 Our next speaker was recently named She's Mercedes Businesswoman by Mercedes-Benz among women such as Sheryl Sandberg, COO of Facebook. She's also the founder of TLA, Black Women in Tech, and she was chosen by the BBC as their brand strategy expert. And in fact, I have caught her on the BBC a couple times now, and I feel like elf because I start screaming, and I know her. I know her. Super cool. She's unbelievable. I am one of her biggest fans, and she's also a founder of a creative agency called Three Colors Rule. So please join me in welcoming this international keynote superstar, Flavilla Fongeng. Hey everybody, thank you so much for watching, listening to my talk beyond marketing. I am super excited by what I'm going to share during this session with me. I'm obviously, I'm sorry I can't be here in Seattle with you, but it's okay, we're going to get the best, do the best, what we have. It's going to be still very interactive. I'm going to spend some time chatting in the chat box. So stay connected, talk as much as you want, and I'm going to be there and try to give you as much amazing content as we can possibly get in a 30 minute session. All right, develop an effective brand ecosystem to increase client loyalty and lifetime client value. I think there's nothing more important, especially in day and age we are right now, we are all separated because we stay connected. We need to be able to bring something to our clients and make them stay with us. And the moment ever right now, you know, COVID-19 has created a situation that helps us think about how we can do things differently. So it is very relevant. So I've put for you three objectives that I want to achieve by the end of the session. The first one is quite a following of faithful individuals who buy from you frequently. If you have that in place means that you don't have to spend a lot of time on marketing acquisition. You can just focus on building a very great relationship with your customers. And I think that's extremely important. Object number two is to use the beyond marketing, which I'm going to share with you. I'm so excited about that activity to create the most engaging engagement, the most engagement. Yes. So this is something that I've decided I realized that I was doing and my clients were doing as well. And I want to share with you the methodology in terms of how to do beyond marketing because what is beyond marketing? We're going to be talking about that. And the last objective is create a brand ecosystem that increases your client lifetime value again. I talk a lot about lifetime value because as we experience the recession that we are entering or we are already in means that we have to find ways to get people to buy from us no matter what is happening. Okay. Are you excited? Please write in the chat box if you're excited because I am. Tell me. Tell me everything. All right. So if you watch some of my previous talk, I love to talk about the DAC system. This is a system that I've created to really help my clients understand how they can create a brand from create the right foundation for a brand. And it's very simple. D stands for distinguish. A stands for attract. And C stands for convert and convert. And we do this for a lot of psychology and understanding the consumer behavior. But I can explain how you can do it really for yourself. If you're visiting new business or even if you are evaluating what your business is to be, you need to start with your brand strategy really. What makes you remarkable? What makes you people choose to buy from you? What is the value that you're bringing? When you have that, you can really find a way to really align the way you talk about the way you find your position for your business with the way you present it. Because if you do the identity before the strategy, then you're doing the wrong order. And obviously the marketing, the sales and the digital activities are really the ways for you to bring customers towards you. But quite often what I see is that people forget to do one of the other. And you wonder, well, I have a great brand. I have a great entity, but clients are not coming to me. Have you done any marketing? Have you done any sales? Have you done any digital activities? No, you need to do something about it. Or sometimes you have loads of leads, but you see people don't convert. So it means there's something wrong either with your strategy or with your identity. So really make sure that you do them in the right order. I wanted to give you the basics of what really will help you get a brand that really makes a big difference and really stay for as long as you want me to be. Okay, so let's get started. This is something that I've shared a number of times as well. And I love to explain really the journey of a brand with the customers. It has evolved over the decades and years. So I wanted to give you an example that everybody can relate. Everybody knows Nike. And Nike has always been very forward when it comes to brand evolution and what they've done. But they've also made some mistakes. And I'm going to show you that. The first one, when we started looking at the marketing and how advertising was done, it was very much about the price, really. Very much focused in terms of how to use the product. Because we're talking about products that were very new in the market. People wanted to understand, why do I need to wear a pair of trainers? What does it mean? From that point, if you look