How To Delight Your Customers with Matthew Barnett
Download MP3You are in for a treat on this episode of The Friday Habit because Ben and Mark had the opportunity to chat with the Founder of Verbate and Bonjouro, which make it easy for companies to connect with their customers and prospects via video. This is part one of our conversation with Matthew and you do not want to miss all of the insights he has to share with listeners!
On this episode of The Friday Habit podcast, our guest is Matthew Barnett, founder of Verbate, a company using video data for qualitative research, and Bonjouro, an app that makes it simple to integrate video into your business operations and connections with your audience. After growing up in the U.K., Matthew decided to take the leap across the huge pond and start his adult life in Australia. He found this entrepreneurial spirit was beneficial in getting out in his new community and meeting new people who were on similar journeys. Before long, he had launched Verbate, a consulting firm that helps clients curate and analyze video feedback. Matthew started recording videos to send to clients and prospects as a conversion tactic and realized that this software was something that a lot of his current clients wanted to be able to use as well.
Within 12 months, Bonjouro had outpaced Verbate and Matthew has never looked back. He and his team have found that businesses use Bonjouro for 4 main purposes: (1) leads – in response to inquiries, (2) activation – welcoming new customers, (3) reactivation – following up with lapsed clients, and (4) to ask for reviews and referrals – customer service follow up after delivery. The feedback they have received from the users of the app underlines the importance of that personal touch that can be achieved through video. Matthew is a huge advocate of automating processes but never relationships as evidenced by his passion for effective customer support teams. He believes that support is a growth channel and you should always go above and beyond for your clients because they will become your biggest fans and advocates if you surprise them.
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