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EFFECTIVE CUSTOMER EXPERIENCES - WITH MATTHEW BARNETT
ABOUT THE SHOW
Matthew Barnett from Bonjoro knows all about delivering an exceptional customer experience to grow your brand and weld customers to it.
Technology has allowed your customers to be more educated and informed when they make purchase decisions, so it is imperative that when they come to your business they are acknowledged, made to feel special and appreciated.
We talk about the importance of building these relationships with Matthew and why they are so important to your business success.
We also discuss how, with tools like Bonjoro, these relationships are easy to scale and deliver effectively and efficiently in your business.
WHAT YOU'LL LEARN
- The importance of providing a unique customer experience
- The changing landscape in customer service and expectations
- How Bonjoro is WOW’ing customers.
Jason: You’re on Episode 45 of the Business Made Easy Podcast. Let’s do this, Mia.
Mia: Thanks, Jason. You’re on the Business Made Easy Podcast. Where we make
business easy. Here’s your host, Jason Skinner.
Jason: Good day. Good day, guys. Jason here, from the Business Made Easy Podcast
where me make business easy. How you doing out there? I have just got back from my
morning run and I’ll tell you what, it was cold this morning. It’s so hard to get out of bed
in the dark and the cold and then – and then go for a run. I’ll tell you what, I do love it
because I feel so pumped when I – when I have done it and I feel energized and clear,
the – my thoughts are clear and it’s just a great way, it’s just a great way to start the day
and I always feel – feel pumped, so I’ve – I feel a bit over-energetic on the episode today,
that’s probably why I’m charged with, uh, charged with oxygen and, uh, and, uh,
adrenaline. Yeah. So, it’s, uh, it’s been a – been a good morning so far.
I hope you’re all well whatever you’ve been up to. We have got a fantastic episode
today. We are talking with Matthew Barnett, who is the Papa Bear of Bonjoro and we
are talking about a topic that is really, really – I am passionate about and that is the
customer journey in your business and – and the – the, um, experience that a customer
has from the moment they – they meet your brand right through to the time of sale and
post-sale as well, keep them coming back as well and how – how we weld people to our
brand and we – we have a great chat about the importance of that but before we get
into that conversation with Matthew, I do want to share with you some exciting news
that we’ve got here at the Business Made Easy headquarters and that is, we have just
launched literally last week our Business Made Easy membership community. Now, it’s
different to the Facebook group. The Facebook group is a free group and certainly,
that- that group is still – still going, you can get– join that free of charge by going to, uh,
BusinessMadeEasyPodcast.com/community and if you – if you log in over there, you
can (2:00) join the – join the group. I’d love to see you there and there’s people having
some great discussions and et cetera over there but this new – new paid membership
community is for resources and checklists and education and people that want that
little bit more than just a free Facebook group, they want, uh, you may be wanting, you
know, checklist or education around particular topics in business. That’s what we’re
doing that community for. It is only early, it’s very new days and – and – and because of
that, we are offering, uh, we – we – we need people, I guess, to come in and help us to
build that out and test it and make sure it’s working and that sort of thing. So, we’re
opening it to just 20 members, 20 founding members, um, to – to help us come in and I
guess be the test and – and – and build that membership community out. So, uh, if you’re
interested in doing that, it is a hundred dollars, uh, for the life – per year, for the lifetime
of your membership and we – we’ll lock that in as a thank you to – to you for, uh, coming
in on an early stage, getting in on that ground level. So, if you’re interested in being part
of something and – and watching it grow and helping it develop, et cetera and um, and
getting the rewards out of it yourself, then – then it might be for you and the easiest
way to join that group, if it – if it is of interest is to go to
BusinessMadeEasyPodcast.com/founder and you will be able to sign up as a founding
member for one hundred dollars per year, uh, for the lifetime so it doesn’t matter what
the price goes to the future and it will be going up, you will be able to just– you’ll just be
logged in as a thank you for that.
The other added, uh, bonus of coming in at this early stage too is you get direct access
to, uh, to personal help with, uh, one on one with myself as well ’cause we’ll be doing
some coaching and that sort of thing in there, um, we’re gonna be having, um, weekly,
uh, office hours and educational, um, webinars, et cetera, so it really is gonna be a great
resource, uh, to help you grow your business and give you the support in, uh, in the
community, uh, that you – and we’ve – and we’ve set it up very much in a Facebook type
style.(4:00) So, there’s sort of a newsfeed in there. You can communicate and talk or
create groups with other – other members about certain topics that are of interest to
you as well. So, really is a good – good resource if you’re wanting more than just a free
Facebook group, if you’re wanting some resources and help and support to grow your
business as well. So, businessmadeeasypodcast.com/founder, f-o-u-n-d-e-r and, uh,
that will get you in to the group and, um, and get you, uh, the help, et cetera, that you
need. Just keep in mind, though, that it is new. I’m not overpromising anything. The last
thing I wanna do is say, “Hey, going down. There’s gonna be this world of resources.”It
is very, very new and we are building it out. So, I just wanna be totally honest and
upfront with you there about that but it is, uh, something that we’ll be building over
time and I’m really excited about it because, uh, just means that we can really have
some great deep discussions and great, um, education, et cetera, um, around – around
topics and, again, help you. Very good. Alright. Let’s get into today’s episode. We are
now going to talk to Matthew Barnett from Bonjoro. As I said, it was a great chat we
had around customer engagement and, um, being able to scale at customer
engagement, too because, it’s – as you know, it’s one of those important things of, um,
that personal one to one relationship. They take time and, um, that’s got some great
tools and – and some – some great offers here, uh, to – to help us do that. So, here’s –
here’s Matt. Well, hello everybody and today, we are lucky to have Matt Papa Bear
from Bonjoro. Welcome, Matt.
