Customer Centric Marketing For Business With Dan Macinnis


Great marketing tips for small business. Practical, low cost and strategic advice on how to market your small business.Dan has always thought like a customer, even as a little kid she always showed empathy for others. Dan has taken this insight to create marketing strategies for small businesses that work. Dan interviews marketing experts and asks them the questions you would want to ask as a small business.


  • Jeanne Bliss - Customer Experience Expert

    Jeanne Bliss - Customer Experience Expert

    11/06/2013 Duración: 29min

    Jeanne Bliss is a guru in customer experience. Customer Bliss her website is packed full of great ideas and tools to help your business because more customer centric. Jeanne's book I love you more than your dog identifies 5 key decisions to make your business a beloved company. You know that sort of company that you tell your friends about. (threadless, zappos, moo, zipcar, modcloth, freshbooks, netflix, lands end, aussie farmers, grill'd, lorna jane, gapingvoid, mailchimp, nudie, incase). These companies: Reveal who they are and aren't and make decisions on that basis They decide to believe their customers and employees and trust underpins their actions They have clarity of purpose and know how they support customers. They deliver on that promise. They are real and authentic. They have a personality and the collective employees can shine through. They decide to be there and operationally commit to creating a reliable customer experience They say sorry when they get it wrong because mistakes happen Resource

  • Rick Harris UK customer design expert

    Rick Harris UK customer design expert

    06/06/2013 Duración: 39min

    Rick Harris is the managing director of the UK based design agency CustomerFaithful. A veteran in the customer experience space Rick has assisted many organisations identify what drives the beliefs and behaviours of their customers. Rick's Lifeline approach has been used in such industries as healthcare, transport, housing and leisure as he assists industries achieve their commerical goals while staying true to their customer needs and inspiring their employees. Join Me as I chat with Rick. Resources: CustomerFaithful

  • The Customer Rules

    The Customer Rules

    30/05/2013 Duración: 17min

    Lee Cockerell has spent his career working for some of the best players in hospitality including, Hitlon, Marriot and Disney.He now consults around the world to businesses on customer service. In this interview with me Lee shares some of those old fashion values that our mum's taught us and why the little things are really the big things in delivering a sensational service. What would mum do? might just be the first question we should be asking.

  • Humanise with Maddie Grant

    Humanise with Maddie Grant

    22/05/2013 Duración: 34min

    Maddie Grant and Jamie Notter have written a book called Humanise - How People Centric organizations succeed in a social world. Maddie is a well-known blogger and partner in a successful social media consulting firm working with associations and non-profits, SocialFish, and she spent some time with me on this podcast. We discussed how organisations are becoming more engaged with social media and this is creating an environment of transparency. We now want understand the company from the inside out. We want to connect on a deeper and more human level. We explore this changing landscape. What it means to business and the larger community. Resources: Book Humanise Test your organisation

  • Kristin Zhivago starts with Customer Insight

    Kristin Zhivago starts with Customer Insight

    07/05/2013 Duración: 43min

    Kristin Zhivago started as a teacher like me but when she finished her teaching degree there was little in the way of positions. Lucky for us she invested her time in sales and marketing and has spent her career seeking out customer insights by interviewing customers for organisations. Kristin is the author of the RoadMap to Revenue, How to sell the way your customers want to buy. I recently interviewed Kristen about her journey and asked her about the trends she is seeing in selling, about best practice questions when interviewing, the role of persona's and how the buyer journey has changed. Kristin's website

  • The Design Thinker - Arne van Oosterom

    The Design Thinker - Arne van Oosterom

    06/05/2013 Duración: 01h01min

    Arne van Oosterom is the founder of the Design Thinkers Group and now the Design Thinkers Academy. DesignThinkers is one of the leading 'design driven' Innovation Agencies helping organizations around the world making the transition from being strictly product orientated and sales driven, towards being service orientated and human centered. I really enjoyed talking with Arne. He gave insights into how companies have a great challenge on their hands as small nible companies compete on a global stage. Arne talks about the importance of design and how it is being reintroduced into companies like SAP and how the youth of today are looking for personal development rather than a 30 year career at one company. Arne explains how we are moving from product dominant logic to service dominant logic. Design thinking is a mindset and The is Service Design a book that Arne also contributed to introduces this service design thinking which is a valuable resource for all businesses to embrace. Learn about the "