at the 70s to the 90s, people wanted choices. Think about the first era of when people were buying their first car. Everybody had exactly the same car. Now, everybody won their own personalization. That's really the era that really defined what they wanted to wear. But also, people didn't want to have one of one thing. They didn't want to have one dress. They really wanted to have more than one dress, dresses. And that's the same thing that Nike has applied to really showcase that no matter what activities you have, we have the trainer for you, trainers for you. What do you think happened? This is probably an era that really changes everything. Right in the box. What do you think happened? Tell me. I want to know. Okay, let me reveal. This is an era where Brand Mall kicks in because now, especially if you think about now, everything becomes a cryptic public. If you do something, one people will call you on the nonsense and you can't not ignore that. That's how you damage your brand. And obviously, people don't want to buy trainers from kids who are made in poor countries. They didn't want that. So they had to change and be very, a bit more transparency. I would say complete transparency, let's be honest, but being more transparency in terms of how things were done. And that was super extremely important. So what followed is really if you heard. Tell me if you heard about Simon Sinek who talks a lot about the magic of what starts with your voice, the magic of something. Why are we facing the sentence? But you get the point. It was very much about positioning. Why are you doing it? So it was, if you look at the advertising campaign of Nike, you didn't even present the product. It was very much about pushing for greatness, finding your greatness, being the person that people want to be around and pushing yourself in the athlete within you. And that's really where they were. Now we are in the last phase of how brands communicate with their audience. Can somebody tell me, I'll write it in the box. What do you think we are right now? Have a guess. Give you a couple of seconds. Well, to be honest, you know it already. You know, we literally living into it. We are extremely connected more than ever. If you look at how people interact, you know, we couldn't even imagine not being online. I spent my time on Instagram, I spent my time on LinkedIn. I've connected with amazing people on Twitter. That also only happened for the power of social media. So you have to look at how you are actually communicating and how you are behaving around your customer. So if you transform your audience as a community, they become your brand advocates. And that's really the goal that you want to have. You want to have people who have the same goals, the same niche, or even if you create sub niches, if you have different audiences, but then they get them to connect with one another. And that way they will never want to live. And that's what Nike has done for a number of, you know, their apps and also the things that personal trainers, get people to run, you know, people share their runs and so forth. There's a lot of things that are happening. So that's what I wanted to share with you. Really just like the foundation of what we're going to be talking about, but really getting to understand that. So go beyond the expected. That's the first thing I would tell you. And I love to that. Go beyond the expected. And I'm going to show you as well how you can do it and how companies have done it from during, how companies have done it even during COVID-19. Go beyond to support their ultimate goals. That's really the secret of beyond marketing. And I'm going to show you really how you can get to think like that. All right. Just so you know, what I'm sharing with you, it's a bit of a preview in terms of my book that I'm writing. Okay. It's the best I've been getting there, but you're going to love it. I'm excited. I'm excited. I'm super excited. So part of providing something better and convenient make you remarkable. I keep reading myself because it's so important. People really sometimes go over the surface and really don't understand the importance of really understanding what makes you remarkable. I remember listening this morning, actually, to one of the small talk, too many talk from Seth Goldin, and he talks about his company who does unmatchable, you know, unmatch socks and they make about 12 billion ton of that because they really understood exactly what I'm about the socks anymore. It was about the little girls who wanted to have something to say and want to be different. And that's really watching it in the same time. I'm going to show you more details of what I mean by that. So let's get into the subject. Are you ready? Yes? You ready? Okay. Because I'm ready. I'm ready. I'm excited. I'm ready again. So what is the correlation between this hairdresser and this group of people? Who seems to be having a great time of their life? I wish I was invisible, not expecting social distancing whatsoever. And they are drinking on this beautiful place around the beach and presuming somewhere in Miami or maybe somewhere in Spain and Barcelona. What is the correlation between those two photos? Can somebody guess and tell me what does a hairdresser has to do with this group of people on the other side? What do you think? What do you think it is? No? Okay. That's okay. Somebody give me a minute. I'm not going to say anyway. I'm going to leave