How to Build a Loyal Customer Base - Lessons I learned watching the movie I CARE A LOT

This weekend, I watched I CARE A LOT starring Rosamund Pike & Peter Dinklage.

I had fun and I learned A LOT about customers & marketing.

1 - CUSTOMER RESEARCH is very important.

Failing could be deadly - literally.

We should never assume we know everything about our customers. Assumptions would get us nowhere (and in Pike's case, get her killed).

As simple as A-B-C.

[A] Ask questions.

Your customers are more than willing to tell you what they think.

Start talking to them and ask what features they want or wish were improved.

[B] Beyond the numbers.

Look at your data and understand the story behind it.

Users abandoning the platform after signing up? Onboarding might be complicated.

% of active users low? Customers are probably lost on how to use the app efficiently.

[C] Control the noise.

Learn to filter genuine customer feedback and product-market fit.

Your app will get detractors and freeloaders.

Know the acceptable industry standards and work on improving your product fit.

Remember, it’s not about you, it’s about them.

What you want may conflict with what they want. BUT they pay the bill so listen.

You can only grow your business by consistently listening and giving what your customers want.

Loyal and honest customers are the foundation of every business. It’s not the best products or the best systems.

You can have the worst products or the most inefficient systems, but if you have loyal customers, your business will succeed.

Assuming of course you listen to them and improve your products and systems over time.

That’s how you keep their loyalty after all.

👉 We should not skip Customer Research
👉 We should give what our customers want
👉 We should build a business on a foundation of loyal customers

Did you watch the film and see where those lessons fit in? Let me know!

(The film is available on Netflix. So who says watching Netflix is unproductive? 😉)