Why Great Products Still Lose Customers by Steve Ashwood

Co-work, share ideas, connect & grow at our weekly meetup. FEATURED TALK: Why Good Products Still Lose Customers (And How to Keep Them) by Steve Ashwood, Customer Success & Growth Consultant Most businesses lose customers they could have kept, and they usually find out too late to do anything about it. Whether a customer stays or leaves is mostly decided in the first couple of weeks, long before a renewal, a cancellation, or an app going quiet. In this practical talk, Steve Ashwood unpacks why a good product isn't enough to keep customers, how to tell whether the ones you have are actually getting value, and why the cheapest path to growth is through your existing customer base. You will learn why a working product and a customer actually getting value are two different things, how to identify and fix early friction in the customer journey before it costs you, and much more! Steve Ashwood has spent the last 18 years helping customers get value from the products and services they've bought. He has built and scaled Customer Success functions at Experian Marketing Services and a global, private equity-backed SaaS business. Today, Steve helps smaller, growing businesses directly, such as rebuilding early user journeys for US consumer apps in beta to close the gap between product delivery and customer value before it impacts retention. Built in Notts weekly meetups are an open, friendly space for founders, students, tech professionals and anyone curious about ideas and innovation in Nottingham. Each week we come together to: - Co-work, share ideas and get feedback in a supportive environment. - Connect with like-minded people working on projects, startups or exploring tech. - Hear occasional short talks or founder stories (when available). There’s no agenda, no pressure — just a safe place to learn, connect and build. Whether you’ve got a startup idea, want to meet new people or simply want a productive space to work alongside others, this is the place for you. Everyone is welcome regardless of background or experience.