Podcasts about Customer retention

The client about to leave you isn't the difficult one. It's the one you haven't worried about in years. That's a problem.Three traps drive most of these losses: your excellence gets taken for granted, your achievements are forgotten, and your proposals are generic when they should be the most compelling document in the room. Each one is fixable — if you start early enough.Transcript + Episode Copilot: Read the full transcript and chat with an AI trained on this episode (apply it to your account): https://podcast.thekamclub.com/episodes/65HIGHLIGHTS(00:00) The uncomfortable truth — your best accounts are often your most exposed at renewal(00:44) A 5-year account, consistent delivery, solid relationship — then a new stakeholder ended it(02:12) Trap #1: The habituation trap — your excellence becomes their normal(03:10) Trap #2: Evidence decay — the person renewing wasn't there when you earned the trust(04:11) Trap #3: The generic proposal trap — your competitor tells a story; you recycle last year's deck(04:54) The reframe: a renewal isn't a moment — it's a memory(07:23) Satisfied clients still leave — commitment, not satisfaction, predicts retention(08:43) Goodwill clients vs. habituation clients — and why mixing them up costs you the deal(10:35) Close gaps visibly — a fix no one sees is a fix that never happened(11:06) The renewal readiness audit: 5 questions, 15 minutes, one accountNEXT STEPSPick one account with a renewal in the next 12–18 months and work through these:Name three specific loyalty drivers — not "good service," the actual things that would hurt to loseAudit your evidence: what have you achieved together in the last 12 months, and is it documented and quantified?Identify one unresolved gap and make sure the client sees you actively working on it this weekMap new stakeholders from the last year and schedule time to tell them the story — before they're the ones deciding your futureRESOURCESResearch: Managing Retention in Service Relationships — Sam Aflaki & Ioana Popescu, INSEADResearch: Understanding the Effect of CRM Efforts on Customer Retention and Customer Share Development — Peter C. Verhoef, Journal of Marketing (Oct 2003)Article + Template: How to Crush B2B Customer Retention with Capture PlansWANT MORE?Weekly newsletter, Account Minded: https://newsletter.thekamclub.comThe KAM Club (community + training + templates): https://www.thekamclub.com

Scott Dancy is the founder and CEO of Azuna, a fast-growing brand in the natural air freshener space. With a background in staffing, technology, and several entrepreneurial ventures, Scott started Azuna in Buffalo in 2019, scaling the business from hand-packaging orders to becoming the world's largest purchaser of tea tree oil and achieving significant success in both DTC and Amazon channels. In this episode of DTC Pod, Scott shares his journey of launching Azuna, from navigating supply chain challenges and product R&D to unlocking consistent growth and managing cash flow as order volumes soared. He covers the pivotal product decisions, strategies for boosting AOV, lessons from high-profile partnerships, and Azuna's approach to retail expansion. Scott also offers practical advice for founders on knowing their numbers, avoiding expensive mistakes, and building a team that's invested in the brand's success. Episode brought to you by Stord - 3PL for Commerce Episode brought to you by EMF Radar - Health Starts with EMF Safety in mind Interact with other DTC experts and access our monthly fireside chats with industry leaders on DTC Pod Slack. On this episode of DTC Pod, we cover: 1. Scott Dancy's entrepreneurial background and Azuna's origin story 2. Early-stage bootstrapping: packaging, fulfillment, and ad writing 3. Scaling operations: manufacturing, 3PLs, and hiring expert talent 4. Product and packaging strategy: sustainable materials, bundling, and raising AOV 5. Building a brand moat with proprietary tea tree oil sourcing 6. Subscription economics and customer retention strategies 7. Navigating cash flow, funding growth, and working with MCAs 8. Knowing key metrics: revenue, gross profit, AOV, and cash allocation 9. D2C vs Amazon vs retail channel strategy 10. In-house vs agency operations and pitfalls 11. Brand marketing and influencer partnerships 12. Lessons learned from sports and celebrity partnerships 13. Timing retail entry and optimizing product mix for channels 14. Importance of customer service and product quality 15. Entrepreneurial learnings: failures, details, and staying data-driven Timestamps 00:00 Scott Dancy's background and founding Azuna 03:05 The “aha moment”—tea tree oil product discovery 04:10 Early days of hand-packaging, first sales, COVID impact 05:36 Scaling up: building the team, manufacturing, growth in Buffalo 07:14 Transition to 3PL and challenges of scaling past $10M 08:10 Product development, bundling, and packaging strategy 10:05 Target audience and tea tree oil sourcing 13:41 Growth channels: Meta, Google, and influencer seeding 15:53 Subscription model economics and retention 19:03 Funding growth: inventory buys, cash flow, using Clearco 22:24 Data-driven decisions and knowing your numbers 26:25 Channel mix: Amazon, DTC, retail launch, pricing strategy 32:00 Learning from agency mistakes and shiny object syndrome 35:06 Retail timing, product mix, and learnings from entering stores 42:02 Brand partnerships: AKC, NFL, influencer marketing 46:44 Final lessons and what Scott would have done differently 47:50 Where to find Azuna and connect with Scott Show notes powered by Castmagic Past guests & brands on DTC Pod include Gilt, PopSugar, Glossier, MadeIN, Prose, Bala, P.volve, Ritual, Bite, Oura, Levels, General Mills, Mid Day Squares, Prose, Arrae, Olipop, Ghia, Rosaluna, Form, Uncle Studios & many more.   Additional episodes you might like: • #175 Ariel Vaisbort - How OLIPOP Runs Influencer, Community, & Affiliate Growth • #184 Jake Karls, Midday Squares - Turning Your Brand Into The Influencer With Content • #205 Kasey Stewart: Suckerz- - Powering Your Launch With 300 Million Organic Views • #219 JT Barnett: The TikTok Masterclass For Brands • #223 Lauren Kleinman: The PR & Affiliate Marketing Playbook • ​​​​#243 Kian Golzari - Source & Develop Products Like The World's Best Brands ----- Have any questions about the show or topics you'd like us to explore further? Shoot us a DM; we'd love to hear from you. Want the weekly TL;DR of tips delivered to your mailbox? Check out our newsletter here. Projects the DTC Pod team is working on:DTCetc - all our favorite brands on the internetOlivea - the extra virgin olive oil & hydroxytyrosol supplementCastmagic - AI Workspace for Content Follow us for content, clips, giveaways, & updates!DTCPod InstagramDTCPod TwitterDTCPod TikTok Scott Dancy - CEO & Founder of AzunaBlaine Bolus - Co-Founder of CastmagicRamon Berrios - Co-Founder of Castmagic

In this episode of PPC Live The Podcast , Anu Adegbola hosts Adam Dale and Shaquira Jeyasingh from Opteo, discussing the evolution of digital marketing tools, the impact of AI on Google Ads management, and the importance of customer engagement. They share insights on the challenges faced during the rebuilding of the Opteo platform, common mistakes in PPC management, and the future of AI in marketing. The conversation emphasizes the need for transparency, adaptability, and understanding customer needs in a rapidly changing landscape.TakeawaysAI has fundamentally changed the role of Google Ads managers.Opteo has undergone a significant rebuild to adapt to market changes.Customer transparency is crucial during periods of change.Knee-jerk reactions to new tools can hinder effective marketing strategies.Engaging with customers directly can provide valuable insights.The importance of maintaining fundamental knowledge in PPC management.Automation tools should complement, not replace, human oversight.Understanding the evolving landscape of digital marketing is essential.The future of AI in marketing presents both opportunities and challenges.Building a multi-channel approach is key for modern marketing tools.Chapters00:00 Introduction to PPC Live and Opteo06:35 Fun Facts and Personal Insights11:25 The Impact of AI on Google Ads Management16:04 Navigating Changes in Automation and User Trust21:10 Rebuilding the Platform: Challenges and Solutions24:37 The Importance of a Holistic Business View26:24 Customer Retention and Transparency During Change28:48 Understanding Customer Sentiment and Communication30:34 Key Takeaways from the Journey of Change34:41 Common Mistakes in PPC Management37:28 The Future of AI in PPC Advertising41:06 Fun Reflections on PPC Careers48:40 Outro.mp3Find Opteo on LinkedInEarly Access to revamped Opteo platform PPC Live The Podcast features weekly conversations with paid search experts sharing their experiences, challenges, and triumphs in the ever-changing digital marketing landscape.Join us for PPC Live Online on Apr 29thJoin our ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Whatsapp group⁠⁠⁠Subscribe to our ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Newsletter⁠⁠⁠

