Businesses that consistently exceed customer expectations are genuinely rare. And rare means memorable. And memorable means referrals, repeat customers, and growth without spending a dollar on ads.

In this episode, Brooke and Jenné break down the strategy of underpromising and overdelivering, why most businesses overpromise (and it's not because they're dishonest), what setting realistic expectations actually looks like in practice, and the small things that create outsized loyalty. They also get into where NOT to overdeliver, because there's a version of this strategy that burns you out, and that's not what they're going for.

In this episode, we cover:

• The three places every customer interaction lands (hint: only one of them grows your business!)
• Why businesses overpromise (it's fear, not greed)
• What underpromising actually looks like
• The small things that create outsized loyalty (and cost almost nothing)
• Why this strategy compounds over time and does your marketing for you
• Where NOT to overdeliver (no free labor disguised as generosity)

Links + resources mentioned in this episode:

• Sign up for the Big Bad Marketing newsletter: www.bigbadmarketing.com/newsletter
• Take our free Growth Bottleneck Quiz: https://sales.bigbadmarketing.com/bottleneck-quiz
• Book a free 15-minute intro call: https://api.leadconnectorhq.com/widget/bookings/15-minute-call-bbm