until the end. Okay. Let's get into a small self-brand auditor by this hairdresser. So the first question I wanted to ask yourself is, what services can you get at the hair salon? I think it's pretty simple. If you come to the hair salon not to look, have a better hairstyle, there's something wrong. So really wash, pretty standard, wash treatment, cut and style. That's when you come to the hairdresser. You don't come, you also come for the chatting and gossiping or whatever. It's in you. I don't know, but when I go to the hairdresser, it's a day because we have so much to say every day, but people are like, how does he spend an hour all day in the salon? That's me. But again, that's a different experience. You don't have to do it like me. Second question is, what outcomes do your customers expect? You really think about if you were a hairdresser, what outcomes do your customer expect? So obviously come out with a great hairstyle. Come out with a great hairstyle, you come out looking rough, especially after COVID-19. And when you come out looking amazing afterwards, you want to be refreshed, it's brand new to me. Welcome to normal. I can take everything that I can. I can. Yes, you can. And I'm sure you can, no matter what. Question number three is, what is a common customer journey? So look back if you are running a hair salon, what it will look like. So I guess if we talked about, remember what we talked about, you buy that point, you have a great brand. So you would have been doing some marketing, you'd be doing some advertisement, all sorts of things to get people into the store, right? Then obviously when they come in, you know, if they need to book or work in, all of this, come to the salon and always get the head on. That's a really typical customer journey from a ring about your brand to actually sitting on your chair and doing something. The next question is, what are the issues her customers may be dealing with? What are the issues her customers may be dealing with? Just try to think about, from my point of view, like they want to get hairstyle, something is happening. They forget COVID-19, that's another matter, but I'm going to give you a couple of them to give you a sense of what it is about. So it could be a lack of time. Sometimes you think, oh my gosh, I don't have time to go to the salon and I really need to have, you know, a hair appointment. Sometimes it could be budgets. Like I really love this, you know, this hairdresser, but every time she costs me 200 pounds or a few hundred dollars, God knows how much, yeah? So you think like, you know, I'm birthday, especially now COVID-19, you know, I'm probably going to let my rich COVID wait and wait a bit later, you know? Could be the fact that your preferred hairstylist is always unavailable, is always busy. You have to wait for a long time. So really, it's good to, you know, a lot of people don't enough, do you get themselves into the shoes of your customers and then you learn so much by not also never make assumptions. But I say like, if you have a conversation with your customers and say, oh, I haven't seen you in a long time, what happened? When you get to know that, oh, okay. When you start seeing some new information that will help you find new solutions for your customers so you can better serve them, be remarkable. You see, no follow-up assistance. You know, a number of times that I keep saying to my head, just like, tell me next time you need to come because I usually, you always tell me I come too late. But if she didn't have something in place, you know, tell me like, hey, your next appointment is due. You're starting out to book your time. Probably more likely to come often. So really, I want you to list a couple of examples of what would be the issue, issues why your customers not coming as often or as frequently or stop coming even worse. Question number five, how can she deliver her service product differently? I think it's really hard when you have low differentiation for a commodity kind of base services, especially when it comes to hairstyling. And there's always a way to become a brand. But a lot of people really don't understand the power of having a business and the power of having a brand. Obviously, when you're brand, you start books. When you're business, you're a coffee shop. That gives you the power to charge more for that. So which one do you want to be? I always ask people, which one do you want to be? Everybody wants to be Starbucks, yes? But for that, you need to ask yourself how exactly are you doing things differently? In that case, she can have a booking appointment. She's booking an app, should I say, a pampering experience. So how often you come to the salon, you can get champagne, you can get a manicube and a massage. You can get all these things obviously charged for if you want to. If you wanted to offer your people a glass of champagne, that's obviously something that you can use extra or a lot of charge. But obviously, the things, I always look at business as a personal relationship the reason why you fall in love with someone, it's not one of the big things. So the little things that they do on the regular that makes you want to stay with them. And the same thing, if you look at the relationship with a brand, it's exactly the same story. Six, what can she do to resolve customers' issues? Again, we're talking about mobile, air style. She can do that. You don't have time to come to me. I'll come to