and what do I need to ask at the end of each podcast? And then what are the questions that I want to ask every time? And then we take those in so they go through their own in and then they get in all these real conversational reminder sequences.

So, for example, let's say it's five minutes. It's two minutes before the podcast is about to do to start. They get a text message from me. It's like it will be like, hey, hey, Bob, just jump in in the same room. See you in. That is a link. Rather than, hey, Bob, here's a reminder that in two minutes, your dorm room is opening.

He's saying that because that's what he got from me.

So no, no, no, if that's what I always, always, always room for growth. So, yeah, my point is with that is I want to create that customer journey for anyone who comes on the show that. And then what we do at the end of the show, every time, the first question I ask is how can we improve the podcast? Yeah, and then they Sawaya and then you improve it. And then what happens?

Then we added in the section that said, who would you nominate to be on the show next? And they have no hesitation in nominating someone because that's all I'm after. This is the best podcast I've been on ever.

No, that's mine.

Well, OK, maybe joint first. Bob joked about it first.

So there will be people listening to this who are thinking, give me his number and there will be others who are right at the beginning of their journey thinking, I just want to take one action. So what would be one action you can pretty much guarantee everyone should take if they're at the beginning of their journey?

Yeah. So real quick win to use is now most people should have at least some kind of abandoned self for whatever the thing is, whether they go into a webinar, whether they're downloading. I don't know whether buying a low ticket product so I can give first abandoned car email. Remember, every single customer is a human beating heart. So that means respond to him like they are a human being heart, not just another lead. So in that message, hey, just wanted to check.

Hey, it's Paul from Secombe or hey, his name from business. Just wanted to check in to see if something went wrong or something broke. Let me know and I'll get it fixed ASAP. Now you'll get a higher response rate on that than probably any other email that you send out. And then what you can do is then refine your message based on the feedback from that and create a feedback loop.

My wheels are turning in my head. I can see so many places to use this already. I have got a big to do list. I've been writing as we've been talking. Hopefully people listening will reach out one way or another. But if people do want to take things further with you, how would you like them to do that?

Yes. The best thing to do is go to amplify Secombe dot com so there's no hyphens or anything in that. So that's w w w dot amplify c com dot com. And there's we're just putting new resources section on that. You can listen to the to them figures podcast and you can also go ahead and book a call and see some of the other case studies and success stories that we've got on there as well.

And I will put links to those in the show notes. Paul, what's one thing you do now? You wish you'd started five years ago, conversational commerce, y'know? Yes, a lot of the time I hear things like, oh, I wish I started building my email list five years ago. This is taking things a step further into. Yeah, as I said at the beginning, good old fashioned service relationships and British shopkeeping.

So I like the Polish.

You have been a guest. Thank you so much for your time. And yeah, hopefully I get to meet you in person sometime soon. But for now, thank you very much for your time.

Thanks very much, Bob. It's been amazing to have a drink soon.

Yes. Before I go, just a quick reminder to subscribe and join our Facebook group. You'll find a link in the show, notes or visit, amplify me to firm forward slash insiders. Also connect with me wherever you hang out, you'll find me on all of the social platforms at potential. If you enjoyed the show, then I would love a five star review on our podcast that would make my day. And if you share the show with a friend, you would literally make my golden list.

My name is Bob Gentle. Thanks to you for listening and I'll see you next week.



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