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We all join CULTures throughout our lives, Apple is a CULTure you've undoubtedly heard of. Do you know many people who have a Mac yet don't have an iPhone? They have RAVING FANS, and if you want to dominate your market you'll need some raving fans of your own. "I want you to start thinking about the customer experience, the customer journey. How excited are your customers about working with YOU. What is the pain that you solve?" - Dave Woodward I for one am in LOVE with the Albert Tennis Shoe. This is weird for me because I am NOT a clothing guy, I simply have little to no connection to what I wear. My connection to them though is how they've developed a cult-like following with still being a relatively small company. They are a great model to emulate. They do what every great brand needs to: DELIVER ON WHAT THEY PROMISE. I have yet to find anything as comfortable and functional as this brand of shoes for the same price. Identify what your CULTure needs and then intentionally deliver. Some Topics Discussed This Episode: Your RAVING Fans The Everyday CULTures You Are In Investing In Your Current Customers Hooking People Onto Your Value Ladder What Your Cost to KEEP Your Customer? "Make sure that you treat existing customers the same or even better than new customers." - Keith Cunningham Don't treat people like you're a phone company is all I gotta say. All they are focused on is getting those new clients to increase their revenue and couldn't care less if you left. Why should they care? You'll find nearly the same care in every big name cell provider. When you think back to your clients' experience is it similar to this? Are you just another company trying to make a quick buck or are you a FunnelHacker? FunnelHackers are a CULTure, and we do NOT look at clients like dollar signs. They are people and, more importantly, people who YOU are able to help. Important Episode Links: One Funnel Away ChallengeDotCom Secrets Book Contact Episode Guest: Email DaveConnect on FacebookFollow On Instagram Episode Transcript: 00:00 Welcome to funnel hacker radio podcast where we go behind the scenes and uncover the tactics and strategies top entrepreneurs are using to make more sales, dominate their markets and how you can get those same results. Here's your host Dave Woodward. Come 00:18 back to Funnel hacker radio. I'm actually down in Austin, Texas and right now I have been attending a four day MBA program put on by Keith Cunningham. I was referred to this by, uh, Jerrick Robbins and it's been a crazy, interesting kind of experience going through this. But while I was coming out, I was trying to record some of the ideas and thoughts recently, um, as we kind of transitioned to this next phase, a funnel hacker radio. I want to talk a little bit about culture and soon I'll come back to, I'll do a podcast or two just on the things I've learned from Keith Cunningham, brilliant guy. Do you have an artist? Got His book, uh, take a look at the road, less stupid, but I want to talk to you a little bit about this whole concept of culture. So we're going to be the process of making a transition here in the podcast over the next couple of weeks into this idea of, of really focusing on how do you build a massive following and a culture. 01:15 And for us it's going to be join us on our journey from 70,000 to 100,000 rabid fans or a funnel hackers or buildings, whole culture. For us it's again, it's, it's a journey from 70,000 to 100,000 excited culture of building funnel hackers. So that's our whole focus and I want to make sure you understand some of the things we're going to be going through. But to do that, I need to give you a little bit of backstory, some backstory on some of the different quote unquote cults that I've joined. And the, and I use it because it's more as a, not in a religious standpoint, but more than nice. This whole idea, we talk a lot about culture because if you've read Russell's book about expert secrets, you understand the importance of really building a following that is almost cult like following almost to the point where people will literally follow because they're so excited about it. 02:09 So there's four different ones I want to talk to you about. Um, two I joined a long, long time ago and two I've joined just recently. So the first one I probably joined, Gosh, uh, it's probably been almost 10 years now and that was apple. Apple was by far one of the most exciting companies to follow and look at and to see how they built this crazy business. Most people really thought they were in the business of creating computers. And that's really what they were known for it first. But then Steve jobs had this amazing ability to build more of a marketing company then actual hardware company. And in doing so, he built a marketing company that right now actually doesn't even produce their own products. They actually outsource all their products, but because of the marketing company they built and because of the passion that exists among anybody who follows in apples footsteps or buys their products, you literally find everybody else trying to compete with apple and the PC world. 