Many of you have already cut the cord from your longtime cable television provider.  I wrote about my evaluation of doing this back in 2023. Giving up a security blanket called cable television has been hard to do.  In 2023, I successfully negotiated a cheaper overall rate by agreeing to a multi-year fixed price deal with our cable television and internet service provider. We could have opted to switch to an internet-based television provider at the time.  The price difference came out to less than $10/month to switch.  My wife and I agreed that the hassles probably weren’t worth $10 per month – yet. Three years later, it was time to go to bat with the same large cable television and internet service provider.  This time, the outcome would be different. We have enjoyed a three decade love/hate business relationship You may have seen a number of advertisements for our current cable/internet provider during the Winter Olympic games.  While watching the women’s US Olympic curling team lose the Bronze medal to the evil Canucks the other night, my wife and I saw the company’s promotional ad several times. It proudly proclaimed, “$50/month for 5 years of 1 GB internet service.  No price increases.  No contract required!” That’s funny.  The same company has been charging us $99 per month for the same level of service.  Why are they offering such a deep discount to newbies? Talk about bad timing.  The cable/internet company had just mailed the February bill to us late last week. It contained a big 20% surprise! The company raised our bill by $36.17 per month for our combined cable television/internet package (125 TV channels plus their “Superspeed” internet service). Our former bill was $182.33 per month. The new bill amounted to $218.50 per month.  There were no added services. Hey, that’s almost 20% more?  What is going on here?!!! Our cable television package has zero add-ons for premium movies or sports packages.  Just the 125+ channel tier has been fine for us. The menu of cable television services offered by this national provider has relatively few (five as of today) bundled packages at various price points. Their so-called basic package isn’t cheap and generally provides an assortment of local channels. No, thanks!  That’s why I bought my $29 Phillips plug-in antenna (for use as a back-up to watch local TV stations when needed). The next price level had been our current 125-channel line-up.  My wife was happy with her favorite channels like Food Network, HGTV, and a few movie options such as USA, Freeform, and AMC.  Her sports-nut husband generally watches ESPN, Golf Channel, and a few others from his 10′ x 10′ SwampSwami SportsCave in the back portion of the house. It’s OK to laugh and call me cheap.  I prefer being called “fiscally prudent” with respect to our monthly entertainment expenditures. We played this same game exactly three years ago We took a hard look at our options in 2023 after a similar price hike surprised us by the same folks. Here’s a link to that story. First, we decided to get rid of one of the two cable “boxes” and saved $14/month.  A $49 Roku stick on the TV back in my SportsCave allowed me to watch the same cable television offerings via our wireless internet. We had already purchased our own internet modem ($150) to jettison another of their monthly rental fees. It paid out in less than a year. When I was finally able to bargain to lock-in a multi-year pricing deal in 2023, the net price increase came to less than $10 month. We opted to stick around – and watch. Your cable company will pass along the higher prices of ESPN and others Some television pirates like ESPN have spent billions in the past decade bidding-up the cost of sports to maintain a dominant market position. They are quite aware that the vast majority of us sports-addicted viewers are likely to pay the higher tab. I get it.  You must also step back and evaluate your purchasing habits at times, too. Economics 201 would define this as the Elasticity of Demand.  At some price point, people will reject your product and walk away. Grocery and utility prices have gone up.  They are passing along the incremental costs of doing business.  Customers have to make some hard choices. Watching your wife shiver on the sofa during winter because her cheapskate husband wants to keep the thermostat at 68 degrees is not easy. Are those tears or icicles coming from her eyes? I no longer purchase as much of the now-$9/pound lean hamburger or my favorite hot chocolate mix anymore to save a few bucks. Tonight, it’s red beans and rice Monday at our house. Anyone from New Orleans knows that the dish is a local tradition borne out of economic necessity. We used to add smoked sausage to our Monday mixture years ago.  Alas, not anymore. Perhaps my waistline should send a thank-you note to our local grocer for pricing us out of few items which I loved to consume. Time for the latest big negotiation with the cable TV and internet provider! This weekend, I prepared myself for the upcoming discussion with a “Customer Retention” representative.  You have to be willing to walk away when arriving at this level.  That negotiating tactic had saved us hundreds of dollars in previous years. I updated my 2023 spreadsheet this weekend to affirm the TV channels we most heavily watch. Then, I looked-up the top internet-based television providers to see which one best satisfies our desires at a competitive price. By the way, here is my updated analysis of product offerings and prices for various providers as of February, 2026: My big telephone negotiation with our giant cable television/internet provider was not centered on the rising costs charged by ESPN, the local TV stations, and our overpriced regional sports channel. I wanted the company to defend its Winter Olympic offering a $50/month internet price to new customers while having the gall to charge us $99/month for the same speed and service level. Since the internet arrives at our house via their own lines installed years ago, that leaves only one party responsible for the $50 monthly internet price disparity. How did the call go? The cable television/internet provider’s customer service rep was quite skilled at defending his company’s $36+/month rate increase. I countered by asking how they can justify raising our home prices $36+/month while offering new customers a $50 lower internet monthly rate than this long-time customer is being charged. He said, “We’re probably losing money on that deal, sir.  To grow our customer base, we need to entice new customers to come onboard by offering something of value to them.” I responded, “So, you’re willing to raise the rates of a long-time customer like me who quietly pays his bill on time in order to lure others with a discount.  It seems like it should be the other way around.” He didn’t argue that point. Instead, he quickly deflected to asking about our cell phone provider!  The same cable/internet rep who raised the rates now wanted to discuss our cell phone business?  He was quite sure they could offer a lower price than Ma Bell was likely charging us. I told him that I was quite aware there were cheaper cell phone providers, but this call was about his company’s television and internet rates.  Please stay on topic. The representative mentioned their relatively new “Sports and News” TV package which is $15 per month less than our current service level.  Already aware of the option, I said the service tier also contained significantly fewer channels – including several of my wife’s favorite channels. The old axiom “Prior preparation prevents poor performance” is still valid. Ultimately, the cable TV/internet rep failed to offer a lower price for our current level of service.  He mentioned that we could save $10 month.  That was only if we would allow their company to directly bill us via credit card instead of having them prepare and mail a rather environmentally unfriendly monthly bill to us. I reminded him that their paper bill was how we noticed the significant rate increase like this one. We do utilize e-payments with business partners who do not unilaterally attempt to charge higher prices without a providing a higher level of service to go with it.  No, thanks. It was actually a rather civil conversation with an extremely knowledgeable representative who boldly held the company line. Here’s a good rule to remember about customer service interactions.  An unhappy customer will tell an average of 20-25 people about their bad experience with a company.  A happy customer will only mention their positive experience to, perhaps, four or five others on the average.  Bad news travels fast, too.   Ask Cracker Barrel. Their stock price dropped by 50% in a matter of weeks last year and still hasn’t recovered. And the winner is…??? We signed-up for and started using YouTube TV today.  It was very simple and took about ten minutes.   It comes with a five-day free trial.  Then the rate begins at a discounted $59.99/month level for two months.  The price will convert to the current standard $82.99/month after that. I will now receive the Big Ten Network, ACC Network, and CBS Sports Network in this package.  My wife (who felt uncomfortable about making this big change) seems pleased, too. We’ll both learn more about new internet-based TV product this week.  I will plan to return the cable TV box back to those other guys soon. For now, we are still utilizing the current provider’s internet service. Other fiber-optic providers have sent cards and letters for months wanting our business. That will be a much trickier business decision to make. I’ll be dialing for dollars to learn more soon. There is just one negative.  We will lose MeTV (one of our favorite channels) as part of this switch.  However, I just verified that we can receive MeTV via our local UHF channel in the SwampSwami Sports Cave utilizing my little ol’ $29 Phillips plug-in digital antenna. Our “exciting” Saturday nights watching classic TV favorites (Svengoolie, Batman, Star Trek, and Superman) has been rescued!   Victory is sweet!!! The post Cutting the Cord – for good appeared first on SwampSwamiSports.com.

Vance Morris - Deliver Service Now Institute On the Customer Experience: "Every detail in your business is either enhancing or detracting from the experience. There is no middle ground." Many businesses focus on customer acquisition, but not all businesses focus on customer retention.  Some businesses just have a hard time figuring out what to do beyond being nice to retain customers. Vance Morris has taken his Disney work experience, along with his other life experiences and created a coaching platform to teach business leaders how to retain customers.  He does this by teaching these entrepreneurs how to build their brand by expanding the positive perceptions their customers have of their business, by giving these customers wonderful experinces as they do business.  Helping their customers feel something almost magical. Vance reveals the power and profitability of focusing on the customer experience. You'll hear how small details can set your business miles ahead of the competition, why customer retention often beats new lead generation, and how “Disney-fying” your business can create raving, repeat customers. Plus, Vance Morris discusses creative, actionable low-cost ideas to wow your clients, and explains why any business, from the boring financial services to routine oil changes, can become a premium brand with the right approach. Listen as Vance explains how you can make doing business with you something clients actually look forward to. Enjoy! Visit Vance at: https://vancemorris.com/ Also at: https://wow52ways.com/   Podcast Overview: 00:00 "Customer Retention and Experience" 06:21 "Franchise Search After Corporate Exit" 09:15 "Flexible Franchise and Challenges" 11:13 "Contract Dispute Leads to Exit" 16:15 Grassroots Marketing Success Steps 18:55 "Recruiting College Students Effectively" 21:35 "Importance of Personal Thank You" 26:39 Mold Removal and Home Renewal 27:46 "Fogging Walls with Pencil Holes" 32:55 Networking Leads to Unexpected Opportunities 34:15 Disney's Lesson: Attention to Detail 37:22 Kwik Trip vs. BP Station 41:35 Chick-fil-A Ownership Model Explained 46:12 "Building Fanatical Brand Loyalty" 48:42 Differentiation Through Office Experience 51:36 "Transforming Financial Advisor Client Experience" 54:29 Professional Technician Standards Sponsors: Live Video chat with our customers here with LiveSwitch: https://join.liveswitch.com/gfj3m6hnmguz Some videos have been recorded with Riverside: https://www.riverside.fm/?utm_campaign=campaign_5&utm_medium=affiliate&utm_source=rewardful&via=james-kademan Podcast Transcription: Vance Morris [00:00:00]: So now she can charge whatever price she wants to charge, but she still was just a dentist. I said, we've gotta niche down. So I said, who do you like working with? She said, oh, I love working with the kids. I said, okay, great. Let's just have you be a pediatric dentist. So now you work with them from, you know, 2 to 18. And after that, they— you don't talk to them. And I said, okay, great. Vance Morris [00:00:20]: Now you specialize. So you're gonna get a little bit more, um, elasticity in your pricing. You'll be able to charge more cuz you're a specialist. I said, but you need, you need something from your personality to really make this work. I said, what's your favorite movie? And she says, Peter Pan. Great. So you're going to be the pirate dentist. So she dresses up like Captain Hook. James Kademan [00:00:40]: You have found Authentic Business Adventures, the business program that brings you the struggle stories and triumphant successes of business owners across the land. Downloadable audio episodes can be found on the podcast link found at drawincustomers.com. We are locally underwritten by the Bank of Sun Prairie, Calls on Call Extraordinary Answering Service, The Bold Business Book, and LiveSwitch. Today we're welcoming slash preparing to learn from Vance Morris of Deliver Service Now Institute. So Vance, how is it going today? Vance Morris [00:01:09]: It is fantastic, James. Hopefully we'll drop a couple of golden nuggets today. James Kademan [00:01:14]: That's, uh, that's the goal here. So why don't we start with what is the— oh my gosh, what was it? Deliver Service Institute? Deliver Service Now Institute? Vance Morris [00:01:21]: Yep. James Kademan [00:01:22]: All right. What is that? What is that? Vance Morris [00:01:24]: That's a great question. It is a place where, um, I teach business owners, entrepreneurs, uh, really about customer retention. Cause there's a lot of gurus out there that are, you know, can give you, you know, 10,000 leads by Monday afternoon and, you know, you know, flakebook ads, Google, all that stuff. There's not a lot of folks focusing on retention. Um, and then of course, in order to have retention, you've gotta have great customer experiences. So those are the two areas that I really focus on. Um, you know, showing businesses how to— word I've been using a while is Disney-fy. So taking all of the boring mundane things that we have to do day in and day out in the business, uh, finding a way to create an experience out of them. Vance Morris [00:02:12]: So that we become memorable, uh, we're top of mind, um, and, uh, you know, people are doing that, uh, word-of-mouth marketing for us. James Kademan [00:02:22]: Nice. So tell me, how do you get involved in this? Vance Morris [00:02:26]: That's a great question. Um, well, here in Maryland, I have, uh, 3 home service businesses, so I'm, I'm not one of those consultants that have never done anything. James Kademan [00:02:36]: I read a few books, right? Vance Morris [00:02:38]: You know, yeah, you know, I went to consulting school, I got the little, you know, thing. No, it's not, not who I am. So I own 3 home service businesses here in Maryland, mold remediation company, Oriental rug washing facility, and a traditional carpet cleaning company. All very sexy businesses, I will tell you. James Kademan [00:02:56]: Yeah, super duper. Well, they're based on dirt and— Yeah, right. Vance Morris [00:03:00]: Dirt and all the good stuff. James Kademan [00:03:01]: Right. Vance Morris [00:03:03]: So, you know, I— when I started those businesses, I've had them now for 19 years. Um, I knew that I was going to be aiming for an affluent client. I didn't want to be, you know, scrubbing down and dirty rentals and things like that. I wanted to, you know, really have a premium service just like Disney, uh, for affluent clients. And so from day one, that is the direction that I went with my marketing, with the service, with the experiences. Um, after a few years, um, people started asking me, you know, Vance, you don't look like you're working too hard. Um, What's your secret? How do you do it? Um, so I said, well, it's really simple. This is actually the first thing I learned. Vance Morris [00:03:44]: I worked for Disney for 10 years. First thing I learned there was that Disney runs on systems. They got marketing systems, operation systems. You wanna learn— you wanna change a tire on a bus, they got a system for that. Carry a tray in a restaurant, they got a system for that. So all I really did was take all of that, put it into those businesses. Um,, and 7 years ago I actually was able to hire, uh, a GM and fast forward to today, I spend about 90 minutes a week on, on those 3 businesses. James Kademan [00:04:16]: Very cool. Very cool. And how do you— let's just take these one by one, cuz I imagine you didn't start all 3 of those businesses at the same time. Vance Morris [00:04:25]: Did not. James Kademan [00:04:26]: Nope. And I would imagine carpet cleaning came first. Vance Morris [00:04:29]: It did. All right. Yes. Um, and actually I, I, uh, started with a franchise. Um, you know, because I— it had a great proven concept. You know, I was new to business ownership. I'd been in, you know, corporate muckety-muck for 20-plus years. And so I needed something that had a system behind it. Vance Morris [00:04:51]: So I was with the franchise system for about 15 years and then jettisoned it and went out on my own. Along the way, you know, people— I hated walking into people's homes And stepping over things that I could be cleaning, but I didn't know how. When tile floors, wood floors, Oriental rugs. Uh, so I was like, well, might as well add Oriental rug washing. Nobody is doing it in our area. Um, and so we added that service. It was great. I already had a built-in customer base. Vance Morris [00:05:23]: All I had to do was go to them and market that service and boom, we were up and running. Um, and then about, uh, 6 years ago we added the mold company. Again, we had the existing customer base. I mean, I got 10,000 names in my database. Just had to market to them and say, hey, uh, we are now in the mold business. If you like this for cleaning, you'll love us for mold. Well, not love us, but you know what I mean? James Kademan [00:05:47]: Yeah, right. Nobody's in a good mood when they have mold. Vance Morris [00:05:50]: Nobody's in a good mood for that. James Kademan [00:05:52]: So tell me a story with, uh, franchise. Let's back up. I mean, we're talking a long time ago, so yeah, way back when machine here. How did you choose which carpet cleaning franchise to use or to join? Because there's hundreds, probably thousands of them. And that's a, that's a big, that's a big ask to figure out what you're gonna do. Cuz the equipment's expensive. The capital outlay's pretty intense. It is. James Kademan [00:06:16]: The theories and the marketing and all that kind of stuff. Some are well known, some are not. Tell me about that. Vance Morris [00:06:21]: So yeah, I worked with a, um, I didn't know these things existed, but I worked with a franchise headhunter, um, after I left corporate, uh, world. And, you know,