Matt: Hi, Jason. Great to be here.
Jason: Fantastic. Thanks for being here, mate. I’m really glad you’re coming to us all the
way from Sydney and, um, yeah. We’re gonna talk about some, um, stuff today around,
uh, an important issue in business being the customer journey and I guess the – the
importance of engaging with your customers these days and one of the things I wanted
to sort of– I’ll dive- I’ll dive straight into it if I can but, um, you guys, uh, from Bonjoro
are sort of, um, experts in- in (6:00) this field, uh, enhancing and delivering a customer
experience. Can you just tell us where you’re seeing the state of play in business at the
moment in terms of customer journey and getting a new customer on board?
Matt: It’s that – I think there’s been a lot of rush in the last few years towards, uh, scale
and- and scale’s great. We love scale, um, but I guess to back that up, everyone’s up, um,
been building more automation. Uh, all we have is Ethos, like I’ve probably different
take on it here at Bonjoro, and that is why we always that we, uh, light scale, um, you
know, um, the process but not relationship.
Matt: I think this is the key about building business is that relationships will always
matter. I think automation and scale is great but don’t remove the human touch.
Matt: So, this, uh- and this is crucial, yeah? So, these things will help you scale the
process side a bit and the opposite side of it, you know, make your life easier so that
you can spend more time on your customers.
Matt: That- that’s the whole point of it and this is when people are missing that and
going, “Well, I’ll just handle for everything about customers and- and put it in the bots
and stuff and- and- and there we go,”
Matt: And you’ll find, especially with everyone in the world doing that, you’re just
falling to back and- and fail. So, I, surprisingly, I think despite all the changes happening,
the businesses that win are the ones that still make relationships and still, you know,
investing in the customers and that will not change today or in ten year’s time.
Matt: You know? So, like, again, that’s everything. Don’t forget that. Despite all the, you
know, all the benefits that come out, no, amazing. Use them in that way.
Jason: Yeah, I think there’s a – I think in – I’d love – love your thoughts on this but I – I
think there’s been this perception that particularly with the internet now that it’s
matured and all these business models are sort of evolving out of the internet now that
it’s, you know, people are comfortable transacting online now, you know? Back- back
when the internet started, it was sort of like,”Oh, no. You don’t put your credit card on
the internet,” and all those sort of thing but now, we’re- we’re- humans and consumers
are used to engaging with- with the internet, (8:00) um, and so all these business
models are evolving and on the back end of that is all these, um, I guess people claiming
that, you know, you, uh, we just used technology and we have this laptop lifestyle now
and you don’t really have to talk with people because you just set up, like you say, bots
and automated systems and- and that’s all that happens but I think what people are
missing is that the, um, the human relationship, people still actually do want to engage
with a- with a human, um, face to face- oh, no, first of all, it’s face to face contact but, uh,
you can’t just systemize your way out of having that relationship.
Matt: Yeah, and that you can’t get rid of two million years of evolution.
Jason: That’s it.
Matt: I mean, likeJason: Cycle.
Matt: – we evolve – we evolve as social animals, yeah? Everything in our- in our society
is built around us dealing with other people: hierarchies and- and everything else but
we need that connection. Now, what technology allows you to do is to potentially held
more relationships than you’ve ever had or been able to do before which is great, um,
but again, they all still take investment but I- I mean, it’s like- like this, you know, you
have your wedding. I’m getting married next year –
Jason: Oh, congratulations.
Matt: Yeah, and you’re doing- you’re doing your wedding list and you’re looking at it
and you’re going “Right, who to invite here? Who not to invite?” And this wedding list is
probably getting bigger but there’s still a point when you go, “Well, I’m not really
engaged with this person, you know, they kind of jump off.” And so, you know, and
business is not really different, you know, who’s still relevant to you, who you’re still
holding relationship, suppliers and customers, both fall in to that bracket wave, and
that whole relationship, the chances of them drifting away are much higher.
Matt: And that’s not a change – I mean, again, humans are humans. Everything we do
augments that but we still need to have interaction.