you. Or again, something like home hair styling kit with video tutorials. You can't afford to have me. I will create a kit for you. Just deliver to your house. And when you watch a video, do it to yourself. Pretty good service reminder. And I think, you know, the second option would have to be perfect during COVID-19. But with the hairdresser, that's what I would be doing. And we're biking on that. So service reminder. That's some of the examples that you can really look at listening to your issues from your customers and finding a solution. Question seven, what experience may she want to create in the mind of her customers? How? What is experience? Remember, we talk about experience a lot when it comes to branding. You know, you can be a coffee shop or you can be Starbucks. Think about the experience of getting to a Starbucks exactly the same no matter what you go to. Yes, they're very clear on that. In her case, it can be the Hollywood experience at home or at, you know, at the salon. No matter where you go, you still get that same Hollywood experience. Question number eight, how can she create this experience? I would say she can hire the best hairstylist of this celebrity stylist, video tutorials, if you kind of pay them every day, luxury salon design and pampering. So this is really what transport people. You know, again, as I said, what you do, people expect you to do it well. But everything around it, that's what really create reason why I say, well, you know, I understand why I'm paying $300 to go to this hairstylist. She's amazing and they're feeling, I feel like a princess. Well, I don't know if I'm doing this, but I'm doing it. Okay, so this is the assumption people make. Yes, when you come to marketing, you think, okay, this is where I need to stop. But when you think about beyond marketing, we could be further. Let me tell you why. Your clients don't choose to continue buying from you because you meet their expectation. I'm going to read that again because it's super important. Your clients don't choose to continue buying from you because you meet their expectation, but because you exceed those expectations. Remember what I told you when you're in a relationship and this person is great with you and the reason why you fell in love with that person was for the little things that they thought that you didn't expect from them. It's the same thing for business. Always compare, I always compare love and business. Obviously, we understand, we know that. But, you know, except from that, it's the same thing, it's a bad relationship at the end of the day. Yes? So, ready to recognize this man? Who is this man? If you've never been to any fashion show, if you've never been to any fashion show, go back online and look for Karl Lager film because these shows were always phenomenal. And the reason why it was always phenomenal and that's why they always say, we must always surprise. This is the rule. So, when you came to the Karl Lager show, you didn't even come from the collection. You came from the entire experience. Even the models were having so much fun. The idea of being able to cut for Karl Lager film was something that you wanted to take on your books. Yes? So, really think about how you're always surprising your customer and take them beyond just what they expect from you. All right, let's move to the next slide. So, keep them interested. Yes. Keep adding value. Always focus on adding value. Always, always, always adding value. They'll be loyal and become your brain advocates. This is exactly the magic. People say to me like, oh, I'm very glad you could recommend it for so many things at a time. It's because I really spend a lot of time having this relationship with my customers. I want them to win because when they win, first I can brag about it. And first I can actually say that what I'm doing works. It's not just about business because when they win and I know that they're trying to achieve something amazing for other people, it's important that we get this across. And that's really what makes a difference. And I really wanted to articulate that as much as I can. Really focus on listening. And again, people say, oh my gosh, I have a thousand and millions of customers. Again, you can do it on a smaller or bigger scale. Just having this conversation, delegate on how you want to do it on a different level. Whatever it is supporting and for the community, you listen, you can see people comment, people tell you, you also have to listen to the negative feedback because that really feeds you and helps you understand, oh, that's something we can improve, but as well as the positive feedback. All right. So go beyond the expected, I will bid this again and go beyond to support the ultimate goals. Okay, so I'm going to take you to the next day. This is your question. So remember this question, what benefits do her customer expect from her? What benefits do her customers expect from her? So visually, they come to a salon to leave the great hairstyle. If they came to look like a witch, unless it was Halloween, then there would be a certain issue here. So this is what I'm going to ask you. Is this enough to keep them buying from her? Please tell me in the box. Is this enough to keep them buying from her? What do you think? Is this enough? Let's ask the next question. This is my beyond question, go beyond marketing question. What are the ultimate goals of her clients? Remember that people, when you come to