Ed's expertise in ways to destroy a tribe, a brand, comes from his passion in building tribes and customer connections. Ed's also a keen and humble observer of business. He shared 3 ways to build your tribe.
1. When a customer walks away, make sure they have a good feeling. You want your customers to know and feel that you care.
2. Actively seek out customers to help your business. If you are real honest with your customers, they will share their preferences and thoughts about your company. Call and ask them their opinion. By doing this small, simple gesture, your customer will also feel valued and pleased to provide you with their inner most thoughts about your company. This will help to build your tribe.
3. Do not follow the tips in the 101 book.
Note the ratio of ways to build a tribe of loyal customers to ways to destroy your tribe of loyal customers; it's 3:101. 3 ways to build it; 101 ways to destroy it.
Thanks, Ed. Go OSU!
PS: Just for dark humor, and due diligence, here's Ed's 4 Favorite Ways to Destroy Your Tribe. Read it. Chuckle at them. Audit your brand's promises and your delivery of them. Make sure you're not killing your brand, softly, with them.