Pour un fois, je suis toute seule face à vous pour analyser les apprentissages communs partagés par les leaders du Product Marketing interviewés dans cette dernière saison.Les invité.es de la saison 6 :Julien Sauvage, CMO chez Cordial, ex VP PMM Clari et GongJulie Shaffer, PMM Director chez SmartlyBertrand Hazard, Consultant PMM, Ex VP PMMShannon Vettes, CEO & CPO chez UsersnapAxel Kirstetter, VP PMM chez GuidewireHarvey Lee, Fractional PMM & Advisor, Ex VP PMM chez Product Marketing AllianceÀ travers leurs parcours et leurs prises de position, une vision plus exigeante du métier se dessine.Mes 5 apprentissages :Le rôle PMM reste mal comprisLien entre PMM et revenuClarté et simplification comme levier stratégiqueLes parcours non linéairesFocus marché vs focus produitJ'espère que ce nouveau format vous plaît, n'hésitez pas à m'écrire sur Linkedin pour me dire ce que vous en avez pensé ! ça me fait toujours hyper plaisir de lire vos retours.INVITATION WEBINAR: On se retrouve le 26 février à 11h pour parler de feedback-loop et Voice of Customer? Pour en savoir plus et s'inscrire c'est iciDurant ce webinar, nous analysons comment les équipes B2B peuvent reconstruire une compréhension commune de leurs acheteurs à partir de la Win-Loss analysis, plutôt que de multiplier les signaux fragmentés. Une approche concrète pour aligner Sales, Marketing et Product autour d'une même réalité business.RESSOURCES

A few years back, we had an episode with James Rushing and his unique approaches to make customers feel more special and involved in the sales process. By tending to intricate things about the homeowner, we produce rapport that goes beyond the transaction of the install.CLICK HERE: https://apply.solarpreneurs.com/ https://zendirect.com/ https://crmx.app/ https://zapier.com/ https://www.solarscout.app/taylor https://www.youtube.com/@solarpreneurs goals.solarpreneurs.com oneliners.solarpreneurs.com https://solciety.co/ - JOIN SOLCIETY NOW! SIRO APP - LEARN MORE

In this episode, the duo chat about the methods and strategies you might want to consider when it comes to keeping your customers.What is your onboarding like for your customers? This can aid your ongoing relationship with the customer and help you upsell and cross sell. Have a listen for tips today.

Grab Jeff Dudan's book Discernment  Most “everyday” brands don't lose because they're bad… they lose because they're forgettable. In this episode of Unemployable, Jeff Dudan sits down with Brittany Hodak—author of Creating Super Fans and creator of the SUPER framework—to break down how service businesses (home + property services included) can stop competing like commodities and start building real advocacy. You'll hear why “being great at the job” is just the floor, how small experience decisions change referrals, and why the brands that win are the ones people remember—and recommend. What you'll learn: What a “super fan” actually is (and why it's bigger than referrals) Why apathy is the silent killer for service brands The SUPER framework: Story, Understand, Personalize, Exceed, Repeat How experience beats price in crowded categories Why trust + word of mouth matter even more in the age of AI Learn more from Brittany: Masterclass Website: https://brittanyhodak.com About Brittany Brittany is the author of Creating Super Fans and a keynote speaker helping brands build loyalty and advocacy through intentional experience design. Download Discernment here Learn more about Jeff Dudan HOMEFRONT BRANDS #CustomerExperience #BrandLoyalty #SuperFans #WordOfMouthMarketing #ReferralMarketing #HomeServices #FranchiseBusiness #SmallBusinessGrowth #ServiceBusiness #MarketingStrategy #BusinessLeadership #Entrepreneurship #BrandStrategy #CustomerRetention #UnemployablePodcast Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Grab Jeff Dudan's book Discernment  Most “everyday” brands don't lose because they're bad… they lose because they're forgettable. In this episode of Unemployable, Jeff Dudan sits down with Brittany Hodak—author of Creating Super Fans and creator of the SUPER framework—to break down how service businesses (home + property services included) can stop competing like commodities and start building real advocacy. You'll hear why “being great at the job” is just the floor, how small experience decisions change referrals, and why the brands that win are the ones people remember—and recommend. What you'll learn: What a “super fan” actually is (and why it's bigger than referrals) Why apathy is the silent killer for service brands The SUPER framework: Story, Understand, Personalize, Exceed, Repeat How experience beats price in crowded categories Why trust + word of mouth matter even more in the age of AI Learn more from Brittany: Masterclass Website: https://brittanyhodak.com About Brittany Brittany is the author of Creating Super Fans and a keynote speaker helping brands build loyalty and advocacy through intentional experience design. Download Discernment here Learn more about Jeff Dudan HOMEFRONT BRANDS #CustomerExperience #BrandLoyalty #SuperFans #WordOfMouthMarketing #ReferralMarketing #HomeServices #FranchiseBusiness #SmallBusinessGrowth #ServiceBusiness #MarketingStrategy #BusinessLeadership #Entrepreneurship #BrandStrategy #CustomerRetention #UnemployablePodcast Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Lightning Round: Top 10 Ways to Differentiate Yourself in The Marketplace Question: Cynthia from Minneapolis asks, "We love the show here in Minny!  So my company is focused on one thing this year—cross sells. We have had so many mergers and acquisitions in the last few years, and offer several products that our customers could benefit from. Frankly, I am a little overwhelmed. Where do I start, and how do I make sure I am adding value? Thanks so much for the help." Book: The Framemaking Sale by Brent Adamson and Karl Schmidt

Lightning Round: Top 10 Ways to Differentiate Yourself in The Marketplace Question: Cynthia from Minneapolis asks, "We love the show here in Minny!  So my company is focused on one thing this year—cross sells. We have had so many mergers and acquisitions in the last few years, and offer several products that our customers could benefit from. Frankly, I am a little overwhelmed. Where do I start, and how do I make sure I am adding value? Thanks so much for the help." Book: The Framemaking Sale by Brent Adamson and Karl Schmidt

Eleven successful founders reveal their exact playbooks for 2026. Discover AI commerce strategies, slow content that converts, gamified loyalty tips, and community-first growth tactics. Subscribe and watch Shopify Masters on YouTube!Sign up for your FREE Shopify Trial here.

