Hundreds of interviews showed me: most companies were wrong about what their customers thought
Hundreds of interviews showed me: most companies were wrong about what their customers thought
What I kept finding in the interviews
I spent ten years as a conversion copywriter. The job was to interview customers, find out what drove their decisions, and turn that into messaging that converted.
During those interviews, I kept finding insights my clients didn't have.
- The friction that worried them wasn't what was killing conversions
- The features they prioritized weren't the ones customers cared about
- The value prop they led with wasn't what made customers buy
Customers were handing me the answers to problems my clients didn't know they had.
But I wasn't looking for this data. It got in the way of the copywriting.
Then I figured out why it kept happening...
We think in stories.
When you ask customers to walk you through their experience rather than rate it, they give you the full narrative. The alternatives, the politics, why they almost chose someone else.
The more emotionally charged the decision, the more detail comes with it.
Customer research has always stripped that story away. And your team built their strategy on what was left.
Your teams are good at their jobs.
The problem isn't execution.
The problem is nobody has the full picture.
I built Customer Narrative System to fix that.
One researcher, every interview, zero handoffs
I conduct every interview, run the extraction, and build the final deliverable myself.
Each interview builds on the last. By interview six, I'm hearing patterns the customer doesn't know they're revealing. By interview twelve, I can tell you what your next customer is going to say before they say it.
That only works if one person holds the full context across every conversation.
Research firms split the work. Each handoff strips signal.
- The interviewer hears something in a customer's tone and doesn't write it down
- The analyst reads a transcript but wasn't in the room
- The report writer synthesizes themes from summaries of summaries
By the time it reaches you, vital signals are gone.
What follows will land better once you've seen what the system produces. If you haven't read How It Works yet, start there.
See the processWhat a full engagement costs
A Customer Narrative System engagement is $50,000.
That covers 18 customer interviews and full narrative extraction across every conversation. 11 cross-referenced strategic frameworks. And a custom-built web application your teams use to access all of it.
The engagement runs 8-12 weeks from first interview to final delivery.
Pilot Engagement
I don't have case studies yet.
Here's what I know and what I don't.
The interviews work. I've done hundreds of them over ten years.
The narrative methodology, the extraction pipeline, the cross-referencing are all built and tested against real and mock interview data.
What I haven't validated is the impact, whether the complete system moves the needle for your business.
I'm confident it will. I've designed the entire system to that end.
But my confidence doesn't solve your problem, which is justifying that $50,000 on a new concept.
...so I'm not asking you to
I'm offering the first full engagement at $25K.
That's 18 interviews, 11 frameworks, the complete web application.
You're the first. The price reflects that.
Here's what I'd expect from you
- A partner who'll tell me what's working and what's not
- Access to teams: light touch, a few hours of each team's time over the course of the engagement
- Check-ins with leadership at the 30, 60, and 90 day marks to discuss progress and make adjustments
- A willingness to be a case study on success
Nobody after you will ever get this level of investment
Your success will be the proof that the system works.
That means I'm building this around your business. You get direct access to me for the duration, frameworks shaped to your teams' needs, and 1-on-1 onboarding for every team that touches the deliverable. The kind of attention that doesn't scale — and I know that. What I learn building yours becomes the system I scale from.
If something isn't landing, I'll fix it. If someone on your team doesn't get it, I'll hop on a call.
I have as much riding on the outcome as you do. Probably more.
The floor is what you'd get from any research firm: transcripts and a summary of insights. They'd charge $30-40K. You're paying $25K.
Worst case, you get the same deliverable for less money. Best case, you get something no one else in your market has.
Explore Fit
If your teams are making decisions based on an incomplete picture of what your customers think, a 15-minute fit check is how you find out.
No pitch, no deck. Just a conversation to see if this is worth pursuing.