EPISODE 13 - Finding the Right Customer, Part 2 with Blaine Millet

Executive Summary

Welcome to CEO Brain Food, a show aimed at providing key insights, fresh perspectives, and proven tools that CEOs can apply to build enterprise value, generate higher profits and develop the talent needed to succeed in their businesses.

In this episode of CEO Brain Food, Michael welcomes back to the show author, speaker, and entrepreneur Blaine Millet to discuss the results organizations can expect by adopting a customer obsession strategy, including differentiation. Blaine breaks down the three critical components of the ‘REMARKable Triangle,’ a visual tool for organizations looking to become customer obsessed. Finally, Blaine and Michael discuss the importance of attracting and acquiring the right customers for your organization.

Episode Highlights

01:10 – Welcoming back today’s guest, Blaine Millet

04:08 – Blaine poses an intriguing question about customers

05:24 – Results companies can expect by adopting a strategy of customer obsession

06:36 – Building long tail differentiation

08:02 – The Disneyland example

09:52 – The Ace Hardware example

11:05 – Michael dives deeper into the Disneyland example

11:53 – How a company can start the journey to customer obsession

13:30 – The ‘REMARK’able Triangle explained

16:22 – Component One: Trust

19:59 – Customer Anxiety explained

22:19 – Component Two: Customer Experience

24:04 – Component Three: Consistently helping your audience

26:23 – Blaine reiterates his belief that companies should stop marketing

28:17 – Finding your core customers

31:13 – Blaine’s favorite strategy for acquiring the right customers

36:10 – Blaine leaves the audience with one final piece of advice

38:57 – Where listeners can follow Blaine

39:54 – Michael teases the topic of the next episode of CEO Brain Food

40:13 – Where to find Michael’s Functional Team Scorecard

Tweetable Quotes

“The one thing I like companies to think about is to ask yourself, ‘What are the pain points in your business that you wanna solve?’” (06:02)

“Well it’s [Disneyland] the happiest place on Earth because, when you go there, they treat you so incredibly well. They obsess over every guest that show up at Disneyland.” (09:30)

“There is no one, and I mean no one, on the planet that will ever advocate for you or be your marketing agent if they don’t trust you.” (16:32)

“For all the ‘Attaboys’ you earn, you need about a hundred ‘Attaboys’ cause every one ‘Ah shit’ wiped out all hundred ‘Attaboys.’” (19:11)

“Not all money is good money.” (29:34)

Links Mentioned

Michael’s LinkedIn

Michael’s Website

The REMARKable Triangle

The Functional Team Scorecard

Jim Collins’ Website

Blaine’s LinkedIn

Blaine’s Website