In this episode of Disruption/Interruption, KJ sits down with Joey Coleman, two-time Wall Street Journal bestselling author and expert in experience design and retention strategy. Joey reveals the shocking truth about employee turnover—costing businesses a trillion dollars annually—and shares his proven framework for transforming the first 100 days of any relationship. From his background as a criminal defense attorney and White House advisor to consulting with NASA, Volkswagen, and Zappos, Joey brings unique insights into why companies lose employees and customers, and more importantly, how to keep them. Four Key Takeaways The First Day Crisis (10:25) 4% of all new hires quit after their first day of work globally, and by day 45, that number jumps to 22%. By the one-year mark, 40% of employees have left—costing U.S. businesses approximately $1 trillion annually. The True Cost of Turnover (13:00) Replacing an employee costs between 100-300% of their annual salary just to get someone new into the seat—not including their actual salary and benefits. For a $50,000 employee, you're looking at $50,000-$150,000 in replacement costs alone. HR's Shift from Culture to Compliance (27:00) Over the past 50 years, HR departments have shifted focus from creating great workplace cultures to managing compliance, documentation, and litigation prevention—leaving no one responsible for making the workplace the best it can be. The Remarkable Organization Test (35:31) "The way you know you're running a remarkable organization is if you announce you're hiring and your existing employees immediately recommend amazing people they want to work with. In most organizations, internal referral candidates measure close to zero." Quote of the Show (28:12):"There is no one who wakes up in the morning, looks in the mirror and says, 'My primary job when I get to work today is to make sure that this is the best place that any of these people have ever worked.'" – Joey Coleman Join our Anti-PR newsletter where we’re keeping a watchful and clever eye on PR trends, PR fails, and interesting news in tech so you don't have to. You're welcome. Want PR that actually matters? Get 30 minutes of expert advice in a fast-paced, zero-nonsense session from Karla Jo Helms, a veteran Crisis PR and Anti-PR Strategist who knows how to tell your story in the best possible light and get the exposure you need to disrupt your industry. Click here to book your call: https://info.jotopr.com/free-anti-pr-eval Ways to connect with Joey Coleman: LinkedIn: https://www.linkedin.com/in/joeycoleman1/ How to get more Disruption/Interruption: Amazon Music - https://music.amazon.com/podcasts/eccda84d-4d5b-4c52-ba54-7fd8af3cbe87/disruption-interruption Apple Podcast - https://podcasts.apple.com/us/podcast/disruption-interruption/id1581985755 Spotify - https://open.spotify.com/show/6yGSwcSp8J354awJkCmJlDSee omnystudio.com/listener for privacy information.

Join Ivoclar (AND US!) this February at LMT Lab Day in Chicago. Ivoclar will be offering 16 different educational lectures over the three-day event, giving dental professionals plenty of opportunities to learn, connect, and grow. Visit labday.com/Ivoclar to view the full schedule and register, and be sure to stop by and see the Ivoclar team in the Windy City. Cal-Lab Association Meeting in Chicago Feb 19-20 https://cal-lab.org/ LMT Lab Day Chicago Feb 19-21 https://lmtmag.com/lmtlabday Almost three years after his last appearance, Rob Nazzal returns to Voices From the Bench, this time joined by Mike Alessio of Bonadent Dental Laboratory (https://bonadent.com/). The conversation dives deep into lab leadership, culture, transparency, and how data—when used the right way—can empower teams instead of policing them. Mike shares his 32-year journey with Bonadent, from starting as a pickup-and-delivery driver to leading the Danaren division, and explains how a family-owned lab has grown into a multi-location organization without losing its people-first culture. Rob and Mike unpack the realities of tracking productivity on the lab floor, the challenges of sharing metrics openly, and why transparency builds trust, alignment, and accountability when done with intention. The discussion shifts to quality vs. productivity, the difficulty of truly measuring “quality,” and why labs must lead with craftsmanship before numbers. They also explore how digital workflows, QC processes, and proactive communication with doctors impact remakes, efficiency, and relationships. On the sales side, Rob breaks down how icortica (https://www.icortica.com/voices) helps labs grow by focusing on existing customers, improving retention, and giving sales teams real-time insights into what conversations they should be having—right before they walk into an office. Mike and Elvis share firsthand experiences using icortica (https://www.icortica.com/voices), highlighting how real-time data, centralized notes, and smart alerts change the way sales reps prepare, prioritize, and perform. The episode wraps with a look at Bonadent's unique culture (including their famous converted Walmart lab), long employee tenure, and why investing in people, transparency, and the right technology is the real key to sustainable growth in today's dental lab landscape. If you want to grow your business, you need clear insight into what's happening inside your operation and across your customer journey. That's where Icortica comes in. At Canadian Dental Labs, Icortica has become a cornerstone of how we operate—giving us at-a-glance visibility into performance, helping us focus our efforts, spot opportunities early, and solve problems before they grow. It takes the guesswork out of decision-making and shows us what to do next. Plus, the Icortica team is incredibly responsive and feels like a true partner in our success. If you're serious about growing your business and understanding your customers better, Icortica can get you there. Learn more at icortica.com/voices — Icortica, helping dental labs grow. Special Guests: Mike Alessio and Rob Nazzal.

Send us a textIn this dynamic episode of Living the Dream with Curveball, we dive into the booming world of supplements with industry expert John Smiddy, founder of Nutra Marketers. With over 200 products launched across various platforms, John shares his entrepreneurial journey, highlighting the critical factors that separate successful supplement brands from the rest. From his early beginnings selling rocks as a child to navigating the complexities of the supplement industry, he reveals the importance of mindset, market research, and compliance in building a brand. John discusses innovative trends like nanotechnology and personalized supplementation that are reshaping the market, and how to monetize trust while maintaining credibility. He also provides invaluable insights into customer acquisition, retention strategies, and the common pitfalls new founders face. Whether you're a budding entrepreneur or simply curious about the supplement landscape, this episode is packed with actionable advice and inspiration. Explore more about John's work and Nutra Marketers at nutramarketers.commosaic: Exploring Jewish Issuesmosaic is Jewish Federation of Palm Beach County's news magazine show, exploring Jewish...Listen on: Apple Podcasts SpotifySupport the show

Scout Brisson reveals how De Soi converts skeptics into subscribers through sampling, why it's their largest marketing expense, and her ROI framework. Subscribe and watch Shopify Masters on YouTube!Sign up for your FREE Shopify Trial here.

Bashify founder Bre Giglio turned a party-planning side hustle into a $600,000 balloon brand by starting small and leaning into social content. In this interview, she shares how trust, transparency, and customer experience fueled Bashify's growth.For more on Bashify and show notes click here Subscribe and watch Shopify Masters on YouTube!Sign up for your FREE Shopify Trial here.

In this episode of the MSP Business School podcast, Brian Doyle welcomes customer service guru Vance Morris, a former Disney executive, to explore the intersection of Disney's world-class customer service methodologies and their application to various business models. With a focus on customer success—a topic often overshadowed yet crucial in building and maintaining great businesses—Vance articulates his transition from Disney to entrepreneurship, crafting experiences that lead to customer loyalty and retention. His expertise shines as he discusses the simple yet effective strategies any business can implement to enhance their customer interaction. Vance outlines how businesses can infuse Disney's attention to detail and customer engagement tactics into their own operations. By sharing his journey from Disney to running a carpet cleaning business targeting affluents, he exemplifies how to create premium customer experiences. Concepts like consistency in service, customer respect through simple gestures, and strategic touchpoints for referrals are delved into with practical insights. Listeners will discover how Morris adeptly transformed seemingly mundane service processes into memorable experiences that boost referrals and customer satisfaction. His stories of success underline the importance of meticulous planning and execution when designing customer interactions. Key Takeaways: Customer Experience is Key: Drawing from Disney principles, consistently elevate everyday interactions to build stronger customer relationships. Meticulous Attention to Detail: Like Disney's operations, businesses should focus on flawless execution in all aspects of customer experience, from attire to follow-up processes. Engineered Referrals: Proactively structure referral opportunities to encourage word-of-mouth marketing, rather than leaving it to chance. Tailoring Unique Experiences: Adapt successful customer engagement strategies to fit the unique ethos of your business as Vance did in his carpet cleaning venture. Simple Gestures, Big Impact: Basic principles like punctuality, live communication, and simply doing what you claim can significantly enhance customer trust and loyalty. Guest Name: Vance Morris LinkedIn page: https://www.linkedin.com/in/vancemorris/ Company: Deliver Service Now institute Website: https://deliverservicenow.com/ Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com

There's something strange about founders who built their entire business on open source software and open standards, then turn around and say you should lock customers in as hard as possible. I think that's a horrible practice—and counterintuitively, making it easy to leave actually makes people stay longer. Today I'm making the case for frictionless import and export, with real examples from PermanentLink and lessons from Fathom Analytics, and why informed choice beats artificial lock-in every time.This episode of The Bootstraped Founder is sponsored by Paddle.comThe blog post: https://thebootstrappedfounder.com/the-case-against-vendor-lock-in-why-easy-exit-means-better-retention/ The podcast episode: https://tbf.fm/episodes/430-the-case-against-vendor-lock-in-why-easy-exit-means-better-retention Check out Podscan, the Podcast database that transcribes every podcast episode out there minutes after it gets released: https://podscan.fmSend me a voicemail on Podline: https://podline.fm/arvidYou'll find my weekly article on my blog: https://thebootstrappedfounder.comPodcast: https://thebootstrappedfounder.com/podcastNewsletter: https://thebootstrappedfounder.com/newsletterMy book Zero to Sold: https://zerotosold.com/My book The Embedded Entrepreneur: https://embeddedentrepreneur.com/My course Find Your Following: https://findyourfollowing.comHere are a few tools I use. Using my affiliate links will support my work at no additional cost to you.- Notion (which I use to organize, write, coordinate, and archive my podcast + newsletter): https://affiliate.notion.so/465mv1536drx- Riverside.fm (that's what I recorded this episode with): https://riverside.fm/?via=arvid- TweetHunter (for speedy scheduling and writing Tweets): http://tweethunter.io/?via=arvid- HypeFury (for massive Twitter analytics and scheduling): https://hypefury.com/?via=arvid60- AudioPen (for taking voice notes and getting amazing summaries): https://audiopen.ai/?aff=PXErZ- Descript (for word-based video editing, subtitles, and clips): https://www.descript.com/?lmref=3cf39Q- ConvertKit (for email lists, newsletters, even finding sponsors): https://convertkit.com?lmref=bN9CZw

Revenge Of became the go-to nerd bodega by hosting free events and waiving pinball fees. Learn the strategy that drives organic sales without discounts. Subscribe and watch Shopify Masters on YouTube!Sign up for your FREE Shopify Trial here.

