Wednesday, September 30, 2026
Gartner found B2B buyers now complete 80 percent of their journey before talking to a vendor. Here's the Pitch Refresh Audit that stops your sales team pitching to a buyer who already knows.
Pull up your last ten marketing spend decisions — the ad set, the sponsorship, the campaign brief — and compare them against the customer list that actually pays your invoices on time and buys again. In most SME businesses Kevin looks at, the two lists barely overlap. You're not failing to get customers because your marketing is bad. You're failing to get the right customers because your marketing is aimed at a version of your buyer that doesn't exist, or stopped existing two years ago. Kevin has built marketing strategy for brands sitting on supermarket shelves next to Nestlé and for two-person trade businesses, and the fix is the same size problem at every scale: nobody has re-checked who they're actually talking to.
Most SME marketing plans are built on a customer persona sketched out once, in the early days, and never revisited. It made sense when the business was small and every customer looked similar. Three years and forty customer cohorts later, that persona is a museum piece — but it's still what's briefed to the ad agency, the social media manager, and every piece of content the business puts out. Meanwhile the customers who are actually the most profitable, the ones who refer the most, buy the most often, and complain the least, have quietly become a different group entirely. Marketing spend keeps chasing the ghost of the original customer while ignoring the one standing in front of the business with money in hand.
Kevin runs this with every client before they spend a dollar on a new channel. It takes an afternoon.
1. Pull the real data — Rank your last 12 months of customers by revenue, repeat purchase, and referral count. This is your real Ideal Customer Profile, not the one in your marketing brief.
2. Find the pattern — Look for what the top 20% actually have in common: industry, size, location, the problem that brought them to you, even the channel they arrived through.
3. Redirect the spend — Move budget and message away from the assumed persona and toward the pattern you just found. Most businesses discover they've been marketing to their second-best customer the whole time.
"Kevin, you distilled business, marketing and sales strategy into powerful simple concepts and actions with real life stories of your start-up business and corporate life. You walk the talk with empathy and passion. Feedback has been off the charts. The energy in the room was palpable."
— Nikki, MahiTahi / Colab (11 Food and Beverage Companies)
Owners resist this exercise because it can mean admitting the "dream client" they've been chasing for years isn't actually who pays the bills. It can also mean an uncomfortable conversation with an agency or a marketing hire whose entire campaign strategy is built on the outdated persona. Neither conversation is fun, which is why most businesses keep running the same campaigns to the same imagined customer, wondering why cost per lead keeps climbing. This is exactly the kind of decision that benefits from someone outside the business — someone who isn't attached to the original story and can read the data plainly.
If your marketing has never been checked against who actually buys from you, that's a half-day exercise that changes everything downstream.
...and you become the owner whose marketing speaks to the customers who actually buy.