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 product or service, little P is how they prefer the transaction to happen
• Why delighting customers doesn't actually move the needle on loyalty, but meeting expectations consistently does
• How one extra click, one repeated phone call, or one unnecessary step can be the straw that breaks the customer's back
• Why companies build processes that work for their back end systems but create friction for customers
• How a roofer lost a major job by asking the customer to climb on the roof and take measurements himself
• Why the bare minimum expectation at a medical facility was simply "don't kill me" and what that reveals about customer priorities
• The questions every department should ask: Are we easy to find? Easy to buy from? Easy to work with? Easy to pay?

Key insight from this episode: The friction that seems small to you is often huge to your customer. Before investing in ways to delight customers, make sure you're not failing them on the basics.

About Revenue Rewired:

Revenue Rewired is a podcast for B2B marketers, sales leaders, and business owners navigating the intersection of sales and marketing. Hosted by Jay Feitlinger and Sarah Shepard, each episode delivers actionable insights for mid market companies looking to grow revenue strategically.

Effortless Experience: https://www.amazon.com/Effortless-Experience-Conquering-Battleground-Customer/dp/1591845815

Contact Us:

Email: podcast@stringcaninteractive.com

Website: www.stringcaninteractive.com

Reach out to the hosts on LinkedIn:

Jay Feitlinger: https://www.linkedin.com/in/jayfeitlinger/

Sarah Shepard: https://www.linkedin.com/in/sarahshepardcoo/

Buy the Revenue Rewired book: https://www.amazon.com/Revenue-Rewired-Identify-Leaks-Costing-ebook/dp/B0FST7JCXQ

Keywords: customer experience, customer loyalty, effortless experience, customer friction, B2B customer service, customer expectations, customer retention, sales and marketing alignment, mid market growth, revenue operations, book club, customer preferences, business growth

Let’s name a blind spot most people miss: AI doesn’t reach for brilliance. It reaches for what’s most common.

Language models don’t start with the breakthrough idea or the edge case. They start with what they’ve seen the most. They predict the next word based on frequency, not originality.

So when you ask for blog titles or campaign ideas and everything comes back flat, the tool isn’t broken. It’s doing exactly what it was designed to do.

Safe ideas are statistically efficient. That’s why prompts like “Give me five LinkedIn hooks” keep producing the same recycled openers you’ve already seen a hundred times.

The fix isn’t better prompting, it’s pressure.

Add constraints. Make it argue with itself. Feed it your recent work and tell it to avoid every repeated phrase. Ask for the second-best idea and force it to explain why.

Think of AI like a smart but distracted strategist. It needs direction and resistance to move past the obvious.

Bottom line: AI defaults to average. If you want original thinking, you have to push it beyond “good enough” because that’s all it will give you if you let it coast.

Contact Us:

Email: podcast@stringcaninteractive.com

Website: www.stringcaninteractive.com

Reach out to the hosts on LinkedIn:

Jay Feitlinger: https://www.linkedin.com/in/jayfeitlinger/

Sarah Shepard: https://www.linkedin.com/in/sarahshepardcoo/

Buy the Revenue Rewired book: https://www.amazon.com/Revenue-Rewired-Identify-Leaks-Costing-ebook/dp/B0FST7JCXQ

Everyone says they're using AI. Very few can point to what it's actually done for pipeline.

In this episode of Revenue Rewired, Jay Feitlinger and Sarah Shepard share what their agency is actually building and deploying with B2B clients right now: AI consulting, AI audits, and AI driven ABM. Not theory. Real work that's been tested internally for over three years before rolling it out to clients.

What you'll learn:

• How AI consulting works: using custom GPTs and strategic prompts to turn years of client data into a Vision Brief that guides real recommendations
• What an AI audit actually uncovers and how it helps leaders see where they're missing opportunities before competitors pull ahead
• How AI agents are transforming ABM by validating ideal prospects automatically, taking lead quality from 10% valid to 90%
• Why one marketer thought his Google Ads were broken when 90% of the issue was untracked traffic from ChatGPT and AI search
• Where AI hits its ceiling: memory limits, repeated outputs, computing power, and how to push through it
• Why ignoring AI now is like ignoring Google Ads when it first launched

Key insight from this episode: The companies winning with AI aren't using more tools. They're feeding the right data into the right systems and asking better questions.

About Revenue Rewired:

Revenue Rewired is a podcast for B2B marketers, sales leaders, and business owners navigating the intersection of sales and marketing. Hosted by Jay Feitlinger and Sarah Shepard, each episode delivers actionable insights for mid market companies looking to grow revenue strategically.

AI Readiness Assessment here: https://stringcaninteractive.com/ai-marketing-services

Contact Us:

Email: podcast@stringcaninteractive.com

Website: www.stringcaninteractive.com

Reach out to the hosts on LinkedIn:

Jay Feitlinger: https://www.linkedin.com/in/jayfeitlinger/

Sarah Shepard: https://www.linkedin.com/in/sarahshepardcoo/

Buy the Revenue Rewired book: https://www.amazon.com/Revenue-Rewired-Identify-Leaks-Costing-ebook/dp/B0FST7JCXQ

Keywords: sales targets, revenue goals, sales leadership, quota setting, annual planning, sales team morale, B2B sales strategy, sales and marketing alignment, mid market growth, sales management, employee retention, revenue operations