the salon, they actually don't come for a hairstyle. You may think, yeah, when do we come for them? Really think beyond that. That's really why the magic word is, why is really the reason why they come? You know, when you come, you can give you a lot of examples. If you go to a restaurant, if you go to a certain type of restaurant, you don't come for food. You come for something else. So let me give you some example to be respected. So when I look great, my hair style is great and I look dress. I have certain people who treat me in a certain way. Could be a reason to be attracted. I'm single. I'm ready to mingle. So therefore, you know, I have powerful hair, you know, for men or vice versa or whatever, you know, it's could be a way. Yes, could be fitter group, could be a fact that, you know, I want to be part of a certain society and I want people to feel that I should be, you know, I could be invited to certain places. So therefore, this is the way to look. I want to portray. We all want to belong to something. Yes. We, this is why social media is so powerful is because we have, we feel that this misty as human kinds, you know, it's and below post travel during COVID-19 because of that, I think we have decided to stay connected. Thank God for technology. Thank God for Zoom. Thank God for social media for all the platform that allows us to stay connected. And I can't imagine even mean, you know, not having my team around, you know, I need this. I need to feel that I'm being part of something. And like her, who come to the house and you can see that she actually ultimate goal is to feed a group, feed a group. And that's why the magic is when you understand what you, why your clients come to you specifically, what is the ultimate goes beyond just the work that you do, you know, anything that we do is part of the bigger picture. You know, I stay healthy. I want to do this. I choose, instead of drinking milk, I choose to have milk. This is not just about the milk, you know, it's a bigger picture behind that. It can be, I want to live until 100 years because that seems a bit long, but when it's back into the breeze to live that far away, but could be the ultimate goal. That's why you need to be able to grab and really find a way to really align your activities, your beyond marching activities to what they're trying to want, what they really want. So do you remember at the beginning when I asked you, what is the correlation between the hairdresser and this beautiful photo? This is what it was about. The idea that this young girl, she's like millennial, she's cool, she wants, she knows when she comes to this hairdresser, she's going to have access to this private event on a boat, which has happened every year. It's part of the journey. And you could that, you know, that tribe, that group, people want to be part of. This is really what it's about. You know, they want to feel like they're part of something. So we see it's, it wasn't even about the hair anymore. It was about something else. So really think about how Nike has always been advertising. When you look at the Nike campaign, do they actually show you trainers? They probably even show you trainers. They had this phase when they understand that when we have a vision, and that vision aligns with our customers, with the ultimate goals, we can go beyond that. We can provide something. We can create a group of people that will be faithful to us no matter what. I hope I'm giving you some great value information that you feel like, oh my gosh, I'm going to be thinking everything. And I really want you to feel like excited by that because there's so much that you can learn. Business is like love. Don't move too fast, but don't move too slow. Yes? So really find a way as well, when you have this attention of your customer, when it's starting to fall in love with you, how you're maintaining, we have a strong attention span. That's one thing, nothing we can do about it. You know, even if you think about relationship, we're short of time span, but you have to keep on bringing back flame into the world. So how are you doing that for yourself? Is it super important that we do this? Yes? As a brand strategist, I do all the time have fun because I'm looking to work with brands that I really love. And they always have some fantastic ideas and being part of that journey with them makes make it so exciting. And I really love it. And the reason why I'm doing this, we're nice. We didn't want you to feel like you aren't part of that journey with you and you can implement some of the things that I share and I do with my clients within your business as well. So let's look at the journey because the thing when you do look at BMX if they're like, listen, I'm at the start of my business. So I'm at the point where we don't think about going we go upstairs like night. We don't have that kind of budget. And I say, you know, I understand. I'm going to show you how you can do it face by face as you grow your business or even or you can even split your activities around different elements of a beyond marketing approach. So this is when your customer, you haven't built a relationship with your customer yet. Really think about it, you know, example of relationship, you know, if you always, you know, if you give say, Hey, I'm this, I'm that, you know, you talk by yourself and you're not providing enough value to just disconnect. So always think about how much value you can provide. If