Director of Marketing Content at GRIN
How To Instantly Build Trust With Your Ideal Customers And Turn Them Into Lifetime, Raving Fans
In this episode:
Papa Bear @ Bonjoro
A British designer by trade, Bonjoro is Matt's second company, founded out of Sydney Australia. What started as a sales hack for an Agency he was running, Bonjoro went from hack to side hustle to global business in 18months, and now has a team across 5 continents.
Matt's love of building great products is only surpassed by that of building great culture, and his goal is to be the next Zappos, to be the most loved brand in the world.
When not head down in product, Matt spends his time rescuing wildlife, teaching his daughter about beekeeping and running one of Sydney’s largest tech founder networks.
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About GRIN Gets Real
Welcome to the GRIN gets real podcast, the show for people who want to maximize their marketing potential. From influencer marketing to eCommerce strategy and everything in between, each episode will feature industry experts that share their insights and provide actionable tips to help you achieve your marketing goals. Subscribe and stay tuned!
Bonjoro lets teams engage leads and customers like never before with perfectly times personalized video. Founded in 2017 from a sales hack, Bonjoro has grown to over 50k users worldwide, driven by its ethos of “Automate processes, but never relationships”.
Full episode details
“We found that at certain points on the customer journey, taking 30 seconds to send a video to an individual, so to Suzy from Oklahoma, thanking them for their purchase, asking them to leave a review, suggesting they move on to a subscription… can have a huge impact in terms of engagement, and then driving better actions.” – Matt Barnett, Bonjoro
People respond to authenticity because they feel they can trust someone who is just being themselves. In today’s world where we are constantly bombarded with slogans, slick advertisements and click bait, creating an authentic, human connection with your brand is essential. A candid, personalized video, sent from a person in your company to the customer at specific points along the customer journey, will make your brand stand out amongst the competition.
Taking the time to speak directly to your ideal customers is one of the best ways to build trust in your brand. A relationship built on trust can turn new customers into raving fans, and possibly ideal influencers who will spread the word about your brand, and help you grow. Using a quick, personalized video can create an immediate human connection and help you develop a strong relationship digitally.
This relationship based customer experience creates a path towards longevity for your brand with customer lifetime values that truly last a lifetime. These are customers who will be looking to buy whatever you have to sell, and telling the world about your brand and influencing them to try you out.
Breakdown of the Grin Gets Real Podcast Episode 18
“There’s been a shift in consumer attitudes over the last few years, especially driven by the corporate side of town, which is that people are over the B.S. I think they’re starting to spot the kind of fake attitudes, they’re starting to spot the tricks, they’re starting to get fed up with it… And we’ve hit a tipping point where suddenly those brands [who are] actually authentic, and that are human, and that are just coming at you as they are, it’s actually pretty refreshing. And it’s leading to those brands growing faster. “ – Matt Barnett, Bonjoro
Matt Barnett is a creative person who understands the primary importance of human connection, and how to apply that knowledge to your business. Matt’s company, Bonjoro is a personalized video messaging system that uses the creative, emotionally driven aspects of video to deliver an authentic message from brand to customer at carefully planned points along the customer journey. Matt and his team have figured out a way to bring the authenticity of talking with your barista in a coffee shop, to create a digital culture that turns new customers into lifelong fans.
In this episode of the Grin Gets Real Podcast, Katya from Grin speaks with Matt about the power of video to connect with customers and build trust in your brand. They talk about the buzzword “authenticity,” why it is important, and how to achieve it. Katya also drills Matt on how to incorporate these video messages into your team’s workflow and business strategy, and what types of brands can benefit the most.
Together they explore how the world of online marketing is changing, and what brands can do to stay ahead of their competition. They dig into concepts such as:
- What lifetime value can actually mean for brand success.
- The best ways to link attribution to word-of-mouth.
- Why video is essential to building trust with your customers.
- How getting comfortable with using video can actually benefit your team internally.
- The two types of industries that benefit from customer videos the most… and why they are on opposite sides of the spectrum.
- Why “customer success” is a fairly new term, even though the concepts have been around for a while.
- How to use short videos in an email strategically, for the intended impact.
- The key aspects that make video such a powerful tool, and when it’s best to use it in your marketing.
“Get creative, have some fun with it. It is engaging, I mean, we all know the stats about how much video is being watched and how much bandwidth it’s taking. These days it’s become the norm in many instances. So it’s a window, however you want to use it.” – Matt Barnett, Bonjoro
Throughout the conversation Matt points to the ways that the pandemic has affected certain trends in the digital space and changed how brands are responding. Katya asks Matt about his predictions for the new year. Together they decide that if 2020 was a year for uncertainty and testing lots of new ideas, then 2021 will best be described as a year of maturity. Now is the time to be more strategic and dial in what works best for your business.
“So it’s just gonna be a bit more maturing, I think we’ll see ourselves settled down by the end of 2021 on how we’re using these different mediums.” – Matt Barnett, Bonjoro
In this episode you’ll learn how a simple video can have a lasting impact on your business. You’ll hear what sorts of actions customers will take when they feel a real connection to your brand and how to create those connections and elevate your brand above the competition.
So if you’re ready to learn why authenticity is so much more than just a buzzword… Then listen to the podcast now!
Quotes from this Episode
“There is a wealth of choice, like there has never been before. So how do you compete? Sure, like price, product, whatever else, but I think brand, and the way that you treat your customers is an absolutely outstanding way to compete.”
“The argument here is, you don’t need 10,000 customers, you need 1000 customers who just love and rave about you, they will go and tell everyone about you. And that will bring in more customers and convert cheaper, it will get those customers who are talking about you to stay longer and to buy more and to become like these raving fans.”
“In Australia, we have a huge coffee culture, we all have our favorite baristas and we follow them if they move to another company… And everywhere they make you smile, as well as getting the coffee… It’s like taking that online.”
“Pull out the levers and the tracking that you understand, and if you see the percentages start to shift more towards direct search, then you need to make some kind of mental leaps, but… it’s generally coming from word-of-mouth. ”
“The pandemic has helped companies embrace the change, because it’s been a tough time. With remote working, employees have struggled, so [companies] have actually had to change to help their staff as well, and to embrace the staff and to give staff more freedom in how they communicate with customers.”
“I think that video is working because it works both ways as well… For me, having that connection to other humans, at little points in the day, like, makes my job more enjoyable.”
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