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Business - How to Make Your Clients More Sticky With Lewis Potts, Part 2
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In this episode of the Stay Hungry podcast, Joel Stone and Lewis Potts discuss the intricacies of customer expectations and business growth strategies. They explore how defining a niche and understanding shared goals are crucial steps in creating a successful business journey. The conversation highlights the importance of setting clear expectations as a business owner and the impact of meeting, rather than exceeding, customer expectations. Joel and Lewis discuss common misconceptions about customer satisfaction and emphasise the need for stability and predictability in client relationships.
KEY TAKEAWAYS
- Once you’ve got your niche, have an idea of what the common shared end goal is and build a journey. What are the milestones? What are the peaks? What are the struggles they’re going to experience?
- You, as the business owner, are responsible for setting the expectation and meeting it. If you’ve got a paying customer with an insane expectation of what should happen, that’s because you’ve not done your job.
- 89% of businesses say that they aim to exceed their customer’s expectations. Less than 1% of customers, that did the same set of research, care. 99% of customers simply want their expectations met.
- 99% of customers simply want their expectations met, not exceeded. The gap is that at no point has the service provider asked them what their expectations are.
- People spend too long trying to exceed their client’s expectations. All your customers want is security, stability, and predictability.
- There’s loads of problematic behaviours in businesses that stop them from being able to grow. What’s the goal? What's currently stopping you from getting to it? And what are we going to do about it?
VALUABLE RESOURCES
Join the Codebreak Academy - https://academy.codebreak.co.uk/join
ABOUT THE HOSTS
Joel Stone
Joel Stone is a marketer and disciple of business strategy. After seeing the impact of the 2008 recession, he decided to take control and leave employment to set up in business for himself. He quickly built an award-winning design agency, partnering with Andy on numerous projects until they formed Codebreak in 2019.
Having previously helped brands including GlaxoSmithKline, Diageo, Beta Tools, and Channel 4, Joel’s work has been seen all over the world. He takes pride in applying techniques normally reserved for huge corporations to SMEs throughout the UK. Case studies of Joel’s work have featured in Design Week, The Drum, and Social Media Today.
Andy Rao
Andy studied Psychology at university, which was his springboard into the world of marketing. He realised that to sell successfully you have to put yourself into the shoes of your customer and understand their why. Andy started his marketing career working closely with dozens of Shropshire businesses, all of whom had something different to sell. During that time, Andy picked up the skills he uses today to tailor each marketing solution to his client's businesses, the industries they work in, and the different types of customers they need to reach.
Website - https://www.codebreak.co.uk/
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