How Customer Blind Spots are Costing Your Team & How to Fix Them

In this episode of the Forget the Funnel Podcast, Georgiana and Claire sit down to discuss the consequences of not understanding what really matters to your customers and how product and marketing teams find themselves in this situation way too often. 

They talk about the signals that show your team has less insight than they need to make good decisions and how you, as a team leader or founder, may be making the problem worse. 

Finally, they share a real-world story of a customer who went into the market with one understanding of their ideal customer - only for shifts in the market to force their hand and reevaluate everything they thought they knew about their customers, marketing and messaging. 

Key takeaways: 

• Signs you and your team don’t know who your best customers are (or enough about them), including slowed and inconsistent growth or trying new tactics that aren’t moving the needle. 
  
  
• Why A/B testing and experimentation is valuable, but only if it comes after building a solid foundational understanding of what matters to your best customers with research.
  
  
• A great example of a team with an early mover advantage who was suddenly in a saturated market and needed to go from one understanding of their customers to another quickly. 

Highlights:

[3:48] The typical a-ha moment for founders to know they need customer research. 

[6:13] The consequences of companies not understanding their best customers. 

[9:25] An example of the failure of not knowing your target customer

[12:02] Why these failures bubble up due to legacy knowledge, poor documentation, and resistance to research (even if you know it’s critical to your success). 

[17:45] An example of a company whose business was negatively impacted during COVID, new companies entering their category, and how Gia and Claire helped them navigate back to success. 

Tune in and get your notepad ready. Enjoy the show!

• Follow Georgiana on LinkedIn: https://www.linkedin.com/in/georgianalaudi/
  
  
• Follow Claire on LinkedIn: https://www.linkedin.com/in/clairesuellentrop/
  
  
• Read the uber-practical Forget The Funnel book: https://forgetthefunnel.com/customer-led-growth/book
  
  
• Check out Forget the Funnel’s website: https://forgetthefunnel.com/
  
  
• Get the free Forget the Funnel workbook to help you implement Customer-Led Growth: https://forgetthefunnel.com/workbook

Previous Episodes

• How Customer Blind Spots are Costing Your Team & How to Fix Them on Apple Podcasts
  
  
• Avoiding Common Customer Research Traps (and What Good Research Looks Like) on Apple Podcasts