EP56: From ThighMaster to Trampolines: Tailoring Customer Experiences

In this commentary, Deborah Fell reflects on her conversation with Joe Grace from the previous episode. She relates Joe's insights to her experience working with a trampoline park client in Canada whose business was threatened by new competitors. Deborah describes how she helped the client segment their customer database, tailor messaging and offers, and improve the customer experience, ultimately allowing them to recover lost revenue and grow the business. She emphasizes the importance of deeply understanding the customer and focusing on the details of the 360-degree experience. Deborah then highlights a clip from the Joe Grace interview where he discusses his success with direct-to-consumer marketing of the Thighmaster in the 80s and 90s, and how the insights he gained about marketing to women proved valuable in later turning around WebMD's struggling business.

Links from this episode:

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