77. Why your best customers don’t hold the best insights (and who is!)

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 backThe three audiences you should include in your customer researchThe gap between the metrics businesses track and what customers experienceHow better audience research improves both retention and conversionsThe biggest mistakes people make when designing customer surveysWhy hearing uncomfortable feedback can become your biggest competitive advantageView 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.😍 Love the show?Hit subscribe or follow so you never miss a new episode.Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).Leave a positive review to help the show get found by more small business owners just like you. To leave a review:👉 Find What Would They Do? on Apple Podcasts👉 Scroll to ‘Ratings & Reviews’👉 Tap on the stars to rate the show before writing a reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.