Jason: Mm, that’s right. And- and also, um, people are more informed when they come
to you now, aren’t they? I mean, they- they’ve got choice, they’ve googled a hundred
different people coming and – and they Google search, et cetera, they’ve- they’vethey’re well researched. So, really, the only dis- the- a large- like a discerning (10:00)
factor between you and the person, the next person on Google is,”Well, how well have
– do I know that person and how- how well is- how good is that relationship?”
Matt: Yeah, that, look, it’s trust. I mean- I mean the thing is like, I think trust is one.
Experience will always play a part, um, I think brand is- is- is undervalued by many
companies and brand is actually part- like, trust is part of brand –
Matt: You know? Espe- like, everything else, like, brand is- is not a logo. It- it’s how you
position yourself in the market.
Matt: And if your position’s someone who will take time with customers, who will build
relationships, if they’re good at that, who understands their problems, who is- is a good
actor, who, you know, doesn’t ever stop his degree, that’s a brand perception and that
can come through, you’re in the top 10% of- of healthy- of choices out there.
Jason: Hmm. Hmm.
Matt: You know?
Matt: So, like, I- I- like, if you’re- if you’re the few people that do the good things, I think
everyone having choice is great because it means more people can get to you.
Jason: That’s right.
Matt: You know? All I see is positive, not as negative.
Jason: Oh, absolutely. Yeah, yeah. It is and I guess these tools that we now have in
terms of, uh, automation and things like that are basically there to help us deliver that
relationship more effectively rather than just be a- an automated, repetitive cycle type
Matt: Yeah, and- and you think about, you know, we used to have the cof- the coffees.
Oh, I remember, like, I used to sell many coffees. I do so few now, because I’m doing
this. I mean, like, you’re in Gold Coast, I’m in Sydney, we’ll do this talk and then we’ll
both go our ways and we’ll know- you know each other, you know? Relationship’s been
built. I didn’t have to walk on out to a coffee shop, you know, do the 45 minute coffee,
do a quarter of an hour back as a quarter of my- of my day gone, um, and despite, yeah,
that’s- that’s not how the flights and, you know, the lighting –
Matt: – happen stuff.
Jason: That’s it.
Matt: There- there’s only so many coffees- coffees I had a day whereas I could actually
literally talk, you know, on the phone or in text orJason: Mm.
Matt: – a Bonjoro or anywhere else to, you know, 30 customers a day, well, what I
wanna remove is decision making process by- by who I should talk to.
Matt: Or I move (12:00), you know, just the business as usual, stuff that keeps business
together, let’s try to give it that. Let’s try to get and automate some of those processes
but if I spent all my day towards customers or working with customers, I have a great
Jason: Yeah, yeah.
Jason: And it’s, um, and it’s the complete journey, isn’t it? It’s not so much just sort of
new people coming in, it’s a- it’s the- once you’ve got them in the door and there they
are, um, have transactions would you- what- what next and I guess nurturing those
relationships because new customers are more expensive to acquire than, um, existing
customers, um, uh, in terms of, um, doing business with so, um, that relationship needs
to continue and build along the way, um, is this- this what Bonjoro does? Is this- this
what Bonjoro’s all about?
Matt: So- so, I- I think the stat is it’s- it’s 10 to 20 times cheaper to retain a customer.
Matt: Than it is to go and get a new one.
Jason: There you go.
Matt: Yeah, and obviously the revenues as to rating it and that revenue can grow, um,
generally- so, where people use Bonjoro in the first instance and this- I- and this is why
I think everyone should start ’cause it’s very easy.
Matt: Is with new leads and new- and new clients.
Matt: So, you know, lead comes in, if you’re using a CRM, we can plug into that so that
when someone inquiresJason: Hmm.
Matt: – we can pin that into the app, we get a- a notification where you see that, you
know, “Jenny Thomas,” uh, “From XYZ, you know, has just- just inquired,” make that
first piece- piece of communication a video with you going,”Hey, Jenny. Saw you signed
up, I see your based in, you know, Sydney, you know, we’re- we’re Gold Coast but, you
know, we deal with customers like in place like XYZ, love to learn more about, you
know, let- let- let- let’s have a call.” That’s first piece of communication again, that’s not
just an automated e-mail. You’ve already increased chances of them getting back to
you and then converting.
Matt: Great pace to start. They used to do very easy prompt funnel, retention, which is
what we call, you know, this post three months, you knowJason: Mhm.
Matt: – three months to- to a million years, a client’s staying with you much (14:00)
harder for us in business to, um, I think get a really good flow going.
Matt: We are all guilty, including me, of chasing new customers because it’s exciting.
Matt: Your customers give you more money, they’re more stable, invested in you that
actually, you know, your best, uh, they- they’re the friends of the business.
Matt: Building a workflow where you can say, “We should be checking in them with
them at three months, you know? Uh, on- on- our anniversaries, at Christmas, you
know, when they complete a project, you know,” if you’re a mortgage broker, don’t just
send, you know, a message when someone joins you when they finally get their
mortgage or- or get the house –
Matt: Send them a message and say, “Congratulations.” And then they associate all our
good will with you. Like, you’re- like you’re there in the good times.
