CEO BrainFood

013 Finding the Right Customer, Part 2 with Blaine Millet

Episode Summary

Welcome to CEO Brain Food, a show aimed at providing key insights, fresh perspectives, and proven tools that CEOs can apply to build enterprise value, generate higher profits and develop the talent needed to succeed in their businesses. In this episode of CEO Brain Food, Michael welcomes back to the show author, speaker, and entrepreneur Blaine Millet to discuss the results organizations can expect by adopting a customer obsession strategy, including differentiation. Blaine breaks down the three critical components of the ‘REMARKable Triangle,’ a visual tool for organizations looking to become customer obsessed. Finally, Blaine and Michael discuss the importance of attracting and acquiring the right customers for your organization.

Episode Notes

01:10 – Welcoming back today’s guest, Blaine Millet
04:08 – Blaine poses an intriguing question about customers
05:24 – Results companies can expect by adopting a strategy of customer obsession
06:36 – Building long tail differentiation
08:02 – The Disneyland example
09:52 – The Ace Hardware example
11:05 – Michael dives deeper into the Disneyland example
11:53 – How a company can start the journey to customer obsession
13:30 – The ‘REMARK’able Triangle explained
16:22 – Component One: Trust
19:59 – Customer Anxiety explained
22:19 – Component Two: Customer Experience
24:04 – Component Three: Consistently helping your audience
26:23 – Blaine reiterates his belief that companies should stop marketing
28:17 – Finding your core customers
31:13 – Blaine’s favorite strategy for acquiring the right customers
36:10 – Blaine leaves the audience with one final piece of advice
38:57 – Where listeners can follow Blaine
39:54 – Michael teases the topic of the next episode of CEO Brain Food
40:13 – Where to find Michael’s Functional Team Scorecard


“The one thing I like companies to think about is to ask yourself, ‘What are the pain points in your business that you wanna solve?’” (06:02)

“Well it’s [Disneyland] the happiest place on Earth because, when you go there, they treat you so incredibly well. They obsess over every guest that show up at Disneyland.” (09:30)

“There is no one, and I mean no one, on the planet that will ever advocate for you or be your marketing agent if they don’t trust you.” (16:32)

“For all the ‘Attaboys’ you earn, you need about a hundred ‘Attaboys’ cause every one ‘Ah shit’ wiped out all hundred ‘Attaboys.’” (19:11)

“Not all money is good money.” (29:34)


Michael’s LinkedIn

Michael’s Website

The REMARKable Triangle

The Functional Team Scorecard

Jim Collins' Website

Blaine’s LinkedIn

Blaine’s Website