03:09 You either had a PC or you had a mac and there's, again, I'm going to Austin, Dell's capitol here, Delis in round rock, just you know, 30 minutes up the road from me, but no one really thinks of, well, do you have a Dell? No, you just have a PC, but do you have a Mac? And as soon as you say a Mac, everybody knows. I love watching in our inner circle or too comical Beck's coaching program or even at funnel hacking live anywhere. I go these days and you see people taking out their computers. All I see are apple lights. That's all I see. Rarely ever do. I see a PC these days and it's just, it's mind blowing to me. You see the same thing right now where all the other phone companies are trying to compete against and iPhone and they've built this following where it doesn't necessarily have to be the very best product, but what it has to be is something that someone connects with somewhere. 04:00 They say, you know, I am like this group. I like what they stand for. I like what they represent. I like what they do. I like the innovation. I like the creativity. I like the graph, whatever it might be. For me, as far as apple, one of the main things I love about it is how seamlessly everything always works together. I have an iPhone, I have an Ipad, I have an Imac. I everything. It's uh, I've become this, I junkie and again, it started with just one product, but because they did such an amazing job at customer service, again, you go into the apple store and you go to and meet with the digime genius bar and not necessarily ever behind. There's a genius, but there is so helpful. They're so aware of the customer journey, the customer experience. When you buy something, literally the person who you meet right there, they have the product brought out to them and you purchase on the spot. 04:48 I don't have to go stand in line or anything else. They understand the customer journey. More importantly, the customer journey that I want, the experience that I want to have. They've already, they've already gone through. They understand what I want and because of that I literally will say no to a whole bunch of other things. I will drive further just so I get to an apple store. So apple is one of the main, uh, quote unquote cult like businesses that I'd been following and I actually participate in. Another one is jeep. I've been married now 25 years. We're going into our 26th year. And my very first introduction to my wife when we got married was her dad and her dad has been, I think his dad is for her whole life, has always had a jeep, whether it was a jeep, grand, Cherokee, jeep wrangler, whatever it might be. 05:33 I remember Libby would, I think it was in the first couple of months and we got married, he always had a jeep wrangler, but his wife, my mother in law, got a brand new grand Cherokee and I remember getting in that, oh my gosh, it was the smell of this genuine leather seats and it was almost like a pillow top seat back then when you sat in it and you just felt this luxurious experience in a jeep. And I thought, oh my gosh, they totally up their game. And then later that day we hop into chucks jeep and it's, it's the smell of gasoline. It's the smell of the experience of a four wheeling a ride. That was definitely not the most luxurious comfortable ride, but it was everything that a jeep represented and I, when my boys got to be 16 the first car I decided to buy it for them was a jeep. 06:24 And if you get to know anyone in the jeep culture, one of the things you'll know is the jeep wave where if you, and it typically is, it's more so with the wranglers than it is with the Grand Cherokees or anything else. But anybody's got a wrangler, you will find that they understand the jeep wave. And my son Christian is, he's so funny with it because if I, it's not one of these obnoxious waves where he's like, Hey, are you doing trying to get their attention now it's the subtle, my hand is over the top of the steering wheel and my fingers just come up just enough to say, hey, I see you. You got the same thing I got were good. And it's this whole jeep like culture. So now all of my boys have this passion for jeeps. Uh, it started with their father in law. 07:07 I brought chair on the, into it when he got his first car and then Parker and now Christian and Jackson soon to follow. But it's been fun because all of them understand the jeep wave they all in. And, uh, my youngest son, Jackson, his buddy just got a jeep wrangler, an older one. And it's just, I mean, there's a terminology, there's a vocabulary. Everything's behind this. My only reason I mentioned this is when you start looking at products and you start looking at building a culture, you've got, there is, there's a vocabulary behind it. It's not a common with the jeep. It's almost this secret handshake, Secret Shea, uh, wave, whatever it might be. And the amazing thing is as you start talking to people, you very, very quickly can identify whether they are part of it, the group or if they're not. Um, the thing I expect the, so those are the two that I've been