Matt: That’s business.
Matt: It’s what you wanna be but, again, it comes down to process. So, what you wanna
do is build in workflows and process that remind you to talk to customers who’ve been
with you for a long time at certain times ’cause if you try to offer [inaudible], like, it’sit’s- it’s always impossible.
Jason: Mm, true. Uh, le- let’s just go back a bit there ’cause we’re sort of didn’t
introduce Bonjoro in terms of what it does, um, other- other than it’s a tool that can
help do that but can you just explain exactly what Bonjoro is about and- and how it
actually works, uh, for those that- that- that don’t know about Bonjoro?
Matt: Yeah, sure. So- so essentially, um, Bonjoro is- is a video messaging app for
business. So, what it is is an app that will plug into your CRM or mailing list so if you’re
using MailChimp or Salesforce, ActiveCampaign, InfusionSoft, any of these, plugs in
and then you build certain rules and so, it will take the one rule as a new lead comes in.
When that new lead comes in, it puts that person’s information into the Bonjoro app
and sends it to you, it’ll ping you in your pocket, you pull it open, show you who the
person is, where they work, everything else, you click on that, the video camera opens
up and you do a message for that individual.
Matt: So, because we’re giving you a name, if a name is, you know, Tim Robinson, you
do a video for Tim Robinson saying,”Thanks for signing up. Love to have a chat (16:00).
Please go do XYZ.”
Matt: That’s what you’ve recorded, it takes 40 seconds. You press send, you get back to
work. Then, in the back end, what we do is we deliver that video into an e-mail that
goes out to them.
Matt: And they click on it and watch that video, um, the video plays at the end of it,
that’s – that’s what we call attraction buttons, there’s buttons for that- for that
customers gonna book a meeting or to, you know, do something next.
Matt: Uh, we track all the view rates, all the opens, what happens with those messages,
um, but at- at its heart, it is essentially a video messaging –
Matt: System that’s very easy to use where all the- all the hassle is taken out for you
and the reason you’re sending these is because it puts a face to a name.
Jason: Yeah. Yep. And it show- shows you care, doesn’t it?I guess, in a sen- sense of- it’s
an easy way to show you care. UhMatt: It’s- it’s magic, aye? Like, I- I- try to go- on a- on equation here, yeah? So, if you
look- if you’re more cynical about it –
Jason: Yeah, yeah.
Matt: Essentially, it’s kind of what’s the minimum time you’d spend on a customer to
build a relationship?
Matt: You know? Which again, cy- cynical way. If that’s how you think you should be
using it, but that’s kind of like what works –
Matt: – as- is what you find as a- you- you know, having a coffee with a client or sending
a woman a video, which is- which is only one way, they can talk back to you, you can
probably build 80% relationship you could build in a coffee in a one minute video.
Matt: Which is crazy when you think about it, yeah?’Cause the see- as humans are very
good at, um, we try to get a understanding people – soon as like, start- like, three- in the
first three seconds, we already know if we trust them or we- or we know if we can do
business with them.
Matt: That’s because we have millions of interactions with humans and we understand
what we know and trust and like.
Matt: If you do a one minute video, that, again, first three seconds in a coffee shop or on
a video, it all comes across.
Matt: The rest is- is just kind of chewing the fat, um –
Jason: Yeah. I guess– and it’s– I guess the difference between sort of when you, when
you enter your email address and sign up for something, even if you buy a product oror- it- it- or even if it is just something like a laid magnet on a website or something like
that, um, you– when you get an– the difference between getting (18:00) an order
respond to message which is just another e-mail that you know that the person’s just
programmed ahead of time, you know it’s not them sending you that message, um, it’s
fairly generic as opposed to a video message coming through that saying, “Hey, um,
such and such sent you a Bonjoro,” first of all- um, if you haven’t had a Bonjoro before,
which is a- a great name. Um, if you haven’t had a Bonjoro before, the inquisitive rates
sort of goes up, you go on over to Bonjoro and say you- youMatt: Yep.
Jason: You wanna open it and, um, and secondly, there’s a personal message there um
to- to greet you and- and- and actually share,”Hey, I do value you jumping on my e-mail
list and um I- and I do know your name and- and- you know, we’re- we’re- we’re
connected now.” So, yeah, is it that’s- that’s pretty well what you’re getting at.
Matt: Yeah, it’s like a fact one challenge for us is that, uh, Marxist are gonna ruin theruin the world. So, you know, um, I think even- so, right now, we deliver the e-mail,
yeah? And- and even, you know, we know that [inaudible] rates can go up but the
challenges is that a lot of people just think everything in e-mail is spam, you know, and
so now we’re lucky otherwise, we can deliver through social and potentially through
SMS down the line but, uh, even so, any delivering method you get the bots is good at
hands on, you’re always gonna be struggling is an uphill battle.