you even think about, you know, when you want to get a good, I will say, right, if I'm a personal trainer, first thing I will do, I'll create a lot of videos, a lot of great tips people can take, but at the end of the day, people can learn themselves. People who are really committed to result were actually hired and say, Hey, I want to do this. So really what you want to do is to build awareness. Remember, you build this brand strategy phase where you are, where you're trying to really articulate what makes you unique. That's when you also build, you know, you also build why people should choose you, what makes you remarkable, but at the same time to say, I'm remarkable because of that, but also let me give you lots of great value because I know you're going to benefit from that. Yes. This is where you educate very important. You educate, educate, especially when people are not familiar with your brand or familiar with the type of services that you do. You know, I work a lot with technology companies and that's what I always tell them. You focus on the education piece because you are asking people to change their habit and by nature, we are creative habit and we don't like change. So don't go too fast. Take it easy. Okay. When you have secured that plan and say, okay, now I've decided to buy from you. You need to go further than that. You need to say, okay, now not only I'm going to do a great job, but I'm going to go beyond and provide you great services. You know, so say, for example, I'll give you an example to say, hey, I was supposed to give you a strategy or give you a strategy in three weeks and then you do it in two and a half weeks. Yes. It's about like, you know, great services, great customer service, great quality. You really care about the success. You really care about delivering a great result for them. Then that's magical. Then when you have that, your great customers are happy with your service is how you keep them involved in your journey, how you really tell them, tell people about their stories. You know, involve them in being part of your brand. I think now that people really underestimate the power of micro-influences, you know, whatever it is in B2B or B2C, you don't have to go to the Kim Kardashian because I wouldn't go there. I will go for the small ones. I really believe in buying to my brand and really put them forward and really say, hey, we want you this month to represent us because we're really proud about what you do. And I'm using people here, people who have much more trust in you than somebody that is your customer when it comes from your own mouth. So again, rewarding recognition is part as well of your journey. Again, that's why you really build that community and that's why you transform your customers into advocate. But remember, as anything in life, you know, everything goes into faces, your awareness and understanding, provide value, commitment, deliver yourself because if you don't actually do great, great service delivery when you're wasting your, wasting your best time at your time, and then advocacy and then community make them people that will be proud of staying with you forever. So you're looking at this, look at it this way. First phase is a creative discovery. Then you have great customer service excellence, as I mentioned before, and partnership and innovation. I'm going to show you some example in a minute so it makes more sense. I hope it makes sense for everybody. Give me a like. Give me a yes. It makes sense. By this. Yes. I'm here in the past. I'm going to be chatting with you. Launch. Obviously, when you're launching your business, this is where you spend most of your time, you scale, and then you expand. As you see, as you get bigger, you will see that you, you focus on your bare maximum evolve. You probably spend, if you like, like spend more time in the bonding phase. But if you are a smaller business in trying to scale, you can probably spend more time in great quality services. So really evaluate where your business is. So you can do something. You can provide, you can get the best return on investment for yourself. Yes. So don't go think like a big company because first not everybody has a big budget. And you really think about how you are in your business and how you can really apply for different activities that have given you. All right. I'm going to talk about this photo. So I hope it's going to make you think differently about everything that you do. Really think about how you can do. So in the case, if I was a hairdresser, you can do a partnership with a hotel. For example, we feel that we have the same type of customers as you. Let's do this event together every year. When you bring cocktails, you bring like all sorts of brands around it. And that creates something that people will remember. Remember, what great brands do they create and experience the stories that you will remember for your life. It's not so much about what you do. It's about the memories that you create. It's the same thing as individuals. Again, when you talk about the example of Nike before, again, Nike, you know, don't really create their app. You know, they didn't have, this is created consistently. They've done that because they could have just been selling trainers, but they understood that the bigger, remember the ultimate cause of the customers as well was around, you know, building that being busy, the inner effort we knew. Let us give you and challenge