275: Why A Customer First Strategy Is Key To Getting Lasting Results
Posted by Austin Brawner
on October 27, 2020
Who is truly at the center of your business, your customers or your profits?
Tim O’Brien’s supplement company, Find Your Healthy Place, is relentless in its pursuit of customer-centricity. After in-store sales started to tank during the onset of COVID-19, Tim knew that making their customer’s online experience just as personalized and memorable as the one they had in store would be critical to their survival. Today, Tim’s online sales are up from 3% to 26%, and the pivots they continue to make are remarkable.
Tune into this episode to learn why Tim feels a customer first strategy works best for his business, how to create personalized experiences online and the key metrics he focuses on as his business continues to grow.
5:07 How Tim got started in the wellness industry
10:00 The effects COVID has had on Tim’s brick-and-mortar and Ecommerce sales
14:19 How Tim is applying his customer first strategy online
18:55 Building your competitive advantage into your onboarding process
21:59 Choosing to double down on what works
23:31 The most powerful metric Tim’s team focuses on
25:44 Hard lessons Tim has learned about himself in his entrepreneurial journey
28:47 A perspective on what to do when you make the wrong hire
30:36 Tim’s approach on local and digital advertising
35:31 The email marketing strategy that is generating thousands of dollars in sales every week
38:32 What Tim is most excited about in business right now
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