Matt: So, I think- I- I- I would love to use magic wands if you need to use it, and, you
know, like, we are trying to find one but I- I think what we do is we make the very best
of the situation that is- is out there now.
Matt: Um, I mean, isn’t that- you- you look at the client and the durations, no one picks
up phone calls anymore.
Jason: No, it’s an inconvenience, isn’t it? Yeah, if you ring someone.
Matt: It’s not my it- it’s not my time, yeah, yeah, it’s rude but then they also want one’s
the same as you so it works both ways.
Matt: And so you think, like, again, like, fundamentally, the way that humans are
communicating is shifting and you- you’re obviously would see your negotiation first,
how do you get through and how do you, uh, I- i- it’s a – like, again, and we call them
good actors and bad actors.
Matt: Good (20:00)actors are the ones with the gist and you will always win, you just
have to fight against everyone else out there.
Jason: Mm. And- and is it sort of- I mean, ’cause I know, um, uh, Facebook Messenger’s
the latest thing at the moment, everyone’s flogging up to desk with bots and, uh,
claiming it to be the latest, um, cut-through and it was really just a- a glorified SMS
from the past, really, isn’t it? It’s sort of- but- but because it hasn’t been shut down and
people are opening it, is that sort of- is that the sort of thing- is that what- is that where
you’re sort of heading with- with delivery or you’re looking at something independent
Matt: No, it’s- it’s all digital [inaudible] – again, we’re- we’re not there yet so it’s there
straight away, um, we’ll go to deliver through social, for sure, SMS, for sure, um, look,
Facebook messaging will go the same way that e-mail does.
Matt: Like – like guaranteed, it will start to [inaudible] and start to block it out.
Jason: Yeah, yeah.
Matt: Um, but then- and then there’ll be Snapchat and the same thing will happen, andand it’s very hard for platforms to prevent that because [inaudible] has got the hands of
the Mark is also pay- pay- pay money for it and so then Jason, if you’re building a
business, we always have these conundrums internally where we’re like,”Should we do
this or should we do this?” And- and- and there’s a- and there’s some very easy way to
take of it and they’re not quite right.
Matt: Um, is there another messaging method? I believe there is but I don’t know what
it is yet.
Jason: I think all- a- as video, I mean, even, um, video I was – I was talking to someone uh
the other day and just- just about the um the YouTube rates, I mean, the- the- the- the
kids won’t even- the kids- unless something’s on YouTube now, they won’t even judge.
If- they don’t care if it’s on TV, they don’t care where it is but if unless it’s on YouTube,
they don’t actually- they don’t actually take it seriously anymore, everything’sMatt: Yeah.
Jason: – sort of done- done from there so it’s – I guess as the generations come through,
that’s probably a struggle as well, isn’t it, actually? Where- where they’re hanging out
and, um, uh, getting that- getting their information and- and content.
Matt: If- if you’ve got infants (22:00) or kids, you know, or- or students where you work
with and you watch them, what should they- they- they carefully and don’t ever dismiss
things like Snapchat as being things that you don’t understand.
Matt: Um, I actually – I actually – it’s kind of like a f- like a fourth wave of- so, the first
wave of communication was, you know, spoken word, you know, the humans first
learned to do that and- or probably facial expression before that, you know, spoken
word and then you have, you know, writing and then you had things like video phone
calls now, you’ve got – someone uses, um, Snapchat, you know, WhatsApp and you
know, works in- in China, people- people are communicating using emojis and images
and GIFs and mixed media, some of its words, some of its sound. It’s- it’s everything
combined together into this very, um, I guess, efficient way of communicating.
Matt: That is almost more efficient than talking and you look at that and then suddenly,
we have this- this- this new wave of communication coming through which is
fundamentally shifted again.
Matt: It’s only just happening now but- but over in the last fifteen years, in terms, you
know, mobile connectivity and stuff has been the infrastructure to now support this.
Matt: It’s just starting and so, you’ll see over in the next ten years, and we go back ten
years, no one will see a video in mobile.
Matt: In the next ten years, if you think we’ll still be where we are now but slightly
better, like you- you’re wildly wrong. It- it’s gonna change a lot. Snapchat is just- is just
Jason: Oh, really? So, I’m interested in that. Do- do you see Snapchat as- I mean,
because there’s- there’s been some commentary that say that Instagram, now that
they’ve got stories, really, has dominated Snapchat to- to really make it relevant, um, do
you see that as not the case or do you- do you see Snapchat still- still surviving that sort
ofMatt: So, like, I- I’m very more- more not sort of as a business level but more- more to
like the start of communication.
Jason: Okay, sure.
Matt: So, to me, Instagram, Snapchat just fall- fall in the same bucket.
Matt: Instagram- Instagram has done wonderful job of copying everything that
Snapchat was good at.
Jason: Yeah. So, cherry-pick it.
Matt: Which is great.
Matt: I mean- like, there’s only the mentions, yeah, so it’s fine and it’s only a job. The
thing here- (24:00) is here though is- is not about Instagram or Snapchat because
there’ll be another that comes out next week than in two years will be as big like that, if
it’s not here already.