yourself. Like you share your track, you share your road route, everybody will see how far you've gone. And then you have music in your air and all of these things. It works. It works, really. Really works. Google obviously done really, really well. You know, they started with just being a search engine and look at how far they've gone. Really understand I'm serving businesses. Yes. And trust me, you know, obviously look at how the situation, people who are on the cloud have a relentless have been people who have not had that have a struggle for COVID-19. When we're moving to, when moving to isolation, my team was not at all affected because we always been, I've always allowed my team to work from where they want and therefore that didn't impact us at all and was great. We're able to offer the great service that I can't expect it. I love this. This is during COVID-19. Give me some examples during COVID-19. This is pain books and I love what they've done. They actually done, you know, you're basically do nail, nail polish and it's quite like a, quite Zunco with women can, you know, women and men as well, if you want to, can really just do some tutorials and there was a great way to stay connected. You know, it doesn't have to be big, but people obviously, I have been a know by Zoom now. I mean, a lot of people like us knew of Zoom for a long time, but people are new to Zoom, but it's a great way to stay connected and show your creation and do something fun of your brand. You know, you can just, you can just be selling nail polish but they won't throw at that and that's what makes a difference. I'm not going to talk too much about Apple. We know they're great at this. But again, here again, innovation may be part of your company culture to keep your customer engaged. Look at this bottle. Magged Mark Jacobs with Coca-Cola. Great combination. You understand very clearly that supermodels don't drink, don't don't have sugar in the body. They want to say, you know, as slender as possible. So great combination is Coca-Cola likes. They could have chosen another brand which was this one for a very big, very specific purpose. That really helps you understand, you know, the ability to just innovating if you can't bring innovation within your business, partner of other people to bring innovation externally. That's really going to keep you exciting. Again, I love this one. This was for Valentine's Day. It was Moon Pink card did a, did a collaboration of KFC. I thought it was very funny. People who don't really, you know, they'll be against, you know, Valentine's and all sort of things like that. Really, really to that and make a lot of noise. It was really great. And everyone, this was a negative campaign for Burger King during the isolation time. And you can see what they've done here. It was really good. They showed you that you can't come to us, but we're going to give you exactly the step by step to get all the ingredients to get yourself to make yourself on your own Burger King burger. How cool is this? Again, a collaboration of Carrefour, a French supermarket and Uber. Remember where you started? Yes. Because that's really what needs to stay in touch. You know, when you think about going to be able to remember where you started because your vision was the reason your customers wanted it to you. So you think about brands like Darvus where I really showcased you in COVID-19 the reason that no matter why, you're still beautiful. Yes. The reason why is when Nike was really strong in terms of what they believe in terms of equality and again, something that's what people choose to buy from Nike still no matter what they believe in. Okay. So I want to finish it off with this and tell you that remember the good words as well of innovation must be part of your company culture to keep your customer engaged. Remember that. It's super key. Super, super, super key. Remember the good words as well? What was it going to be too soon? Remember the good words of Gallagher Field in a way you must always surprise. Yeah. So if you think one the last time you surprise your customer doing something amazing and you know, you had Favis Day. If you've done something for my Favis Day calling your customers your male customers and wishing them happy Favis Day was a great way to just build that bond you have with your audience, with your customers. All right. I hope you enjoyed my talk but I didn't want to leave you there. I wanted to give you more value. So I've created, you know, during COVID-19 I realized that not everybody can work with me because of distance, obviously, or sometimes in a different country. So I created my first brand coaching program. You can have access to that right now. So you just need three colors with the code.uk slash Flavilla. Take a screenshot if you want to and I've also reserved a number of limited brand assessments. So be quick, get it before I say, you know, I'm going to take more people and I hope you enjoy. I hope you enjoy my session. I really enjoyed sharing this with you and I hope it's going to revolutionize where you do your business and get something create a brand that people love and build a brand that people love and get you where you want to be. I'm really excited to do this with you. So thank you so much. You can find me on all social media platforms, Instagram, LinkedIn, Twitter, where I'm very, very mavi. But you know what, that's me. I can't help it. Thank you so much for having me.