The Secret to Small Business Growth
Unlocking the Power of Customer Experience
Hello, small business champions!
I’m Odette de Beer, and I’m here to help you grow your business, keep your customers coming back, and stand out in a crowded market.
Today, let’s talk about a game-changer that many small businesses overlook—Customer Experience, or CX. And let me tell you, once you embrace CX, it will become your secret weapon for growth and success.
What Is Customer Experience (CX)?
Let’s get real: CX isn’t just about being nice or polite—it’s about being intentional.
CX is how your customers feel about your business after interacting with one or all of your touchpoints (think website, social media, your receptionist…). From browsing your website to chatting with your team to receiving your product, CX is what leaves a lasting impression. It’s not just about what you sell; it’s about how you make people feel.
Here’s the kicker:
While 80% of businesses think they’re delivering amazing CX, only 8% of customers agree!
That gap is where small businesses can truly shine.
Whether you’re a wedding planner aiming to make your clients feel calm and reassured or a handmade jewellery maker helping customers feel valued and special, CX is your north star for creating meaningful connections that drive loyalty and growth.
Why Is CX a Game-Changer for Small Businesses?
If you’re still wondering if CX is worth your time, here are three reasons it’s the ultimate growth strategy:
1. Loyal Customers Spend More
Happy customers return—and when they do, they spend more. In fact, repeat customers spend 67% more than new ones. Investing in CX creates a foundation for steady revenue and long-term success.
2. Word-of-Mouth Marketing Does the Heavy Lifting
Did you know that 92% of people trust recommendations from friends and family over ads? A customer who feels valued is more likely to rave about your business to others. That’s free marketing you can’t afford to miss.
3. Stand Out Without Overspending
As a small business, you can’t outspend the big brands on advertising—but you can out-care them. CX gives you the edge by providing the personalised, thoughtful service that big corporations can’t replicate.
Three Simple Steps to Transform Your Customer Experience
Want to get started? Here are three practical steps you can take today to improve your CX:
1. Define What You Want Customers to Feel
Ask yourself:
What do I want customers to feel when they interact with my business?
What do I want them to feel when they speak with my team?
For example:
A wedding planner might focus on making clients feel calm and reassured.
A handmade jewellery maker might prioritize making customers feel special and valued.
That feeling becomes your guiding principle for every decision you make.
2. Map Your Customer Journey
Write down every step your customer takes when engaging with your business—from discovery to purchase and beyond.
Are there areas where the process feels clunky or impersonal?
Simplify and refine those touchpoints to create a smoother, more enjoyable experience.
3. Ask for Feedback and Act on It
Don’t guess—ask!
Use simple surveys or follow-up emails to gather insights on your customers’ experiences.
Pay attention to recurring feedback and take action. When customers see that you’ve made changes based on their input, it builds trust and loyalty.
CX: Your Superpower for Growth
Here’s the truth:
CX isn’t just a buzzword. It’s the most powerful tool in your arsenal to create lasting connections, grow your revenue, and stand out in your industry.
If you’re ready to take your CX to the next level, here’s how I can help:
📖 Grab my book, "From Heart to Bottom Line," on Amazon—it’s packed with actionable strategies to transform your business.
Your customers are your greatest asset, and their experience is your greatest opportunity. Let’s make it extraordinary!
Until next time, keep designing intentional, meaningful experiences that your customers will never forget.