a part of for awhile while the s now the two that I've just recently joined has been, it's been an interesting experience joining them. 08:05 So the first one is all birds and these are tennis shoes that again, they are super, super comfortable. But the crazy thing about it is I didn't realize how many people had them. And the very first person who introduced him to me, uh, was our co founder. Good friend Todd Dickerson. And whenever Todd travels, I've never seen anybody Todd liberal leave Atlanta. He'll come to Boise for a week with just a backpack. I'm like, what are all of your clothes? He goes, I got him on my backpack. And I'm like, how in the world? And again, Todd is super simple. It's always so funny. He reminds me so much of almost a Steve job mentality. Black shirts, liking or jeans and then Albert's, that's what he wears and wears it all the time. And so I was talking about this whole Albert things. Oh my gosh, these are the most comfortable shoes. 08:55 They're super lightweight and goes through all this different stuff. It says, the part I love the most about them is if they get dirty, I let me just throw in the wash and they're brand new spanking clean, it goes. So it's, they're easy to travel with them and I'm like, really? So I didn't think much about it. And then I'm just going through Instagram and all of sudden Allbirds came up. I thought, you know, I'm going to go ahead and try this. So I bought a pair of Allbirds and they came in. The cool thing is when they come in a box, you opened this box up and inside. I mean they are positioned perfectly in the box for shipping and for travel, so they don't move around. They have the little cardboard wedge that is there, and then the shoes are basically side by side. 09:31 And when you inside, where the tongue area is is you pull this out, it's basically a smiling bird looking at you and in on cardboard. And each one of them has it. You put them on and they instantly fit. They're the softest shoot, the they mold to your feet. They're just amazing shoes. So I warm looming for the first day. I walk into the office and all of a sudden I see John Parks has a pair. Jamie Smith has a pair of Clayton Fletcher has a pair. I'm like, you guys got to be good. And then I sit, they saw mine and they were like, oh my gosh, you're to love. And they'd go on and on and on about this crazy, amazing experience that they've had. And I'm like, I didn't ask for it, but I'm literally getting testimonials thrown at me by their, by the consumer here. 10:15 And I'm thinking, how do you build a product that is that good? Literally, I've never seen it advertised on TV. The only place I've ever seen it advertised as Instagram. And then all of a sudden I come home and my son Chandler is like, oh my Gosh Dad, those look like the most comfortable shoes in the world. I'm like, dude, they totally are. We have to wear the same size. I said, go ahead and try them on. He puts them on and Lilly while he has him on, he goes and he goes online and buys a pair and then I'm like, that is crazy. So I go back to the office two days later and while on there John's got a different pair on. I'm like, John, how many pairs of these do you have? He goes, I don't think I got three or four. I'm like, seriously? 10:54 So I went in my office and I bought another pair. And again, I'm not traveling with them out here in Austin. They literally are some of the most comfortable shoes, most versatile shoes. They're super lightweight and you literally, they're dirt whenever they get dree Louie just throw them in the wash through the most easy, comfortable and easy to take care of. Shoot you'll ever find. And there were like 100 bucks, 95 bucks I think is what it is. And so John then goes on to tell me about his wife Vanessa. She has a pair and I'm literally getting pitched by all of my friends who are wearing them about how awesome these shoes are. I've had a ton of shoes my lifetime. No one has ever pitched me on their shoes like I got pitched on Allbirds because of the culture and because of this great product. 11:36 And so as you start thinking about, as I look at trying to get to 100,000 colt, like excited, passionate funnel hackers, I'm right now out here, Austin, think of what do we need to do? What can, what more can we do? How can I enhance the customer journey? What types of things can I add to the customer experience that people are so excited that literally started talking to anybody. Everybody they know because they're having such an amazing experience. So that's the third soil. It was, first of all, it was jeep, then it was apple, then it was all birds. The fourth one happened just last week. So while we were out, I think we're actually at funnel hacking live. Um, my youngest son wasn't with us, but ends up totaling my, my car. I've had this car literally, so it was a, it was a 2002 Lexus es three black convertible I, and it was, you know, 240,000 miles on this thing. 12:31 But it still looked in great shape primarily because it been wrecked by a couple of my other boys. He didn't pay and I'…
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