Business Growth Through Conversations, Customer Experience, and Google Reviews

Conversations are the building blocks of our world, connecting us to experiences and insights we never knew existed. This was the essence of a conversation I had on with Karl Schwantes, a customer experience expert and a standout in the jewellery industry with over 26 years of experience back in 2022 when we were in the midst of covid. We talked about how to “Surprise and delight your customers” and boost your business with free marketing strategies.

Our conversation went beyond “What do you do?”

I know that often we fail to really connect with others as we skate across the surface of conversation and overlook the real human connection and drivers behind a business and like to understand what drives an individual to contribute their knowledge and experience to support others.

I first connected with Karl through an online program with Dent Global. Karl is best known for winning the Best Experience Award at the My Business Awards 2020. You can listen to our podcast conversation, or here is an overview of the heart of our talk, shedding light on the wisdom that flows from experience and adaptability.

The Jewelry Legacy Begins

Karl's journey into the jewelry industry began long before he was born. It stretches back 60 years to his grandfather, whose foresight led him to pull Karl’s father out of school to learn a trade in post-World War II Germany. The age-old craft of jewelry became their family’s lifeblood, spanning continents as Karl’s father honed his skills across South Africa and Asia, eventually settling in Australia to establish Xennox Jewellers. This rich heritage naturally wove jewelry into Karl’s own path, illustrating how conversations and past experiences shape new paths and legacies.

Surviving the Unprecedented: COVID-19’s Impact

When the world changed abruptly in March 2020, Schwantes found himself in the midst of a challenge that no past conversation had prepared him for. Xennox Diamonds, primarily known for bespoke engagement and wedding ring experiences, saw a staggering 97% drop in revenue overnight as weddings were banned. However, this period of crisis became an unexpected opportunity for reflection and growth, with Schwantes digging deep into the roots of his business's success.

Uncovering an astonishing truth, Karl discovered that a significant portion of their sales came from their Google Reviews—a revelation that transformed their approach to growth and customer interaction. With determination, he pivoted towards teaching others the immense value and strategies of Google Reviews, maximizing their business profiles, and cultivating a rich soil for word-of-mouth to thrive.

Crafting Memorable Experiences

For Karl, creating a memorable customer experience is akin to storytelling. The dual elements of surprise and delight are essential. Whether it’s crafting a romantic engagement moment with white peonies against the odds or ensuring customers feel acknowledged and valued through thoughtful gestures, these nuances elevate the interaction beyond the transactional. His philosophy is a testament to the idea that remarkable moments are meticulously crafted, not left to chance.

Embracing Today's Digital Reputation

As digital interactions dwarf traditional advertising, shared with me his belief in the importance of reputation-driven marketing. Today’s consumers often rely heavily on reviews and peer evaluations over promotional content. Businesses must adapt to this shift by optimizing their online presence and seeding authentic, positive customer experiences that inspire unsolicited praise.

A Helicopter Dream

As our conversation meandered through the world of legacy and modern business savvy, it also touched on personal aspirations. I always end off my podcast chats with two things a question of my guest , and in this case I asked Karl- “What do you hope to do, that you have never done before?” and for my guest to leave me with a quote.

On his bucket list, Karl Schwantes dreams of learning to fly a helicopter—a testament to his adventurous spirit and love for new perspectives, echoing the dynamism he brings to his professional endeavors.

I hope that this podcast illustrates the power of adaptability and vision, intertwined with the enduring legacy of family and craft. It invites us all to look at our past and present discussions as a guide for what comes next, leveraging history to forge resilient, innovative futures. By the way, if I was to ask you, the same question, “What do you hope to do, that you have never done before?” How would you respond? I am curious to know.

Hello, I’m Kerryn Powell, The Network Catalyst and founder of Your Time Matters.

With a passion for helping business owners build genuine relationships and grow with purpose, I’m here to support you in navigating the challenges of business and achieving your "why." Whether you need strategies to strengthen your network, stay accountable, or unlock new opportunities, I can help you move forward with clarity and confidence.

Let’s connect and explore how we can accelerate your success together. Reach out to start a conversation that matters.