Matt: It’s this fun membership and have to be able to communicating with multimedia,
um, and if you watch them, it’s- it could be very confusing to- to a lot of people.
Matt: And yet- and yet, those younger generations are communicating that way andand- you know, now you look at like, like, you know, my- my niece and nephews on their
iPads, they’re like two years old.
Jason: Mm. They’re born- they’re born with them, aren’t they?[laughter]
Matt: I’m like- what happens when they’re 20?
Matt: They’re not gonna be on Snapchat.
Jason: Yeah, it’s not an umbilical cord anymore, it’s a USB cable they’re born with, you
Matt: That’s it. That’s it. Yeah, it- it- it’s changing so- so watch it, stay ahead of it. If you
can’t then hire some young people, if you can.
Jason: Yeah, that’s it. Yeah. And you need to, I think, in your- in your business. I don’t
think, um, and I know myself, I’m on the accounting space, um, as I mentioned earlier
and I just- I just know now the– it- it’s a fairly state and traditional sort of space that
I’m seeing some major– I mean, a lot of accounting practices are struggling to
communicate with their clients now ’cause they’re not keeping up with the digital
space, you know? They’re not keeping up with clients actually doing business online
and engaging with them, say, in a virtual- like, I mean, for instance, we have virtual
meetings, uh, with our clients because, uh, but- but there are firms out there that are
still doing the old paper thing and not having video and not having digital, uh,
engagement at all and you really have to in business, I think, now. Um, if you’re gonna
move the needle, uh, yeah, you’ve gotta be- you’ve gotta be all- all sources.
Matt: Um, I’m jealous- uh, I- so- so- where- where it’s [inaudible] and I’m like everything
I’m doing, like, [inaudible] on the states is gonna do tomorrow, like having- having as
quick and funds and everything else, when you’re in an industry like accounting or
services or facility or- or finance or something else, it’s- it’s better because if you’re a
fast mover, you know that 95% of the market is not fast movers. (26:00)
Jason: That’s right. That’s right.
Matt: You have a real opportunity to jump ahead and jump ahead solidly.
Matt: Intact got, like, a wish we had that but we’re not- we’re- we’re not [inaudible]
even on Silicon Valley, so it makes it way harder.
Matt: Um, yeah- uh, text message is always changing but I think if you’re in industries
that are slow to move, dare I say, older –
Matt: Way more opportunity to make money –
Matt: And to grow and storm ahead.
Matt: Way more.
Jason: Yeah. I- I believe so too. I believe so too. Now, I think – I think fundamentally, um,
and- and what I try and encourage my clients to do is focus on that and it’s what I love
about Bonjoro and- and the way you guys are doing with the video is you- you’re
fundamentally focusing on, um, not just the- the- the- the front door but you’re- you’re
giving the tool there to work with existing customers to grow and engage with them
easily and more frequently, um, just with the – with a video and I think I- I use the
example there, um, I- I use it in our practice to just- if I wanna send- send someone a
quick message of- of they’ve done something great or something’s – they’ve achieved in
their – in their business, it’s so easy to send a quick video message as opposed to, um,
you know, even picking up the phone, I think is, is -you don’t really need to pick up the
phone now with- with- with tools like this.
Matt: I mean, that’s one of the thing about Y- YM messaging, it’s, you know, it’s like, the
systems out now that takes you straight to answer phone or- or- or phones and stuff
and the reason they do this, and it’s one of the reason SMS is bigger than Facebook, is
they’re big is that with the phone to a conversation which takes time and you might not
be ready for it and might not be mentally prepared whereas Y message, someone, you
know, and you know, one of my clients is, you know, big- big wealth managing company
here in Sydney and they said that all their clients watch their videos night time and it’s
’cause all they’re hire- hiring clients and they’re too busy at work and they’re going in
the evening and they’re watching it in the evening. So, what happens is they- in the
exact words, ‘press the flesh.’
Jason: Yep. (28:00)
Matt: But they’re all home, ’cause they will go home but the clients are home but the
clients are then getting the Facetime on their own time but it doesn’t evolve to a
conversation, it takes them half and half of 45 minutes.
Jason: Yeah. Yep.
Matt: So, it’s more – it’s more efficient. It still shows that you care still there and the
clients like it ’cause you don’t have to – and some of the times, when they’re gonna pick
Jason: Well, it’s a little thing, you know, it’s that – is that – it’s the thought that counts.
That still matters, you know?
Jason: The thought counts and the fact that you’ve – you thought about se- sending a
message to acknowledge a particular event or it might even be that you haven’t spoken
for three months like you said earlier, yeah, I haven’t spoken for three months but I just
wanted to, you know, to stay in touch and see how you’re going with your business, um,
what’s been happening, uh, feel free to drop me a line if, if, uh, if I can help in any way.
Makes a huge difference to that relationship.
Matt: Exactly, yeah and we have customers who built workflows where in their CRM, if
somebody hasn’t been talked to in two months, it will create you know, a Bonjoro in the
app and then they got a pots of them and says you know, three months check in.
Jason: Oh, that’s cool.
Matt: [crosstalk] and it’s so they’ve putting in a process but that- that- that- that
creates, like, you know, unexpected life. But it’s not a process.
Jason: Yeah, it is. Oh, that’s – and that’s taking- that’s preserving the relationship but
using the automation to scale the relationship, uh, on a personal level which uh, I
thinks’ fantastic. That’s great. So, um, in terms of, uh, Bonjoro, uh, where do you sort of
see it evolving or- or this sort of technology evolving, um, Matthew, do- do you say that
sort of- you mentioned sort of getting off- off the, uh, e-mail type delivery, um, are
there other technologies you- you’re building in as well or?
Matt: So, I think two ways to look at kind of where we’re going, one is kind of, I guess
immediate and kind of pro-focus and the next one is kind of like what you’re doing in
terms of a market and market shift. So, immediate, yes, going beyond e-mail for
delivery, one of the basis we’re doing is working our integration. So, we – and so like
directly into maybe ten platforms and we go through something called [inaudible]
(30:00)everything else. We’re doing more and more and more direct integration sales
and see what come out and one [inaudible] integration scale deeper. So, now, in a
[inaudible] when you look at customer, we’ll be able to show you all the actions that
have taken in your CRM so when you do a video, you’d be like,”Hey, last time we talked
was 27 days ago. We talked about XYZ and again making -” so we makes the actual
concept more valuable.
Jason: Yeah, nice.
Matt: At a touch of a button. I think more interesting to me, I think you had is where
you go in terms of market shift and it’s this idea of back to scaling a process but not
Matt: I think a lot of the- a lot of that comes, things that are coming out are focusing on
the process purely and not relationship and I’m like, there’s a different way of
approaching it which is take out all the process and then let you actually do spend a
minute, you know, like a minute each day on- on customers.
Matt: Yeah, I mean it on the customer, yeah. May- maybe why it works is you know,
every three months, a customer needs a minute of time.
Matt: Now, imagine. Yeah, and- and that customer might not be worth- so think they
have a different taste yeah, that customer’s worth 500 dollars a year and if over the
year, they spent 5 minutes time on them, absolutely worth it, yeah?
Matt: You know, obviously, if they’re worth 10 thousand dollars, you might spend more
time on them but if you can get that to work and therefore, you know, each day, you
come in this task list and it says,”Here are the ten things to do today,”it will take you 25
minutes and the ten personal touches to customers and it’s not necessarily a video.
Matt: It might be text, it might be a handwritten letter, it might be you tweet something
at them, it might something utterly different.
Matt: But it’s tad, like, these you know, ten tasks a day to spend on new customers,
existing customers and you know, old school customers and maybe a couple of
suppliers as well.
Jason: Mm, absolutely.
Matt: Do these things every day, do what we tell you and you’ll build a better business.
Jason: Uh, I think to – that’s a great point is that- is that you- you have to look at thethe lifetime value of a customer too, don’t you? I mean, you know, a minute- a minute
every six months, three, six months or whatever, over the lifetime (32:00) of a
customer, it’s not just what they spend with you in a year, it’s what they’re worth to
your business as a whole um, and then, the, I guess, good will nature of what they’re
going around going “Hey, have you spoken to my guy? He- he’s- he does this.” You know,
so all that good will building along the way as well. It’s- it’s invaluable. So, uh, that’s –
that’s one of the things that I just loved about Bonjoro when I came across it was um,
and actually I got delivered a Bonjoro which I –
Jason: It was actually, uh, it was Pat Flemo signed up for his um –
Matt: Oh, wow.
Jason: I signed up for one of his course is in- and next thing, I’m getting this personal
Bonjoro message and like, wow, that’s pretty cool, you know, that’s uh, coming all the
way from, you know, Pat’s – Pat’s sitting over there in his lounge room and you know,
cares that I’ve just joined his course and um, that’s how I- I came across Bonjoro andand you know, I’ve been using it as the same with my business and I- I just think it’s- it’s
a fantastic way to enhance that customer journey, uh, for anyone who’s looking to
differentiate themselves, uh, from the competitors, it’s certainly a good way.
Matt: Yeah, like I- I- I think anything you try, so- so- so, beside, yeah, you get two weeks
completely free, it could be a lot, you know, you can send a million if you want to.
Anything you use, like I think- I think you should try to have these free periods where
you try it and you give it a proper shots and you work out very quickly if it’s for you or
not, again, not every system’s for every person, like, absolutely. With the buzzes with
different funnels, but you know, like if you talk to us like that, we’ll hear and we’ll talk
back, you know, we’ve got amazing customer service.
Matt: Um, we have the [inaudible] industries but you need to work out efforts for you
and to let you test it properly.
