Relationship Building is Marketing with Brian Kurtz

On this episode of the Customers First Podcast, Tacey chats with Brian Kurtz, founder and CEO of Titans Marketing LLC, who shares insights from his extensive career in direct marketing and his book, "OverDeliver." Brian emphasizes creating extraordinary customer experiences and building relationships in today's competitive landscape.

 

He shares his journey from an English major to a pivotal role at Boardroom Inc., highlighting the significance of understanding customers as real people. The conversation covers the power of storytelling in marketing, the value of over-delivering to foster long-term loyalty, and the integral role of customer service in overall marketing strategy.

 

Brian also discusses the need to protect frontline team members, which is crucial to customer relationships, and suggests innovative ways to empower them. Towards the end, he highlights how businesses can differentiate themselves in a crowded marketplace by avoiding commoditization and focusing on unique offerings and exceptional service. His passion for relationship-building and continual learning reinforces that true success is grounded in genuine customer connections.

 

Timestamps:

9:42:Customer Service as a Marketing Function

16:41:Premium Experiences and Customer Loyalty

20:45:Safeguarding Customer Service Teams

25:17:Differentiating in a Competitive Marketplace

31:46:Building Relationships in Business

 

Brian's Contact Information:

Website: http://briankurtz.net/

Book Link: http://www.overdeliverbook.com/

 

Tacey's Contact Information:

All Social Media: @taceyatkinson

Let's Create Magic Together!

www.taceyatkinson.com

 

Thank you for tuning in, and I look forward to having more valuable conversations together in the future.

Remember:

Customer-Centric Cultures Create Magical Customer Experiences.

Now Go Create the Magic!