  • Buyer Personna App with Vann Morris from MLTCreative

    Buyer Personna App with Vann Morris from MLTCreative

    03/04/2013 Duración: 14min

    Buyer Persona's are an attempt to get inside the heads of our ideal customers and understand their motivations, influencers and decision making criteria. My chat with Vann Morris from MLTCreative a B2B marketing consulting agency explains how to use this app to shed some great insights into creating buyer personna's and to create a great interview list of questions to build this view of the customer. Resources MLTCreative Resource Center Buyer Persona App

  • Adele Revella Interview from the Buyer Persona Institute

    Adele Revella Interview from the Buyer Persona Institute

    26/03/2013 Duración: 02h19min

    Adele Revella has built the Buyer Persona Institute to revolutionise the way we use buyer persona's in marketing. Rather than creating a buyer persona's to market to, Adele's approach called the Five Rings of Insight is based on creating insight through a research so that rather than presuming what is behind our ideal buyer's decision to buy from us or not, we know! These steps include: 1. Priority Initiative- what problem are they trying to solve? 2. Success Factors - What outcome would be desirable in their words? 3. Pre-conceived Barriers - What is the bad news we need to hear about our solution or competitors offerings? 4. Buying Process - Who is involved and when? 5. Decision Criteria - How is the offering evaluated? Adele shares some great insights how focusing on the buyer persona makes decisions can have a profound affect informing strategies for persuasive messaging, content marketing, product or solution launches, campaigns and sales alignment. Resources: The Buyer Persona Manifesto The Bu

  • Chris Risdon the Journeyman Interview

    Chris Risdon "the Journeyman Interview"

    22/03/2013 Duración: 38min

    Chris Risdon is a thought-leader in the customer experience and service design space.Chris has been designing digital products and services since 1996. He specializes in user experience strategy, information architecture and communication and interaction design. I was so delighted to interview Chris after following his work at AdaptivePath where he is described as follows: "Chris's journeyman path has helped shape his belief that an interdisciplinary approach to design enables people to have compelling and useful experiences with the products and services around them." This methodology was so interesting to me as a customer centric marketer, that I just had to speak with Chris. Chris's discusses experience mapping, customer touch points and how this methodology is evolving as a way to test a companies value proposition and culture about becoming customer focused. Resources: Chris website Chris's Slideshare

  • Andrew Davis Interview around his book Brandscaping

    Andrew Davis Interview around his book Brandscaping

    05/03/2013 Duración: 43min

    Andrew is such a talent. His career has taken him from local television to The Today Show. He's worked for The Muppets in New York and marketed for tiny start-ups as well as Fortune 500 brands. For over a decade Andrew acted as the Chief Strategy Officer at Tippingpoint Labs, where he rallied his team to lead the charge to change the way publishers think and how brands market their products. Today, Andrew travels the world sharing his innovative ideas as a speaker, consultant and guest lecturer. Andrew's concepts in his book Brandscaping help reshape the way you think, enabling you to navigate the overwhelming and sometimes confusing digital landscape. Brandscaping is about leveraging the relationships that make sense to your audience and creating content, services and products that give you partnerships to new audiences and position your brand in a way that no other marketing medium can. Andrew gives us lots of rich examples of small and large businesses that have taken on board this collaboration

  • Lynn Hunsaker interview on Customer Experience

    Lynn Hunsaker interview on Customer Experience

    15/02/2013 Duración: 44min

    Lynn Hunsaker is runs a consultancy called where  she helps organizations build enterprise-wide customer-centricity and ownership of customer experience innovation to live the brand promise and maximize customer profitability. Lynn shares with us insights she has gained over the last 20 years of being an expert in customer experience and highlights some best practices of how we can develop customer centric behaviours. As a well known thought leader in the customer experience space, I felt humbled to have Lynn on the show. Links:

  • Bill Self Interview about Customer 3D A new dimension for customers Book

    Bill Self Interview about Customer 3D A new dimension for customers Book

    09/02/2013 Duración: 38min

    Bill Self has questioned the idea of what it means to be truly customer centric over the last 20 years? He has now created a book, philosophy and a community based on of having a customer centric mindset. His approach not only encourages you to think about how make the customer the centre of your business model but why you can't afford not to adopt this belief. Well, I for one bought into this customercentricity some time ago, but after listening to Bill hopefully you will too. Bill's new book Customer3D gives some great examples of the evolution of customer service and how every business manager can start to join this revolution that begins and ends with customers! Links Customer3D knowledge centre Blog  The Book

