In preparation for our last momentum conference, we spent 1/2 hour in a VP meeting debating whether we could pull off a field trip to the Infusion offices as part of the event. Why on earth would we care so much about that? During the Marketing Excellence event last year, we loved having our customers here, with us. Our customers appreciated it too. I think everyone likes to know that the people they are doing business with are REAL people.

For many of our customers, catching a glimpse of the Infusion team let’s them put a “real face” on Infusion. Otherwise, the only thing they think about is the “interface” that they see when they log in to the software every day.

What do your customers think about when they think of your company? Do they see a “real face” or do they see a box, or a website, or a product? In my experience, one of the most effective tools in keeping a customer loyal is a personal relationship. I have seen countless of examples, in many different businesses, of customers being willing to forgive quickly or ignore all together–because of a personal relationship.

So back to the field trip…

Logistically it was going to be a nightmare, so we took a risk and decided to have a video created with the specific purpose of replicating what people feel when they come to the Infusion office. If having your customers come to be with you physically is not an option, perhaps a well-made video will do the trick.

We were thrilled with the results, and I think our customers appreciated avoiding the 1-hour bus ride on a warm May afternoon! Check it out here:

http://www.infusionsoft.com/company/general/overview.html

Scott