Fred and Sherrod were top-tier corporate sales performers pulling in six-figure salaries before they realized that the local "dirty" businesses—like junk haulers and carpet cleaners—were actually out-earning them while enjoying significantly more freedom. Tired of the "gilded cage" of corporate America, this US Army veteran duo walked away from their Fortune 500 careers to build Accelerated Waste Solutions. Today, they've turned a borrowed pickup truck into a national system that generates $1 million a month with a staggering 60% gross profit margin.In this episode, Fred and Sherrod join Ryan Atkinson to break down their recession-proof playbook for building a high-margin service business. They dive deep into why they prioritize B2B contracts over B2C, explaining the strategic shift from "renting" customers to "owning" them through recurring revenue. You'll learn the mathematical secrets behind their "Bigger Trucks, Better Pricing" competitive advantage and how they used a patented junk removal app to bring transparency and technology to the waste management industry.From leveraging relationships at the local Chamber of Commerce to the conviction required to turn down a $5 million acquisition offer, Fred and Sherrod share the grit and systems needed to scale a successful franchise. Whether you're interested in business acquisition, startup advice for service-based businesses, or transitioning from sales to CEO, this interview provides the roadmap to financial independence. Stay tuned for their "fan blitz" where they reveal the essential tools—like the humble dolly and scoop shovel—that save their teams hours of labor every single weekTakeaways:- The realization that local service providers often out-earn six-figure corporate employees can be the ultimate catalyst for leaving the corporate ladder.- Focusing on B2B contracts with apartment complexes allows a business to "own" a customer through recurring revenue rather than "renting" them for one-time residential events.- Successful business opportunities often stem from solving personal daily frustrations, such as the inconvenience of transporting trash across a large residential property.- Maintaining a 60% gross profit margin is achievable by using larger trucks and precise mathematical volume calculations to offer the most competitive price per cubic yard.- Integrating patented technology like photo-based reporting creates a transparency "trust factor" that differentiates a service business from competitors who use bait-and-switch pricing.- Prioritizing community relationships and joining local chambers of commerce is often more effective for long-term growth than immediate, unguided prospecting.- Entrepreneurs must identify their "Achilles' heels" early on and utilize resources like AI or specialized sales training to offset their personal skill gaps.- Investing in simple but essential equipment like heavy-duty dollies and scoop shovels prevents unprofessionalism and saves hours of physical labor on the job site.- Maximizing daily efficiency requires a purposeful routing plan for both service calls and prospecting before even leaving the house in the morning.- Having a clear vision and a "why" beyond just money provides the conviction necessary to turn down premature multi-million dollar acquisition offers in favor of long-term scaling.Tags: Side Hustle, Entrepreneurship, B2B, Business Mindset, Startup, Customer Retention, Junk Hauling Resources:Grow your business today:  https://links.upflip.com/the-business-startup-and-growth-blueprint-podcast Connect with Fred and Sherrod:https://www.instagram.com/awsfranchise/?hl=en

Handling upset customers the wrong way can damage your reputation faster than you can fix it. In this episode, Chris breaks down a proven process for de-escalating complaints, rebuilding trust, and turning negative experiences into long-term customer loyalty.

Founder Lulu Ge turned personal pain into purpose with Elix, an herbal wellness brand rooted in Chinese medicine with 90% repeat customers.For more on Elix and show notes click here Subscribe and watch Shopify Masters on YouTube!Sign up for your FREE Shopify Trial here.

Why Physical Touchpoints Are Beating Funnels at Customer Retention EP331 of Profit With A Plan Podcast Released Date: December 16, 2025   Guest:  Mark Stern, founder and CEO of Custom Box Agency Host: Marcia Riner, Business Growth Strategist, Infinite Profit®  

On this episode of Chit Chat Stocks,  Ryan dissects Monday.com (Ticker: MNDY), concluding with his decision on whether to buy the stock or not. We discuss:(00:00) Introduction(03:37) Growth Metrics and Business Model(06:19) History(09:30) Understanding the Product and User Experience(12:20) Market Position and Competitive Landscape(15:16) Financial Analysis and Valuation Insights(33:28) Profit Margins and Stock-Based Compensation(43:25) The Stickiness of Software and Customer Retention(49:53) AI's Impact on Task Management Software(57:30) Management Dynamics and Company Valuation*****************************************************Sign up for our stock research service, Emerging Moats: emergingmoats.com *********************************************************************Chit Chat Stocks is presented by Interactive Brokers. Get professional pricing, global access, and premier technology with the best brokerage for investors today: https://www.interactivebrokers.com/ Interactive Brokers is a member of SIPC. *********************************************************************Fiscal.ai is building the future of financial data.With custom charts, AI-generated research reports, and endless analytical tools, you can get up to speed on any stock around the globe. All for a reasonable price. Use our LINK and get 15% off any premium plan: ⁠https://fiscal.ai/chitchat *********************************************************************Disclosure: Chit Chat Stocks hosts and guests are not financial advisors, and nothing they say on this show is formal advice or a recommendation.

Like the show? Show your support by using our sponsors.Promotive can help you find your dream job. Touch HERE to see open jobs.Need to update your shop systems and software? Try Tekmetric HEREWanna go to Tekmetric's first ever industry training event Tektonic? Register HEREIn this episode, Jeff is joined by John Firm and Rick White where they discuss growth and success in the automotive industry. Rick talks about the importance of having a coach and staying curious, humble, and open to new ideas. John and Rick also speak on the challenges unique to fleet shops versus traditional retail shops. To help, they share advice on pricing, marketing, and building strong business relationships. Timestamps:00:00 "Reflection on Hosting Growth"04:42 "Ask or Stay Ignorant"07:05 Car Troubleshooting: Fuse vs. Diagram10:11 Effective Communication in Auto Repair12:42 Business Coaching Insights19:03 "Competing on Price Dangers"19:26 "Prioritizing Strategy Over Savings"23:08 Labor Rates and Mix Reevaluated28:28 "How to Beat AutoZone"31:47 Survival Over Greed33:51 "Challenges in European Auto Repair"38:31 "Maintain Control, Avoid Dealers"40:08 "Coaching Accountability and Honesty"44:13 "Helping a Client in Need"48:02 Advice for New Technicians51:00 "Integrity in Auto Repair"53:43 "Talking About John and Canada" Follow/Subscribe to the show on social media! TikTok - https://www.tiktok.com/@jeffcompton7YouTube - https://www.youtube.com/@TheJadedMechanicFacebook - https://www.facebook.com/profile.php?id=100091347564232

I'm Josh Kopel, a Michelin-awarded restaurateur and the creator of the Restaurant Scaling System. I've spent decades in the industry, building, scaling, and coaching restaurants to become more profitable and sustainable. On this show, I cut through the noise to give you real, actionable strategies that help independent restaurant owners run smarter, more successful businesses.Today I dig into what customer loyalty really means and why so many programs miss the mark. Loyalty is not about discounts. It is about access, recognition, and the feeling of being valued. I break down how small moments of surprise and genuine connection can drive more repeat visits than any points system. If you want your guests to come back more often and spend more when they do, these strategies will help you build relationships that last. TakeawaysLoyalty should be about access, not just perks.Recognition is key to building emotional equity.Surprise elements in loyalty programs enhance customer engagement.Creating thresholds in loyalty fosters a sense of belonging.Handwritten notes can significantly improve customer relationships.Loyalty programs should focus on privilege rather than discounts.Emotional economics can drive customer loyalty effectively.Regulars should feel special through personalized experiences.Surprise and delight can differentiate your restaurant from competitors.Tracking changes in loyalty strategies can reveal valuable insights.Chapters00:00 Introduction to Hospitality Insights01:26 Rethinking Customer Loyalty05:48 Creating Emotional Connections with GuestsIf you've got a marketing or profitability related question for me, email me directly at josh@joshkopel.com and include Office Hours in the subject line. If you'd like to scale the profitability of your restaurant in only 5 days, sign up for our FREE 5 Day Restaurant Profitability Challenge by visiting https://joshkopel.com.

Natalia Chappell is the founder of Natalia Chappell & Co, a UK-based consultancy helping luxury and lifestyle brands scale sustainably. Previously, she led marketing for THG's luxury division, working with brands like Coach and Ralph Lauren across price points from hundreds to thousands of pounds.In this episode of DTC Pod, Natalia breaks down what it really takes for US brands to win in the UK—and why so many get it wrong. She shares the full-funnel mistakes she sees premium brands make over and over, why some household US names thrived in Britain while others quietly retreated, and what's actually driving results on Meta right now. She also gets into how to connect with younger consumers who think differently about spending, and why the old playbook of polished content isn't cutting it anymore. Plus, her journey from corporate marketing leader to female founder, and what she wishes more people understood about building a business as a woman.Episode brought to you by StordInteract with other DTC experts and access our monthly fireside chats with industry leaders on DTC Pod Slack.On this episode of DTC Pod, we cover:1. Lessons from high-growth UK e-commerce brands 2. Creating sustainable, holistic marketing strategies3. Using data and analytics to drive channel mix decisions4. Optimizing for paid and organic synergy5. Landing page and website audit best practices6. UGC, influencer, and creator partnership frameworks7. Onboarding and managing creators for conversion and brand fit8. Navigating UK logistics, customs, and local expectations9. How to adapt brand voice and content for UK consumer10. UK cultural moments and how to plan campaigns around them11. Success stories (Drunk Elephant, Ralph Lauren, Coach) and why some US brands flop12. Digital-first approaches to brand building13. Upcoming trends—partnership ads, authentic content, and Gen Z consumers14. Supporting and growing as a female founder in e-commerceTimestamps00:00 Introduction to DTC POD and episode with Natalia Chappell01:18 Natalia's background: fashion, digital marketing, luxury brand experience03:26 Lessons learned building luxury and beauty e-commerce teams05:16 Becoming a female founder and launching Natalia Chappell & Co07:22 The type and scale of brands Natalia's agency works with09:07 Optimizing paid-to-organic mix for sustainable growth12:12 Data, analytics, and the importance of first-party data integrity13:33 Why understanding inventory and offer depth matters before scaling ads16:26 Building a marketing flywheel that feeds itself18:50 Audience segmentation, CRM, and conversion optimization20:08 Attribution modeling and keeping data integrations clean22:29 Organic growth: auditing website, SEO, landing pages, and reviews24:03 Content strategy: authentic UGC, influencers, and the UK market26:58 Equipping creators for conversion, not just reach29:25 Structuring affiliate and creator programs, commissioning vs. flat fees33:01 Logistics: Warehousing, customs, and UK delivery expectations36:54 Adapting voice, copy, and calendar to resonate in the UK38:34 Brand case studies: Drunk Elephant, Coach, Ralph Lauren41:09 Why some US brands struggle in the UK (Forever 21, etc.)44:21 Trends to watch: partnership ads, content authenticity, Gen Z targeting47:25 Where to find and connect with Natalia ChappellShow notes powered by CastmagicPast guests & brands on DTC Pod include Gilt, PopSugar, Glossier, MadeIN, Prose, Bala, P.volve, Ritual, Bite, Oura, Levels, General Mills, Mid Day Squares, Prose, Arrae, Olipop, Ghia, Rosaluna, Form, Uncle Studios & many more.  Additional episodes you might like:• #175 Ariel Vaisbort - How OLIPOP Runs Influencer, Community, & Affiliate Growth• #184 Jake Karls, Midday Squares - Turning Your Brand Into The Influencer With Content• #205 Kasey Stewart: Suckerz- - Powering Your Launch With 300 Million Organic Views• #219 JT Barnett: The TikTok Masterclass For Brands• #223 Lauren Kleinman: The PR & Affiliate Marketing Playbook• ​​​​#243 Kian Golzari - Source & Develop Products Like The World's Best Brands-----Have any questions about the show or topics you'd like us to explore further?Shoot us a DM; we'd love to hear from you.Want the weekly TL;DR of tips delivered to your mailbox?Check out our newsletter here.Projects the DTC Pod team is working on:DTCetc - all our favorite brands on the internetOlivea - the extra virgin olive oil & hydroxytyrosol supplementCastmagic - AI Workspace for ContentFollow us for content, clips, giveaways, & updates!DTCPod InstagramDTCPod TwitterDTCPod TikTokNatalia Chappell - Founder of Natalia Chappell & Co.Blaine Bolus - Co-Founder of CastmagicRamon Berrios - Co-Founder of Castmagic

Most network marketers spend all their time trying to acquire customers and almost no time doing the one thing that actually keeps them: showing appreciation. Retention is the foundation of residual income, and in this episode, Todd Falcone reveals the single most effective retention strategy almost nobody uses. This simple act creates a massive separation between you and your competition and dramatically increases the likelihood that a customer becomes a long-term customer. Watch or read the full episode here: https://ToddFalcone.com/episode347 Inside this episode: • The biggest mistake in customer retention • Why most customers never feel appreciated • The power of this super easy action • How to make customers feel valued and connected • Why this one habit dramatically increases retention • How retention is the foundation of residual income Black Friday Sale! Receive 30% off any Todd Falcone training program with the code THANKFUL. Sale ends November 30, 2025.     https://www.toddfalcone.com/products-list/collections/courses  If you are ready to stop hesitating and start building with confidence, this video will give you the clarity and direction you need.

Lost a $2M deal and nobody discussed why? You're not alone!Your company is running on hope, not learning.Product Manager Brian Orlando and Enterprise Business Agility Consultant Om Patel are discussing the potentially career-limiting topic of asking "why does the organization systematically avoid learning from failures?" Thanks! We'll be sure to shut the door on our way out... but before we do, we'll explore why sales and product teams never debrief lost deals together, why customer churn meetings feel like career suicide, and why executives are never held accountable for their predictions.....as well as:• Why cross-functional lost deal retrospectives rarely happen (and how to run your first one)• The cost of ignoring customer churn and how to conduct no-blame churn reviews• Building prediction accountability systems to track strategic bets against reality• How organizational silos kill learning and prevent teams from improving• Why "move fast and break things" culture prevents meaningful learning• Creating learning backlogs and embedding continuous improvement in fast-moving organizationsToday is all about actionable tips, specific questions to ask in retrospectives, and strategies for navigating the political landmines of organizational learning. Today, we're giving you tools to transform how your organization learns from mistakes!Referenced Episodes:• AA235 - Changing the Message• AA199 - W. Edwards Deming: Profound Knowledge for Transforming Organizations• AA67 - Team Topologies: Organizing Business and Technology Teams for Fast Flow#ProductManagement #AgileCoaching #CustomerChurnTeam Topologies by Matthew Skelton and Manuel Pais, W. Edwards Deming's work on systems thinking and organizational learning, Amazon's six-pager concept, Arguing Agile Episode 235 (Changing the Message), Arguing Agile Episode 199 (W. Edwards Deming), Arguing Agile Episode 67 (Team Topologies), Silicon Valley move fast and break things culture, 996 work cultureLINKSYouTube https://www.youtube.com/@arguingagileSpotify: https://open.spotify.com/show/362QvYORmtZRKAeTAE57v3Apple: https://podcasts.apple.com/us/podcast/agile-podcast/id1568557596Website: https://arguingagile.com/

Welcome to Industry Spotlight—a focused series hosted by Sam D'Arc, highlighting standout dealerships and innovative companies, and exploring the trends driving success in today's automotive market. Today, Sam sits down with Kevin Frye, Marketing Director Jeff Wyler Automotive Family, and Paul Nadjarian, Chief Product Officer at CARFAX. This episode of the Car Dealership Guy Podcast is brought to you by CARFAX. CARFAX - Here's a reality check: CARFAX data shows that 55% of car buyers won't return to the same dealership for service in year one. That's lost revenue walking out your door.  But Carfax Lifetime Dealers don't stop after the sale. They partner with CARFAX to deliver co-branded, VIN-specific service reminders that drive customers back to their service lane. The CARFAX Lifetime program: Give customers the insight they want, earn the loyalty you need. Contact your CARFAX representative today. Learn more at carfax.com/CDG. Check out Car Dealership Guy's stuff: For dealers: CDG Circles ➤ https://cdgcircles.com/ Industry job board ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠http://jobs.dealershipguy.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Dealership recruiting ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠http://www.cdgrecruiting.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Fix your dealership's social media ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠http://www.trynomad.co⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Request to be a podcast guest ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠http://www.cdgguest.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ For industry vendors: Advertise with Car Dealership Guy ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠http://www.cdgpartner.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Industry job board ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠http://jobs.dealershipguy.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Request to be a podcast guest ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠http://www.cdgguest.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Topics: 01:27 Why is service retention so critical? 02:34 Biggest customer communication challenge today? 03:10 OEM vs. dealer loyalty: who wins? 05:41 How is Carfax for Life game-changing? 07:52 Using data to boost retention how? 10:42 Future of customer engagement in service? 18:28 Most actionable insight for dealers now? 27:20 AI and data hygiene's role? 35:09 Final advice for improving retention? Car Dealership Guy Socials: X ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠x.com/GuyDealership⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Instagram ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠instagram.com/cardealershipguy/⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ TikTok ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠tiktok.com/@guydealership⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ LinkedIn ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠linkedin.com/company/cardealershipguy⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Threads ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠threads.net/@cardealershipguy⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Facebook ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠facebook.com/profile.php?id=100077402857683⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Everything else ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠dealershipguy.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Send us a textWhen your agency is growing, but profit stalls, client churn rises, and your team feels the pressure, it's easy to wonder which lever to pull next. In this episode, I'm joined by Jeremy Shapiro, a seasoned serial entrepreneur with 25+ years of experience whose work has helped business owners break through growth plateaus using a simple, powerful framework he calls the Business Growth Playbook.We break down the practical levers behind profit expansion, customer lifetime value, pricing strategy, and the hidden churn patterns that quietly cap your growth. If you've been relying on more leads to fix what is actually a systems, retention, or profitability bottleneck, this conversation brings the clarity you've been looking for.You'll walk away with tactical steps you can implement immediately, from value-based pricing to tightening your retention engine, so you can scale with intention, increase profitability, and build a healthier, more sustainable agency.BOOKS MENTIONEDYour Business Growth Playbook by Jeremy ShapiroGet your hands on Jeremy's full playbook of tried and true strategies today in his latest book Your Business Growth Playbook available on Amazon or at your local bookstore. If you'd like a sample of his book right now, an audio overview of the entire playbook, and your very own complimentary growth checklist, visit YourBusinessGrowthPlaybook.com right now. You can also connect with him on LinkedIn at LinkedIn.com/in/jeremyshapiro/Join Dr. William Attaway on the Catalytic Leadership podcast as he shares transformative insights to help high-performance entrepreneurs and agency owners achieve Clear-Minded Focus, Calm Control, and Confidence. Free 30-Minute Discovery Call:Ready to elevate your business? Book a free 30-minute discovery call with Dr. William Attaway and start your journey to success. Special Offer:Get your FREE copy of Catalytic Leadership: 12 Keys to Becoming an Intentional Leader Who Makes a Difference. Connect with Dr. William Attaway: Website LinkedIn Facebook Instagram TikTok YouTube

Most teams obsess over new business and ignore the people already paying them. That blind spot is killing retention, bloating acquisition costs, and making growth harder than it needs to be.In this episode, Toni sits down with Mallory Lee, a three time VP of Revenue Operations, to unpack why Customer Success is still treated like an afterthought and why that mindset breaks companies over time.(00:00) - Introduction (02:35) - CS Teams are the Forgotten Child (08:18) - The Customer Journey and Handoffs (11:46) - Maintaining Customer Context (22:02) - Product Usage Data and Signals (26:30) - Building Trust Through Customer References (32:17) - Identifying and Leveraging Power Users (35:03) - Gamification and User Engagement (38:14) - Systematizing Customer Loyalty (42:38) - Financial Implications of Customer Retention (44:24) - The Vicious Cycle of Churn (51:31) - Final Thoughts

In this episode of The Russell Brunson Show, I brought in one of my secret weapons from Inner Circle and Atlas, Jason Friedman. Jason is the guy I think about when I hear “customer experience” and “retention.” I am obsessed with funnels, traffic, and selling online, but Jason walked into our Mastermind in Paradise and basically said, “Cool… but what happens after they say yes?” What followed was one of the clearest frameworks I've ever seen for turning customers into raving recruiters so your revenue grows without buying more clicks. Key Highlights: ◼️Why entrepreneurs stay “addicted to strangers,” and how Jason reframes ROAS as Return On Audience Success so your funnels stop leaking profit. ◼️The theater director who scripted audience reactions on command, and how that principle lets you choreograph customer transformation instead of hoping it happens. ◼️Jason's Kinetic Customer Formula that ties attitude, behavior, momentum, and friction into a system that drives renewals, ascensions, and referrals. ◼️Simple retention moves you can apply immediately, like accelerating time-to-first-value, creating win streaks, and fixing hidden friction points. ◼️How personalization, gamification, and “unreasonable” small touches create emotional connection and make your programs sticky. ◼️Why the future of online business belongs to entrepreneurs who build back-end funnels that turn current customers into their strongest promoters. If you run funnels, sell courses or coaching, or drive any kind of online sales, this episode will help you make more money from the customers you already have while building something that is AI-proof and future-proof. Listen in, take notes, and then start redesigning your customer journey so your experiences compound long after the initial sale! ◼️If you've got a product, offer, service… or idea… I'll show you how to sell it (the RIGHT way) Register for my next event →⁠⁠⁠⁠ https://sellingonline.com/podcast⁠⁠⁠⁠ ◼️Still don't have a funnel? ClickFunnels gives you the exact tools (and templates) to launch TODAY → ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://clickfunnels.com/podcast⁠ Learn more about your ad choices. Visit megaphone.fm/adchoices

Getting people through the door is hard, but getting them to keep coming back? That's where most bar owners drop the ball. Discounts might feel like the move, but they're quietly killing your margins and not building real loyalty. This episode breaks down a smarter, cheaper way to lock in regulars by actually making them feel seen, no gimmicks, no stamp cards. We're talking real talk on recognition, retention, and how to use your POS data to turn first-timers into lifers.If you want your bar to feel like their bar, this is the one to listen to.What You'll Learn:

Episode 194: Automate Your Lead Generation with our FREE online course: https://go.digitaltrailblazer.com/auto-leads-course-freeMany online business owners are stuck on a "hamster wheel from hell"—constantly chasing new customers while existing ones slip away, leaving you burned out and unable to step away from your business.In this episode, Matt Stanley shares his journey from getting fired during the 2008 recession to building a thriving marketing agency by focusing on retention and creating systems that work.Matt teaches us how to transform your messaging from commodity-based to value-driven, master the critical balance between customer acquisition and retention, and build a sustainable business that attracts and keeps dream customers without the overwhelm.About Matt Stanley: Matt has spent 30 years helping growth-minded entrepreneurs build thriving businesses through proven sales and marketing systems. As founder of GetReviewsAndLeads.com, he specializes in high-conversion websites, lead generation, SEO, AI technologies, and marketing automation. His proprietary & holistic marketing framework helps businesses scale like clockwork.Matt combines cutting-edge technology expertise with a commitment to perpetual learning. He helps entrepreneurs unlock their full potential through integrated mindset, marketing, and business coaching & strategies. Recognized with the Better Business Bureau's "Integrity Counts!" Award in 2010, Matt is known for transparent client partnerships and exceptional results.Free Marketing Audit with Matt: https://getreviewsandleads.com/free-marketing-audit-and-strategy-sessionGet Matt's Free Lead Generation Guide: https://getreviewsandleads.com/free-ebook-10-lead-gen-strategies-to-get-customers-nowConnect with Matt:https://getreviewsandleads.com/ https://share.google/KCpubM11ccgoKD9eT https://www.facebook.com/getreviewsandleads https://www.linkedin.com/company/getreviewsandleads/ https://www.instagram.com/getreviewsandleads/Want to SCALE your online business bigger and faster without the endless hustle of networking, referrals, and pumping out content that nobody sees?Grab our Ultimate Ad Script for Coaches, Agencies, and Course Creators.Learn the exact 5-step script we teach our clients that allows them to generate targeted, high-quality leads at ultra-low cost, so you can land paying customers and clients without breaking the bank on ad spend. Grab the Ultimate Ad Script right HERE - https://join.digitaltrailblazer.com/ultimate-ad-script✅ Connect With Us:Website - https://DigitalTrailblazer.comFacebook - https://www.facebook.com/digitaltrailblazerTikTok: https://www.tiktok.com/@digitaltrailblazerTwitter: https://twitter.com/DgtlTrailblazerInstagram: https://www.instagram.com/DigitalTrailblazer

You want repeat customers and loyal fans, right? Of course you do - this is a key to your success. In today's episode, I share 3 steps to do just that!

Tired of losing accounts to low-price flyers or “I'll handle it in winter” cancellations? We share a practical retention system that keeps clients loyal by focusing on what they feel at home: fast replies, reliable visits, crystal water, and billing they can trust. No fluff—just the habits that stop churn before it starts.We start with communication, the heartbeat of retention. You'll learn how quick responses, photo proof, and simple updates solve the #1 reason customers switch providers. Then we lock in consistency: showing up the same day and within a familiar time window builds confidence, earns goodwill, and beats cheaper offers without a price war. We unpack seasonal myths too, explaining why winter can be messier than summer and how year‑round service prevents stains, algae, and costly spring recoveries. It's a clear script you can use at bids and renewals to set expectations and keep routes stable.Water quality makes or breaks loyalty, so we outline a preventive playbook: sustaining proper chlorine levels, using enhancers like borates or phosphate/enzyme programs, brushing every visit, and staying on top of filter maintenance. One bloom can be forgiven—repeat blooms are a deal‑breaker—so we show you how to document, communicate, and correct issues fast. Finally, we tackle billing transparency: notifying clients before parts are replaced, leaving old parts for inspection, photographing work, and giving clear price‑increase notices. When charges make sense, trust rises.Whether you're a solo operator or running a team, this episode gives you a proven framework to keep customers happy all year. If you found value, follow the show, share it with another pool pro, and leave a review to help more service teams build retention that lasts.Send us a textSupport the Pool Guy Podcast Show Sponsors! HASA https://bit.ly/HASAThe Bottom Feeder. Save $100 with Code: DVB100https://store.thebottomfeeder.com/Try Skimmer FREE for 30 days:https://getskimmer.com/poolguy Get UPA Liability Insurance $64 a month! https://forms.gle/F9YoTWNQ8WnvT4QBAPool Guy Coaching: https://bit.ly/40wFE6y

Summary Struggling to stand out on Etsy? Discover how Nancy Badillo, a digital marketing expert with over 15 years of experience, turned her setbacks into a thriving Etsy business. In this episode, Nancy breaks down the exact market research and keyword strategies that help sellers find profitable niches, boost visibility, and increase their average order value. Learn how to create irresistible digital products, enhance user experience, and use personalization and bundles to drive more sales. If you want to master Etsy trends and grow your shop with proven techniques, this episode is your roadmap to success.

QFF: Quick Fire Friday – Your 20-Minute Growth Powerhouse! Welcome to Quick Fire Friday, the Grow A Small Business podcast series that is designed to deliver simple, focused and actionable insights and key takeaways in less than 20 minutes a week. Every Friday, we bring you business owners and experts who share their top strategies for growing yourself, your team and your small business. Get ready for a dose of inspiration, one action you can implement and quotable quotes that will stick with you long after the episode ends! In this episode of Quick Fire Friday, host Rob Cameron interviews Etinosa Agbonlahor, CEO of Decision Alpha, about how behavioral economics can transform pricing strategies for small businesses. Etinosa explains how confident pricing decisions not only increase revenue but also strengthen customer retention and long-term growth. She shares insights into using psychology to frame prices effectively and highlights the importance of reviewing pricing regularly. The conversation also touches on overcoming the fear of raising prices and building confidence as a business owner. Etinosa's Behavioral Pricing Playbook explains how to create pricing that scales, sticks, and prevents revenue leaks. Around 80% of businesses undervalue their offerings—and it shows. Most pricing decisions are reactive, based on gut feelings, competitor comparisons, or fear of losing clients. Many business owners postpone pricing optimization until much later, missing out on the powerful compounding effect it could have early on. Studies reveal that improving pricing delivers 2–4 times greater revenue impact than focusing solely on customer acquisition. Key Takeaways for Small Business Owners: Review Your Pricing Regularly – Treat pricing as a business feature, not a one-time task. Revisit it quarterly to ensure it reflects your current value and market position. Confidence is Key – Most pricing problems come from mindset, not the market. Believe in the value you provide before setting or adjusting prices. Use Psychology in Pricing – How you frame your prices matters as much as the numbers themselves. Smart positioning can make your offers more appealing. Our hero crafts outstanding reviews following the experience of listening to our special guests. Are you the one we've been waiting for? Simplify the Customer's Choice – Structure pricing tiers so customers naturally choose your ideal package. Most buyers lean toward the middle option when presented clearly. Reduce the "Pain of Paying" – For low-cost products, consider annual payments over monthly ones to lessen customer resistance and reduce churn. Retain Before You Acquire – Focus on keeping existing customers happy and increasing their spending rather than constantly chasing new ones. One action small business owners can take: According to Etinosa Agbonlahor, one action small business owners can take is to review their pricing strategy regularly—analyzing whether it truly reflects the value they offer and aligns with customer perception. By treating pricing as an ongoing process rather than a one-time setup, business owners can boost profitability, strengthen confidence, and ensure sustainable growth. Do you have 2 minutes every Friday? Sign up to the Weekly Leadership Email. It's free and we can help you to maximize your time. Enjoyed the podcast? Please leave a review on iTunes or your preferred platform. Your feedback helps more small business owners discover our podcast and embark on their business growth journey.

In this conversation, James Schutrop from Scribe discusses the innovative approach of using robots to create handwritten letters, emphasizing the importance of personal touch in a world overwhelmed by digital communication. He explains how Scribe's technology integrates with CRM systems to automate the process of sending personalized thank-you letters, enhancing customer engagement. The discussion also covers the significance of authenticity in marketing, particularly through the removal of postmarks to maintain the illusion of a personal touch.TakeawaysScribe automates handwritten letters to enhance customer appreciation.People are overwhelmed by digital communication and crave personal interaction.Handwritten letters can significantly improve customer engagement.The technology uses real pens to create authentic-looking letters.Postmark removal is crucial for maintaining authenticity in marketing.Automation allows businesses to send personalized letters without manual effort.The handwritten letters are designed to look like they come from a friend or family member.Scribe's system integrates seamlessly with existing CRM platforms.The event highlights practical strategies for e-commerce businesses.Authenticity in marketing is essential to avoid customer skepticism.Chapters00:00 Introduction to Scribe and Handwritten Automation02:57 The Importance of Personal Touch in Marketing05:42 Postmark Removal and Authenticity in Handwritten Letters

Kriston Sellier, id8, on Branding That Customers Remember (North Fulton Business Radio, Episode 912) On this edition of North Fulton Business Radio, host John Ray welcomes Kriston Sellier, Founder and President of id8. Kriston discusses how real differentiation, rather than generic claims like quality and caring, builds enduring brands. She walks through id8's discovery process, where […] The post Kriston Sellier, id8, on Branding That Customers Remember appeared first on Business RadioX ®.

