I ran my Stop Chasing. Start Growing. webinar this week based on a theme that keeps coming up in conversations with business founders…
So many business owners are working incredibly hard to grow, constantly trying to stay visible, keep marketing going, follow up opportunities and bring new customers in, but very little time gets spent properly stepping back and looking at the experience customers are actually having once they buy.
And honestly, that’s often where the biggest opportunities are. During the webinar, I shared a simple framework built around four areas:
Promise
Being clear on what customers can consistently expect from you.
One of the questions I asked was: “What do customers consistently thank you for?”
That’s usually where your customer promise already exists. Customers stay loyal when they know what they’re getting, how they’ll be treated and what they can rely on from you.
A simple tip here is to ask yourself:
Are we delivering a consistent experience?
Would every customer describe us in a similar way?
Are we making people feel confident they made the right choice?
Sometimes small things make a huge difference here, like clearer communication, setting expectations better or simply keeping customers informed.
Understand
Knowing what matters most to your customers and what they actually need from you.
Customers don’t just buy products or services. They buy reassurance, clarity, confidence, responsiveness and ease. They want to feel understood and looked after.
One of the simplest exercises I suggested was stepping back and asking:
What might frustrate our customers?
What would make this easier for them?
What are they worried about that they may never actually say out loud?
That shift alone can completely change how businesses communicate and support customers.
Simplify
Removing friction, confusion and unnecessary effort from the customer journey.
This was the area people related to most because friction often creeps into businesses gradually as they grow and what once worked, doesn't any longer.
Things like:
unclear onboarding
too many back and forth emails
customers not knowing what happens next
slow responses
difficult repeat buying processes
no clear follow-up
One of the biggest takeaways from this section was: customers should never have to work hard to do business with you.
A really practical tip here is to walk through your customer journey as if you were the customer and ask:
Is this easy?
Is this clear?
Would I know what happens next?
Where might someone lose confidence?
Grow
Creating experiences and relationships that give customers reasons to stay, return and recommend you.
I talked a lot about the fact that sustainable growth often comes from repeat business, referrals and stronger relationships, not just constantly chasing new leads.
And usually it’s the small consistent habits that make the biggest difference:
checking in with customers
asking for feedback
thanking people
following up after delivery
staying visible between purchases
making customers feel remembered
ensuring the whole process of working with you is easy
We also discussed the emotional side of customer experience because behind repeat business and referrals are usually a few very human things. Customers stay when they feel they can trust you, when they feel understood, when things feel easy and when businesses consistently deliver on what they promised.
One of my favourite points from the session was this:
Customer experience isn’t really a project. It’s what customers consistently feel over time.
And honestly, I think many businesses already have growth opportunities sitting right in front of them within the customers they already have.
Sometimes growth doesn’t come from doing more.
It comes from making things work better.
Thanks so much to everyone who joined the webinar and contributed to the conversation. I genuinely loved hearing everyone’s thoughts and challenge.
If any of this sounds familiar and you'd like some advice, you can book a FREE 30 minute 'Clarity Call' https://calendly.com/clare-connectedcx/clarity-call and I'll give you one thing to take away and look at for your business.
Share this post: