Your Path to Endless Customers^™ Starts Here

If you’re looking for a hands-off solution where someone else takes over your marketing, hiring an agency might be the better fit. Agencies can help you get something off the ground if you’re starting from zero and don’t want to build a team internally. While they’re often more expensive and results can vary, working with an agency is still better than doing nothing, especially if you’re not willing or able to participate in the strategy or content creation process. It’s important to go in with realistic expectations. Many businesses struggle with agencies over time due to lack of transparency, inconsistent results, or content that feels generic and disconnected from their brand.

Endless Customers Coaching & Training is for companies that want to build real in-house capabilities with accountability and expertise alongside them. If your goal is to create content that reflects your team’s unique perspective, voice, and values, it needs to come from within. That’s what this program helps you do. But it is a time commitment. You’ll be building new habits, producing content regularly, and getting your team involved across departments. If you’re willing to invest the time, the payoff is a marketing and sales system you fully own, built by your people, for your business. If you’ve been burned by agencies before and know you’re done outsourcing your brand voice, this is the stronger, more sustainable path forward.

Yes, it’s possible to implement Endless Customers on your own. The book lays out the core principles, and many of the tools and frameworks are accessible through The Endless Customers Academy and other resources.

Another option is purchasing the Endless Customers Deep Diagnostic & Roadmap standalone, and executing your roadmap on your own.

That said, doing it without coaching comes with its share of challenges. Without outside guidance, it’s easy to lose focus, skip important steps, or struggle with internal alignment. Many teams underestimate the time and consistency required to make real progress.

Coaching provides structure, accountability, and expert insight to help you avoid common mistakes and move faster. If your team is highly self-driven, has strong leadership buy-in, and has successfully implemented frameworks in the past, going it alone might work. But for most companies, coaching increases the chances of long-term success and helps build the right habits from the start.

Yes. The Endless Customers Deep Diagnostic & Roadmap is a one-time, coach-led engagement designed for companies that want more clarity before deciding what comes next.

An Endless Customers coach takes a deep look at your business across 124 factors and 13 areas, identifies the gaps most likely to be costing you customers, and gives you a prioritized 3, 6, and 12-month roadmap.

You can then implement that roadmap with your own team, another partner, or continue working with IMPACT and your Endless Customers Coaching to execute.

To fully implement Endless Customers, you’ll need dedicated full-time staff focused on content and video. At minimum, this means an owner of your content engine and ideally a videographer. These roles are responsible for executing the strategy, working closely with sales, and driving the initiative forward.

Beyond that, leadership must make this a top priority. This means participating in coaching sessions (typically 1-2 times per month), reinforcing the strategy in company meetings, and ensuring accountability across departments. The sales team also plays a critical role and they need to actively participate in Revenue Team Meetings, contribute to content, and use that content in the sales process to close deals faster. They must also fully adopt the CRM and follow a disciplined sales process.

While this might sound like a significant time commitment, this is how most high-performing businesses operate. You want a team that’s constantly learning, improving, and executing with discipline. You want a sales team using the right tools, following the right process, and ensuring accurate data across the company. The time invested here pays off in increased efficiency, shorter sales cycles, and long-term growth.

A sample time breakdown depending on your scope and level of support needed:

• Quarterly Planning Sessions: ~3 hours per quarter
• Coaching Sessions (Leadership): 1 hour, 1-2 times per month
• Marketing Team Trainings: Generally 30-60 minutes per session
• Sales Training: 30-60 minutes per session
• Ongoing Learning: All team members are encouraged to watch courses in The Endless Customers Academy between trainings

Yes, many of our clients come into this program with existing agency relationships, whether for paid ads, website updates, or other marketing initiatives. In those cases, we work alongside your agency partners to ensure alignment, efficiency, and maximum impact.

Rather than replacing your agencies, our role is to guide the overall strategy, making sure your investment is being used wisely and that efforts aren’t duplicated. Agencies typically focus on execution, while we focus on building your internal capabilities, ensuring that what they produce integrates seamlessly into your long-term marketing and sales system.

