In this episode, I'm taking you behind the scenes of a recent client project that completely changed the direction of an established membership.
Like many business owners, my client thought she had a pretty good understanding of what her members wanted. But instead of relying on assumptions, we went straight to the source.
The results uncovered messaging gaps, feature requests and blind spots that simply wouldn't have surfaced if we'd only listened to the loudest voices inside the community.
In this episode, I explain why customer research is one of the most underused growth strategies, and how you can start gathering better insights for your own business.
What we cover:
- Why assumptions are holding many businesses back
- The three audiences you should include in your customer research
- The gap between the metrics businesses track and what customers experience
- How better audience research improves both retention and conversions
- The biggest mistakes people make when designing customer surveys
- Why hearing uncomfortable feedback can become your biggest competitive advantage
View the episode transcript here.
Where to from here?
Grab the 2026 State of the Customer Report FREE right here.
Generate 10 tailored-to-you survey questions FREE right here.
Join Retention Lab🧪, the community to help you build a signature customer experience that keeps people coming back, gets them talking and grows your business without you having to start from scratch every single month. Join here!
Find out how you can get my strategic customer experience brain on your brand here.
Check out my favourite CX tools and resources here.
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