Matt: And then you – it’s the right kind of- so, the lifetime value is- is one way, we’re
hearing about, you know, whether a thing that doing works, you know, like is it – so
phase began, you know, like always go against lifetime value, you have the customer
acquisition, versus life through, versus how quick it takes to pay back that money like
the you know, does it take you a month to pay it back? Great. If it takes you 12 months
to pay it back, [crosstalk] otherwise, might not be so good and then you think, you
know, the advocacy they make is more complicated because (34:00) do you know that
every customer you get gets you 1.5 more customers in which case, it’s not just the one
customer, it’s the 1.5 times life, yeah. So, try and map out your customer journeys,
working out what’s a new converted customer makes you in 12 months and how much
success, how many failures you get, what are the – the time input’s the main for you. It’s
not prices. It’s not about the price, it’s about time. The- the- the number one valuable
thing in your business is time.
Jason: That’s it.
Matt: So –
Jason: We’re getting less of it, yeah.
Matt: If their time’s worth it, then it’s worth it.
Jason: Mm. That’s it. That’s it. So, how – how do people go back getting on to Bonjoro,
uh, I know you guys have given us a- a very, uh, generous um discount sort of coupon
code that people can use, what’s the best way for people to – if they’re interested in
actually improving their customer journey and- and actually giving Bonjoro a go, what’s
the best way to do that Matthew?
Matt: So, I think we have a check at the end of the podcast?
Jason: Yeah, yeah.
Matt: We do?
Matt: Jump – jump on Jason’s link, um, the discount, 20% off for lifetime.
Matt: Obviously we’re doing- so, annual’s already, I think, um, 12% off so it’s 10
months, the- the- the price is of- of- 12 months is the price of 10.
Jason: Yeah, that’s it.
Matt: So, if you’re gonna get 10% then it will apply to that as well. So, that’s the kind of
Jason: Yeah, that’s nice. That’s very generous, yeah.
Matt: Still, I- I still say people try it out for free to start with and talk to us and- and we’ll
be happy to set it up.
Matt: Um, but grab a play, don’t- don’t take it too seriously.
Jason: Yeah, yeah. Have some fun with it.
Matt: Have some fun with it but actually give it a go, send that 15 to clients and then
just see what they say.
Jason: And it is a good tool too, it’s flexible in a sense you can brand it all for yourself
too, can’t you? You can put all your logo and everything on the- on there.
Matt: Yeah, so- so it’s all customized. It plugs your e-mails so all messages being sent
come from your e-mail. So, with your brand on and- and- and logos and backgrounds
and- and call interactions and- and there’s really smart stuff you can do in terms of
tracking it back in CRMs but worry about that later.
Jason: Yeah, it’s more advanced.
Jason: Well, I suppose you’re right. Okay. (36:00)cool, all right look I’m conscious of
your time right now, I really appreciate it you coming on the show and that’s been
insightful in the sense of, I guess, enhancing that customer journey and um, I guess,
differentiate it yourself from uh, whatever everyone else was doing which was
[inaudible] and automatic responders and the likes, so yeah. Really appreciate your
time coming in.
Matt: No problem. Great to be here.
Jason: Now, we’ll put your links into the show. And, uh, we’ll talk to you very shortly.
Matt: Thanks. Thanks, Jason.
Jason: Thanks, Matthew. Bye. Well, there you have it. That’s Matt Barnett from
Bonjoro. He is the head honcho at Bonjoro, Papa Bear they call him which is- which is a
great name and, um, if you’re interested in Bonjoro, check that out. They have been so
generous to give us a, uh, a promotional code specifically for our, uh, Business Made
Easy community and that is capital B, capital M, capital E, 20 BE- BME20, all in capitals
and um, if you go over to businessmadeeasypodcast.com/bonjoro, put in that BME20
in- in to the coupon code and you will get 20% off the price of Bonjoro for the life of the
product. It really is a fantastic product. I have been using it myself extensively now in
our- all our businesses we use it and, um, it’s a fantastic way to communicate with
everybody about, um, uh, and I guess, share the love, you know, show- show them that
you care, uh, that- that they are a customer or a potential customer or they have joined
your email network, whatever it is that you wanna celebrate with that person, um,
Bonjoro certainly is a fantastic tool to help you do that. Alrighty, that’s all I have time
for this week. Thank you so much for joining me. Glad you’re here with us. Uh, hope
you’ve enjoyed the episode. If you’ve got any feedback, please drop me a line at
[email protected], if there’s anything that you would like to, uh, to
share with me or communicate with me, by all (38:00)means, just- just drop me that
e-mail and don’t forget, if you would like to come in as a founding member of our
Business Made Easy Community and Resource Center, then you can do that by going to
businessmadeeasypodcast.com/founder, f-o-u-n-d-e-r. Alrighty. Thanks again, guys. I’m
gonna hand you over to Mia now, and we’ll talk to you next week. All the best. Here’s to
your success. Bye.
Mia: You’ve been listening to the Business Made Easy Podcast where we make