What if the key to sustainable business growth isn’t just about generating new leads, but about truly understanding and retaining your existing customers? Are you aware of the invisible forces sabotaging your efforts to create a loyal customer base—and, more importantly, what you can do to fix them?

In my latest episode of the Delighted Customers podcast, I sit down with Roger Nicholas, co-author of The CX Lighthouse and a seasoned business growth leader who brings over 25 years of experience in revenue training, business operations, and CX execution. Roger breaks down the real reasons small to medium-sized businesses (SMBs) struggle with customer retention and reveals why traditional customer experience (CX) strategies are often missing the mark. He shows how using behavioral science and practical frameworks can help you identify your leadership blind spots, better understand your team and customers, and create CX strategies that actually move the needle.

You should listen to Roger because he’s not only walked the walk, driving growth for SMBs and enterprises alike, but he’s also created a practical, actionable playbook tailored to businesses that don’t have the massive resources of the Fortune 500. Together with his co-author, he demystifies CX, making it accessible—and adaptable—so listeners (whether startup founders or established leaders) can create systems that delight, differentiate, and drive referrals. If you want the blueprint for scaling your business through customer experience, Roger’s insights are simply essential.

Here are three thought-provoking questions Roger answers on this episode:

• What are the most common (and costly) leadership blind spots that undermine customer experience, and how can you spot them in yourself?

• Why is adapting (not just adopting) best-in-class CX strategies crucial for SMBs, and how do you tailor them to fit your unique customer needs and operational realities?

• How can businesses shift from reactive churn management to proactive customer retention—and what’s the ROI boost you can expect from that shift?

Don’t miss this powerful conversation! Listen to the episode and subscribe to the Delighted Customers podcast on Apple Podcasts and Spotify, and find us on all your favorite podcast platforms.

Meet Roger Nicholas

Roger Nicholas is a business growth leader with over 25 years of expertise in revenue training, CX execution, and operations across diverse industries. As the co-author of The CX Lighthouse: Navigating Business Growth with Customer Experience, Roger is on a mission to help small and medium-sized business owners unlock the ROI of customer-centric strategies tailored to their size and market—not just enterprise models. An inductee of the Cigna New Tau Entrepreneurial Honor Society and a Howard University graduate, Roger has held key leadership positions, including work with WMATA (Washington Metro). His approach combines the latest in behavioral science with hands-on business development, delivering actionable strategies for lasting growth and customer loyalty.

Connect with Roger Nicholas on LinkedIn.

Show Notes & Resources

• The CX Lighthouse: Navigating Business Growth with Customer Experience on Amazon

• https://thecxlighthouse.com

• CX Lighthouse 10 Day Challenge: Identify alignment between your business and customer expectations: https://qrcd.org/8vxM  

• Leadership Blind Spots Assessment — “Leadership EKG” tool based on behavioral science https://qrcd.org/8vxL

Listen, subscribe, and elevate your CX game today!