Boost Your Business With Free Marketing Strategies To Attract New Clients!

In this podcast episode, Kerryn Powell, The Network Catalyst soke with Karl Schwantes, a customer experience expert who was recognized with the "Best Customer Experience" award at the 2020 My Business Awards. With over 26 years in the jewellery industry, Karl’s journey began in the family trade, which was established in Australia after his grandfather entered the field post-WWII.

Karl shared how COVID-19 brought unforeseen challenges to his business, Xennox Diamonds, with weddings and engagements coming to a halt and revenue dropping by 97%. During this downtime, he analyzed his business and discovered that 25% of his sales came from Google reviews—equating to over a million dollars in revenue, with zero ad spend. This realization led Karl to focus more on the power of word-of-mouth marketing and optimizing customer reviews.

Beyond just selling jewelry, Karl is passionate about creating unique customer experiences. Xennox Diamonds, for example, features a whiskey and champagne bar, enhancing the overall experience for customers buying engagement rings. He shared a memorable story about going the extra mile to find a customer’s favorite flower for a special birthday engagement appointment, highlighting how personalized touches leave lasting impressions.

Top Ten Learnings from the Conversation:
Customer Experience is Everything: Karl’s success is built on creating meaningful, memorable customer experiences.
Google Reviews Matter: Karl’s discovery that 25% of his revenue came from Google reviews demonstrates the power of customer feedback.
Surprise and Delight: Adding unexpected, personalized touches can have a powerful impact.
Adaptability in Crisis: COVID-19 forced Karl to reassess his business and adapt, revealing new growth opportunities.
Human-to-Human (H2H) Marketing: Building trust and authenticity in relationships drives business success.
Business is a Journey: Xennox Diamonds has a rich family history, but innovation is what drives it forward.
Customer Reviews as a Trust Indicator: Reviews streamline decision-making for customers, reducing the need for competition.
Building Profitable Partnerships: Collaborations with high-end brands like Ferrari helped elevate Xennox Diamonds.
Optimize Google Profiles: A fully optimized Google business profile can significantly impact SEO and customer acquisition.
Create Experiences, Not Transactions: By focusing on immersive customer experiences, Karl turned his jewelry store into a destination.

Karl’s story emphasizes that at the heart of every great business are conversations. Whether it’s listening to customers or fostering connections, these interactions are what shape growth and success. If you’re looking to deepen your own conversations and explore how they can unlock more opportunities, I can help guide you. Reach out and start a conversation that could transform your approach.

Don’t forget to listen to the full podcast to hear more from Karl on partnerships, customer experience, and the value of building trust through word-of-mouth marketing!

Follow and connect with here ....  / kerrynpowellytm  


Explore my website- www.kerryn-powell.com.au
www.yourtimematters.com.au
We want to help you use your time wisely to learn, grow and achieve and have conversations that count!