  • Paul Roetzer Interview on his Book the Marketing Agency Blueprint

    Paul Roetzer Interview on his Book the Marketing Agency Blueprint

    04/02/2013 Duración: 32min

    Paul spent some time chatting with me about his new book The Marketing Agency Blueprint. Paul is one of those people you just know is going to change the agency industry, infact he already is! A visionary, passionate, innovator and super sharp. Rarely do I get the honour to meet someone that is so authentic and has a life cause that I believe in. From identifying key attributes of marketing agencies (nimble, tech savvy, measurement geekiness, open and collaborative) to new services and packages (consulting, training, publishning and software) Paul gives us gold in this interview. For any agency, marketer or small business it is must listen content. Links: Ted Talk mentioned Google Research - Zero moment of Truth Marketingscore

  • John DiJulius Interview on Creating A Customer Centric Culture

    John DiJulius Interview on Creating A Customer Centric Culture

    15/01/2013 Duración: 24min

    John DiJulius is an international consultant and best selling author of two books. Works with world class companies like The Ritz-Carlton, Lexus, Starbucks, Nordstrom, Nestle, Marriott Hotel, PwC, Cheesecake Factory, Progressive Insurance, Harley Davidson, State Farm, Chick-fil-A and many more. I spent some time with John discussing how he discovered his passion for creating awesome customer experiences and how we can leverage his knowledge and best practices as small businesses. Visit John's site and learn more about how to make your small business the stand out choice for your customers by developing a customer experience that no one can replicate.

  • How to Organise and Operate a Small Business In Australia

    How to Organise and Operate a Small Business In Australia

    27/03/2012 Duración: 26min

    John English has successfully created and managed a number of small businesses of his own and has introduced entrepreneurship programs in several Australian Universities. He is the professor at the University of Tasmania, a Certified Practicing Accountant and consultant to small business and government. John's latest book,How to Organise and Operate a Small Business in Australia gives some great insights and a systematic approach to setting your business up for success. In this interview John shares some of those insights. You can contact John on his email

  • Claudia Bowman - McIntosh  Bowman Cheesemongers

    Claudia Bowman - McIntosh & Bowman Cheesemongers

    08/03/2012 Duración: 21min

    Claudia Bowman has a love for all things cheese. She has taken her passion and her serious education in the skill of making cheese to create McIntosh & Bowman Cheesemonger that focuses on cheese events, education and appreciation events. Just recently Claudia launched Ask The Cheese Monger App to cater for the volume of emails she receives from people's cheese questions. The app now has over 30,000 downloads and plans are to adapt it into a Anroid version.   Listen as Claudia shares her small business journey so far. If Australia's cheese trend is to follow America, Claudia is going to be even busier in the coming years.

  • The True Brand ToolKit, An Interview with Author Michael Neaylon

    The True Brand ToolKit, An Interview with Author Michael Neaylon

    12/02/2012 Duración: 32min

    It was my pleasure to interview Michael Neaylon Author of the True Brand Toolkit. This interview gives the small business owner some great insights into branding and some great resources.   Visit Michael's website at: or purchase the book here.

  • Marketing Insights Around Being A Customer Centric Business

    Marketing Insights Around Being A Customer Centric Business

    04/02/2012 Duración: 11min

    Recently I was interviewed by a journalist and I made a recording. It is all about building a customer centric company. I go through the steps to create a customer centric company.  Here is a flip book that explains the outlines some key steps in building your business The Simple Marketing System is the process I use to help small businesses make better marketing decisions

  • Hugh Macfarlane CEO from Math Marketing gives us great insights about sales and marketing

    Hugh Macfarlane CEO from Math Marketing gives us great insights about sales and marketing

    08/09/2011 Duración: 48min

    Hugh Macfarlane runs MathMarketing. Math Marketing provides sales and marketing consulting to businesses across Australia and around the world. A keynote speaker and author of The Leaky Funnel, Hugh provides some great insights that small businesses can leverage. He speaks about the customer buying path. How to ask the right questions about which buyers to focus on? How to improve your sales and marketing process and some great free resources on the Math Marketing website to start you on your way.

  • Customer Touch-Point A Chance To Make Our Break Your Brand

    Customer Touch-Point A Chance To Make Our Break Your Brand

    05/09/2011 Duración: 13min

    Today I went to drop my Honda off at a Honda Service Centre for a service. I wanted to share with you my experience so you can see the importance of customer service and that customer touch points give you the opportunity to build your brand or jeopardize it. The way your customers experience their journey with you, especially in a service based business, is such a powerful way to build brand loyalty and devotion but so many businesses stuff it up.  

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