Surprise and delight your customers

It was March 2020, when communities were faced with significant changes, in life and business.

Forced to rethink and adapt, businesses were forced to explore new ways to create income, service and connect with their clients, referrers and business opportunities.

In this conversation, Kerryn Powell the Network Catalyst, talks with Karl Schwantes, Customer Experience Expert & winner of the best customer experience award in the My Business Awards 2020 and in the jewelry business for over 26 years.

Hear how Karl, along with his family built a strong business, Xennox Diamonds, and played a large part in creating memories across generations. The business faced a major challenge when weddings were put on hold in 2020 causing Karl to sit back and reflect.

He looked closely at where his business had come from and what he had learned. He started My 5 Star reviews, utilising his skills to share learning and experience with other business owners, knowing that Google reviews are a powerful marketing tool.

Learn how Karl is now creating a ripple by contributing to other businesses who focus on customer experience to surprise and delight their customers and grow their businesses.

Enjoy the conversation.

Top Ten Learnings from the Conversation:

  • Customer Experience is Everything: Karl’s success is built on creating meaningful, memorable customer experiences.

  • Google Reviews Matter: Karl’s discovery that 25% of his revenue came from Google reviews demonstrates the power of customer feedback.

  • Surprise and Delight: Adding unexpected, personalized touches can have a powerful impact.

  • Adaptability in Crisis: COVID-19 forced Karl to reassess his business and adapt, revealing new growth opportunities.

  • Human-to-Human (H2H) Marketing: Building trust and authenticity in relationships drives business success.

  • Business is a Journey: Xennox Diamonds has a rich family history, but innovation is what drives it forward.

  • Customer Reviews as a Trust Indicator: Reviews streamline decision-making for customers, reducing the need for competition.

  • Building Profitable Partnerships: Collaborations with high-end brands like Ferrari helped elevate Xennox Diamonds.

  • Optimize Google Profiles: A fully optimized Google business profile can significantly impact SEO and customer acquisition.

  • Create Experiences, Not Transactions: By focusing on immersive customer experiences, Karl turned his jewelry store into a destination. Karl’s story emphasizes that at the heart of every great business are conversations. Whether it’s listening to customers or fostering connections, these interactions are what shape growth and success.

Don’t forget to listen to the full podcast to hear more from Karl on partnerships, customer experience, and the value of building trust through word-of-mouth marketing!

If you’re looking to deepen your own conversations and explore how they can unlock more opportunities, I can guide you.


Contact: Kerryn Powell

W: https://www.kerryn-powell.com.au

Contact Karl Schwantes

W: https://my5starreviews.com.au/

PLEASE NOTE: Karl Schwantes was a guest speaker at the YTM Business Connect Lunch and Learn on on Grow your business with Google. Future events here



Kerryn Powell