29. What customers really want in 2025 (3 surprising truths from the State of the Customer Report)

If your customers had to choose between speed, clarity, or delight, what do you think they'd pick? In this special insights-packed episode, I answer that very question based not on gut instinct, but on hard data from my 2025 State of the Customer Survey.

I reveal 3 powerful (and surprising!) truths about how business owners view their own customer experience, and how that stacks up against what customers actually value. From the automation gap and personalization pitfalls, to the truth about acquisition vs retention across business models, this episode is your data-backed wake-up call to do CX differently.

Tune in for sneak peeks of the full report, get your hands on the free 30-page Report , and discover how to join the Retention Lab for a LIVE walkthrough of what it all means for your business on 16 September 2025.

What we cover:

• The gap between confidence and reality in customer experience delivery
• What customers say they value most (it’s not what you think!)
• The unexpected retention patterns across different business types
• The critical role of automation and personalization in shifting patterns (and your success!)
• How to use this data to create your own customer-first playbooks for 2025

View the episode transcript here.

Where to from here?

Grab the 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 b uild 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.

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