That said, as you grow your in-house marketing strength, some companies choose to bring more of their marketing in-house over time, while others continue leveraging outside vendors for specific needs. Either way, we’ll help you ensure that every dollar spent, whether on your agency or internal team, contributes to sustainable growth.

We can absolutely get started without those roles in place. In fact, helping you find the right people for that is a core part of what we do together.

What we’ve seen again and again is that companies who try to implement Endless Customers without anyone in that seat (at least a content owner) struggle to gain traction. So while the role doesn’t need to be filled on day one, we do need a commitment to hire both of these positions, often starting with who will own your content strategy, right when we start working together.

When we work together, we walk you through every step of hiring a high-performing content manager or videographer. You learn how to create a strong job posting, attract great candidates, and run the entire hiring process. We guide you through each round, help you evaluate your options, and support you as you choose the right person for your organization.

Once the hire is made, we train and onboard your new content manager or videographer so they know exactly how to produce the content your strategy needs. This covers workflows, expectations, and the skills they’ll use to drive results.

The goal of any coaching engagement is to help your team implement all the core principles of Endless Customers and build a high-performing sales and marketing function inside your business. Progress is tracked using the Endless Customers Scorecard, with a target score of 80. Most companies reach this level of mastery within 24 months. 

Many companies continue coaching as their business grows and still want support, while others move to a less intensive program or decide to move forward alone. It all depends on where your business is at that point and what you need.

Some companies choose to scale back to a smaller scope, where we continue to facilitate Planning Sessions with lighter coaching and training support. Others stay at higher levels of support, recognizing that maintaining mastery is just as challenging as achieving it. Platforms evolve, businesses change, and new team members come onboard.

We also recommend running an Alignment Day each year to keep your team aligned and focused. Even companies no longer on a coaching plan often bring us back to lead these sessions. Many also stay actively engaged by attending Endless Customers Live, where they continue learning, sharpening their approach, and connecting with other organizations on the same journey.

The $3 million mark is a guideline, not a hard cutoff. We use this as a benchmark because it’s often the point where companies can comfortably staff a marketing team with a Content Manager and Videographer, as well as invest in video equipment, a powerful CRM (like HubSpot), other tools and software, and coaching/training on top of those costs.

If you are below $3 million but you feel comfortable investing in the above (perhaps you have been funded or are ready to invest in rapid growth), then Endless Customers Coaching, or at least starting with the Deep Diagnostic & Roadmap, may still be a good fit for you.

However, if the idea of adding a full-time marketing member right now feels unrealistic, it might mean coaching is a “not yet,” but it does not mean you are stuck. Our IMPACT+ community is built for teams who are self-implementing Endless Customers and want a place to ask questions, learn from other practitioners, and get guidance as they go.

We also recommend that you attend our Endless Customers Live events. They are a great way to learn the core principles, see real examples from companies who are doing this well, and decide what the right next step looks like for your business today.

The cost depends on the level of support your team needs. Every engagement is custom scoped based on what is uncovered during the Deep Diagnostic & Roadmap. Most companies choose from one of three coaching plans after that that are recommended, depending on the intensity of the program. Add-on services like website development, self-service tool builds, and paid media management are also available and scoped separately based on your needs.

If you’re just starting to explore this program, we recommend first reading through the rest of these pages, especially How It Works, to get a full picture of what’s involved. Once you understand how the program is structured, head over to our pricing page for a detailed breakdown of costs, deliverables, and plan options.

We sure do. We often work with companies across Canada and Europe, abd we’ve seen the principles of Endless Customers deliver the same strong results across every market. Buyers everywhere respond to clarity, transparency, and trust. When companies lean into these behaviors, they see the same momentum our clients experience in the U.S.

The first step is to schedule an initial call to assess your company's needs and goals. We’ll discuss where your company is today, where you want to be, and what challenges you need to solve. We’ll also determine if now is the right time to implement Endless Customers and whether IMPACT is the right fit for your business.

If we both decide to move forward, we move to the next stage which is the initial Deep Diagnostic & Roadmap. No one signs on after that unless there’s a strong alignment between your team and your coach.

If everything makes sense and the partnership feels right, we finalize the agreement and get started.