Ep 47: Customer Friction: The Straw That Broke the Customer's Back in B2B Marketing
Think customer loyalty comes from going above and beyond? The research says otherwise.
In this episode of Revenue Rewired, Jay Feitlinger and Sarah Shepard share insights from their company book club read, The Effortless Experience, and why meeting expectations consistently beats delighting customers. They break down real examples of how small friction points cost businesses big money and introduce the "big P, little P" framework that changes how you think about customer preferences.
What you'll learn:
What "big P, little P" means: big P is your customer's fundamental preference about your…
The skinny
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