We are picking right back with Mark and Ben’s interview with Matthew Barnett on this episode of The Friday Habit. Matthew continues to expand on his vision for customer service, being accessible and hospitable to every customer (or potential customer) who contacts your team. His approach is data-driven, recognizing that satisfied customers come back and buy more or new products and they also recommend your products or services to others.

A great next step in improving your customer experience is visually mapping out their journey with you, taking note of the touchpoints, typical conversion points, and any gaps that you could look into filling. You can also reach out to advocates of yours or loyal customers for their feedback on the customer experience.

Matthew recognizes that many people are hesitant or unsure about starting a business because of the unknowns, but he says that the best way to get into the market is just to do it. Start a website, post a few products, and see what happens. If you have a good idea, you will know pretty quickly based on the demand, but if you don’t attract customers after a little while, you might need to have an honest conversation with yourself about the feasibility of the type of company you want to have. You might need to take a step back and offer people what they really want or need as a milestone along the path to where you eventually want to end up.

Finally, Matthew emphasizes the importance of setting up a culture and having scheduled team meeting, especially for global teams. Outside of work, he tries to read a book per week and he is a part of a founders group that serves as a mastermind of sorts, which is a great resource and source of accountability for him and the other members.

Links:

https://www.bonjoro.com/videofunnelplaybook

“The Lost and Founder”: https://www.amazon.com/Lost-Founder-Painfully-Honest-Startup/dp/0735213321

“The Hard Thing About Hard Things”: https://www.amazon.com/Hard-Thing-About-Things-Building/dp/0062273205

“Traction”: https://www.amazon.com/Traction-Get-Grip-Your-Business/dp/1936661837

“Viral Loop”: https://www.amazon.com/Viral-Loop-Facebook-Businesses-Themselves/dp/1401323499

Connect with Matthew:

https://www.verbate.com/

https://www.bonjoro.com/

https://au.linkedin.com/in/mbjbarnett

Connect with us:

https://www.thefridayhabit.com/

thefridayhabit@knapsackcreative.com

https://www.instagram.com/benjaminmanley

http://www.benjaminmanley.com/

https://www.brandvivamedia.com/

https://www.facebook.com/Marklab2

https://www.linkedin.com/in/marklab2/

03/11/2025 | World News Roundup