49. New Opportunities For Old-Fashioned Customer Relationships With Matthew Dunstan

49. New Opportunities For Old-Fashioned Customer Relationships With Matthew Dunstan


Matthew Dunstan

New Opportunities For Old-Fashioned Customer Relationships

Matthew Dunstan was invited to be my guest on the show because he understands how easy it is for us to become caught up in working IN our businesses and, for whatever reason, not working ON our businesses, to grow and to do all those big picture things we originally set out to do. He understands the immense value that comes from creating and implementing a sustainable plan for growth.

Matthew is an author and 20 year veteran of marketing and product innovation, having worked for well-known organisations like the Australian Graduate School of Management and Microsoft where he was a senior leader for almost 10 years. Matthew is now a consultant and advisor at PwC, helping leaders and entrepreneurs navigate their path to growth,  providing services to help deal with the challenges of leading and growing a business.

During my conversation with Matthew we talk about:

  • Why and how a government organisation is his example of a customer-centric business
  • How PwC’s is working with SME’s
  • How relationships and referrals are key to business
  • Why people have become disillusioned with social media
  • New opportunities to develop old-fashioned customer relationships
  • His stages for developing customer/client trust
  • How to approach a sales conversation with confidence
  • Personalised, valuable relationship building in business
  • The power and value in third-party customer conversations
  • Marketing scorecards to track outcomes
  • How to deliver a superior experience with the help of existing customers; and
  • The need to plan for a seamless business exit


Selected Links For This Episode

“For all my new clients, I start with asking them for the name of 5 or 6 customers and ask them questions like, ‘how did you first find out about them?’, ‘what was the problem that you were trying to solve when you went out looking for these types of people?’, ‘if you were talking about them to a friend, how would you describe their business?’ ‘what’s the value they deliver?’. What I find it is that it informs the business’ positioning, what the target market looks like, the problem that they’re really trying to solve and how they’re positioned, relative to the competitor.”-Matthew Dunstan

An elegant approach to offer a sales conversation: “If this makes sense for you, if you think it would add value, then I’d love to meet with you and have a conversation”-Matthew Dunstan

“We have the targets conversation first because understanding what we’re trying to accomplish, what we’ve got to work with, what we’re selling and how many we need to sell. That often shapes the way you go to market and the types of opportunities that you want to pursue.”-Matthew Dunstan

“One of the powerful things that all businesses can do is to continue to nurture the relationship. I like to put some time aside in my calendar to think about potential clients and what it is that they’re trying to accomplish.”-Matthew Dunstan



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