How do brands create customers who stay for years or even decades? In this episode, we break down the model behind lifelong loyalty, emotional connection, and trust-based customer experience - the kind that drives repeat revenue, referrals, and real brand love. Our guest is John Boccuzzi, Jr., CX leader, speaker, author of The Art of Seducing Your Customers, and President of ISG Research. With 30+ years studying how companies build trust and deliver memorable customer experiences, John shares the frameworks and stories that prove: CX is not a cost center — it's a growth engine. You'll learn:The #1 factor that determines whether customers returnWhy customer experience is more emotional than operationalThe “Ruth Story” - how one pair of glasses changed John's entire view on CXHow to scale empathy, trust, and personalization across big organizationsWhat brands get wrong when implementing AI in customer experienceThe future of CX and what will matter most in the next 12 months If you lead customer experience, marketing, service, brand, or product, this conversation will reshape how you think about delivering value.Watch Next: https://www.youtube.com/watch?v=rgNCaTYkXCE&t=1864s Key Moments:0:00 Meet John Boccuzzi, Jr.3:20 What Customer Experience Really Is5:20 The “Ruth Story”: Creating Emotional Loyalty10:10 Why Having a Point of View Builds Trust15:15 Training Teams to Deliver Great CX18:55 Scaling Emotional Customer Experiences23:30 How AI Fits Into Customer Experience29:55 The Power of First Impressions33:25 How Brands Stay Relevant Today37:15 Make the Customer Journey Simple42:55 The Future of Personalization49:15 Common Misconceptions About CX50:27 A Trend to Bet On (That Isn't AI) –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Customers don't judge by jargon; they judge by what they see and how their pool performs after you leave. We dive straight into the habits that signal true professionalism on a pool route: a 30–40 second equipment scan, disciplined filter decisions, and a firm stance on water-level responsibilities that keeps you out of liability trouble.You'll learn a simple checklist for catching leaks, reading filter pressure, and spotting a dirty salt cell before a homeowner does. We talk through the real cost of “I'll clean the filter next week,” why a quick backwash rarely saves the day, and how to protect your margins by doing the hard work at the right moment. We also get practical about safety and optics—why you should avoid driveways, how to handle muriatic acid without scarring a brand-new deck, and the small presentation cues (uniforms, tidy trucks, clear logos) that build trust long before test strips touch water.Heavy bather load on the calendar? We walk through a pre-party plan that actually works: boost chlorine, add non-chlorine shock, set the salt system to 100 percent, extend runtime, and remove the cleaner to prevent breakage. You'll get language for a one-page service agreement that makes the customer responsible for filling the pool and a message template for low-water situations that documents the waterline and turns the system off until it's safe. These steps reduce callbacks, avoid ugly claims, and turn your route into a smooth, predictable operation clients rave about.If you're ready to look, act, and perform like the pro you are, this conversation gives you the playbook. Subscribe for more route-ready tactics, share this episode with a fellow tech who could use a cleaner workflow, and leave a review to tell us the habit that changed your season.We break down the habits that prove competency on a pool route, from fast equipment assessments to firm water-level boundaries that prevent liability. We also cover pro presentation, customer communication for parties, and the smarter way to handle filters, chemicals, and parking.Send us a textSupport the Pool Guy Podcast Show Sponsors! HASA https://bit.ly/HASAThe Bottom Feeder. Save $100 with Code: DVB100https://store.thebottomfeeder.com/Try Skimmer FREE for 30 days:https://getskimmer.com/poolguy Get UPA Liability Insurance $64 a month! https://forms.gle/F9YoTWNQ8WnvT4QBAPool Guy Coaching: https://bit.ly/40wFE6y

This is Matt Reustle. Today we are breaking down Robinhood. My guest is Arthur Olson, founding partner at Ravenswood Partners. We get into how Robinhood grew from a mobile-native brokerage idea that faced many challenges along the way into the third-largest broker in the USA.  Arthur educates on how the business model has evolved and diversified away from a pure pay-for-order market. We discuss how product velocity is the foundation behind everything in Robinhood's continued penetration and how new talent has made a material difference. Please enjoy this Breakdown of Robinhood For the full show notes, transcript, and links to the best content to learn more, check out the episode page⁠⁠⁠⁠ here.⁠⁠⁠⁠ —- This episode is brought to you by⁠ ⁠Portrait Analytics⁠⁠ - your centralized resource for AI-powered idea generation, thesis monitoring, and personalized report building. Built by buy-side investors, for investment professionals. We work in the background, helping surface stock ideas and thesis signposts to help you monetize every insight. In short, we help you understand the story behind the stock chart, and get to "go, or no-go" 10x faster than before. Sign-up for a free trial today at⁠ ⁠portraitresearch.com⁠⁠ — Business Breakdowns is a property of Colossus, LLC. For more episodes of Business Breakdowns, visit⁠⁠⁠⁠ joincolossus.com/episodes⁠⁠⁠⁠. Editing and post-production work for this episode was provided by The Podcast Consultant (⁠⁠⁠⁠https://thepodcastconsultant.com⁠⁠⁠⁠). Show Notes (00:00:00) Welcome to Business Breakdowns (00:01:51) Founding Story of Robinhood (00:04:29) The Rise of Mobile Trading (00:11:37) Payment for Order Flow Explained (00:15:39) Robinhood's Competitive Edge (00:22:28) Adapting to Market Changes (00:24:52) Product Evolution and Customer Retention (00:29:32) Analyzing Robinhood's Growth and Investor Behavior (00:30:16) Historical Parallels: Robinhood vs. Charles Schwab (00:31:19) Crypto and Regulatory Challenges (00:32:41) The Role of Prediction Markets and Sports Betting (00:34:41) Revenue Streams and Future Prospects (00:36:54) Banking and Financial Services Expansion (00:41:32) Cost Structure and Competitive Advantages (00:44:30) Account Growth and International Opportunities (00:50:10) Regulatory Relationships and Risks (00:55:15) Lessons from Robinhood

Oisin O'Connor is the CEO and co-founder of Recharge, the leading subscription management platform powering 75% of all Shopify subscriptions. Under his leadership, Recharge has become a critical infrastructure partner for over 30,000 brands, reaching 100 million subscribers and $100 million ARR.In this episode of DTC Pod, Oisin pulls back the curtain on what it really takes to win with subscriptions in today's DTC landscape. He shares insider strategies for subscriber growth, optimizing retention, and leveraging Recharge's newest AI-powered tools to minimize churn. Oisin also shares specific benchmarks every brand should measure, real-world examples of subscription funnels that convert, and actionable experiments operators can run to unlock long-term profitability and scale.Episode brought to you by StordInteract with other DTC experts and access our monthly fireside chats with industry leaders on DTC Pod Slack.On this episode of DTC Pod, we cover:1. Evolution of subscriptions in physical product e-commerce2. How to spot and create product-market fit 3. Differentiators that set Recharge apart from early competitors4. The compounding power of subscriptions for long-term growth5. Unit economics, LTV vs CAC, and why retention is king6. What best-in-class subscription brands do differently7. Optimizing conversion funnels for subscriber growth8. Subscription benchmarks: churn rates, retention, and second order metrics9. Reducing churn with data, cancellation flows, loyalty, and rewards10. Automations and integrating Recharge with supply chain and 3PL operations11. Leveraging AI Concierge for customer retention and support12. Evolving customer experience and the need for seamless subscription management13. How Recharge guides merchants with data, support, and innovation14. Experiments and mistakes founders make launching subscription brandsTimestamps00:00 Oisin's background, founding story, and early agency experiments04:06 The rise of Shopify and the breakthrough with Recharge05:19 The subscription model: initial skepticism and quirky early adopters06:47 Technical challenges in enabling subscriptions on Shopify09:00 First major subscription brand success story10:15 Compounding growth through subscriptions11:36 Legacy brands and decades-long customer retention13:06 Building DTC businesses with sustainable unit economics14:37 Lessons from TV advertising history and the narrowing of scalable models16:29 Key traits of successful subscription businesses17:09 Product, recurring need, and conversion strategy18:27 Understanding subscriber value and optimizing acquisition19:26 Retention: keeping customers post-acquisition  19:52 High-performing brands and funnel design20:05 Subscription by default, offers, upsells, and cross-sells21:39 Conversion tactics from PDP to post-checkout22:38 Benchmarks for healthy churn and retention23:06 How top brands reduce churn and track performance24:58 Recharge tools: analytics, cancellation flows, Klaviyo integration26:41 Rewards and automations to boost retention27:33 Automate flows for backend fulfillment and logistics28:20 Launching AI SMS concierge for subscriber experience29:40 Reducing customer service friction and delighting shoppers32:15 Customer experience as a core differentiator34:04 The competitive subscription landscape: Recharge's position35:41 Product innovation, support, and actionable guidance37:16 Data-driven product innovation and merchant success38:04 The future of subscription, retention, and platform innovation40:38 Biggest mistakes founders make with subscriptions41:58 Experiments founders should run with Recharge42:58 Where to connect with Oisin for advice and mentorshipShow notes powered by CastmagicPast guests & brands on DTC Pod include Gilt, PopSugar, Glossier, MadeIN, Prose, Bala, P.volve, Ritual, Bite, Oura, Levels, General Mills, Mid Day Squares, Prose, Arrae, Olipop, Ghia, Rosaluna, Form, Uncle Studios & many more.  Additional episodes you might like:• #175 Ariel Vaisbort - How OLIPOP Runs Influencer, Community, & Affiliate Growth• #184 Jake Karls, Midday Squares - Turning Your Brand Into The Influencer With Content• #205 Kasey Stewart: Suckerz- - Powering Your Launch With 300 Million Organic Views• #219 JT Barnett: The TikTok Masterclass For Brands• #223 Lauren Kleinman: The PR & Affiliate Marketing Playbook• ​​​​#243 Kian Golzari - Source & Develop Products Like The World's Best Brands-----Have any questions about the show or topics you'd like us to explore further?Shoot us a DM; we'd love to hear from you.Want the weekly TL;DR of tips delivered to your mailbox?Check out our newsletter here.Projects the DTC Pod team is working on:DTCetc - all our favorite brands on the internetOlivea - the extra virgin olive oil & hydroxytyrosol supplementCastmagic - AI Workspace for ContentFollow us for content, clips, giveaways, & updates!DTCPod InstagramDTCPod TwitterDTCPod TikTokOisin O'Connor - Co-Founder and CEO of RechargeBlaine Bolus - Co-Founder of CastmagicRamon Berrios - Co-Founder of Castmagic

Sonja Grasser is the Founder of Retention Theory, a consultancy helping CPG brands turn one-time buyers into loyal repeat customers through data-driven retention systems. With a background that spans law school, 60+ countries of travel, and hands-on work with brands like MaryRuth's Organics, Sonja brings a uniquely behavioral approach to customer retention: rooted in psychology, not playbooks.After landing in retention by accident as a German-speaking marketer, Sonja discovered her passion for understanding why customers buy, not just what they buy. Her global perspective and analytical mindset help founders identify churn before it happens, build smarter lifecycle flows, and create experiences that keep customers coming back.Whether you're a CPG founder tired of chasing acquisition or an operator ready to make retention your growth engine, Sonja shares a masterclass in turning customer behavior into predictable, sustainable revenue.In This Conversation We Discuss: [00:33] Intro[01:05] Helping brands turn retention into revenue[01:30] Connecting communication to customer longevity[02:08] Identifying patterns behind consumable success[02:55] Leveraging analytical thinking for stronger retention[04:00] Educating first-time buyers before selling again[05:25] Helping buyers at their exact stage of the journey[07:11] Designing flows that nurture interest into action[07:45] Applying retention rules across every direct channel[08:18] Stay updated with new episodes[08:29] Spotting churn before customers disappear[10:19] Timing recovery emails before customers drift away[11:39] Resolving customer issues before they walk away[12:27] Setting triggers that match real customer behavior[14:16] Focusing on results-driven storytelling for CPG[15:26] Evaluating why memberships don't always translate[16:36] Building loyalty from your first 100 buyers[17:07] Layering time data to reveal true retention health[19:08] Applying psychology to make retention truly workResources:Subscribe to Honest Ecommerce on YoutubeHelps Ecommerce brands with retention marketing retentiontheory.com/Follow Sonja Grasser linkedin.com/in/sonjagrasserIf you're enjoying the show, we'd love it if you left Honest Ecommerce a review on Apple Podcasts. It makes a huge impact on the success of the podcast, and we love reading every one of your reviews!