Podcasts about Customer retention

The pros agree that too many entrepreneurs (both new and experienced) are far too obsessed with new customer acquisition strategies and woefully unconcerned with retaining the customers they already have. Dan Kennedy and Shaun Buck, co-authors of the No B.S. Guide To Maximum Referrals and Customer Retention, get to the root of why it's so difficult for business owners to commit time and energy towards obtaining customer referrals and boosting retention, while also providing their personal list of best practices for improving relationships with current customers so that they stick around longer and happily give more referrals than you ever thought possible. MagneticMarketing.com NoBSLetter.com

Unlocking the Power of Email & SMS Marketing for E-Commerce: Expert Insights from Nikita VakhrushevIn the fast-paced world of e-commerce, many brands focus heavily on acquisition channels like TikTok, Google Ads, and Instagram, often overlooking one of their most valuable assets: their existing customer list. In a recent episode, Josh Elledge spoke with Nikita Vakhrushev, CEO & Chief Strategist of Aspekt, about how e-commerce businesses can maximize revenue and retention through smart email and SMS marketing. Nikita shared actionable strategies to engage warm audiences, optimize backend flows, and leverage design and segmentation for scalable growth.The Value of Backend Marketing for E-CommerceFocusing on existing customers is often more profitable than constantly chasing new ones. Nikita emphasizes that a well-maintained warm list—subscribers who have opted in—can drive repeat purchases and boost engagement. By auditing current flows, segmenting audiences, and sending value-driven communications, brands can increase revenue while fostering long-term loyalty.Modern email and SMS marketing also demands careful attention to privacy, consent, and deliverability. Platforms must respect double opt-ins, frequency preferences, and regulatory compliance to maintain subscriber trust. Nikita recommends staying current with evolving regulations and testing messaging to optimize engagement.Finally, leveraging strategic agency support can multiply results. Agencies like Aspekt provide audits, segmentation, automation, and expert design to ensure every message is impactful. Clear communication, transparency, and personalized service are key to achieving measurable ROI and scaling backend marketing efficiently.About Nikita VakhrushevNikita Vakhrushev is the CEO & Chief Strategist of Aspekt, a leading agency specializing in email and SMS marketing for e-commerce brands. With years of experience managing hundreds of accounts, he focuses on helping businesses increase revenue, engagement, and customer retention through backend marketing strategies.About AspektAspekt provides white-glove email and SMS marketing services for direct-to-consumer brands. Their team specializes in audits, segmentation, automation, and visually compelling campaigns designed to convert and scale, while maintaining transparency and measurable results.Links Mentioned in this EpisodeAspekt WebsiteNikita Vakhrushev LinkedinKey Episode HighlightsThe importance of backend marketing over constant customer acquisition.Leveraging warm lists and subscriber segmentation for higher ROI.Privacy, consent, and deliverability trends impacting email and SMS.Case study: Transforming a legacy brand's email revenue.Choosing agencies that provide transparency, personalization, and measurable results.ConclusionEmail and SMS marketing are powerful, revenue-driving tools when approached strategically. By focusing on your warm audience, optimizing backend flows, and embracing modern design and compliance standards, e-commerce brands can unlock sustainable growth and maximize lifetime customer value.

Subscription businesses live and die by churn—but its impact goes far beyond lost customers. In this episode, Professor Barak Libai discusses research he and his colleagues conducted that reveals how churn reshapes growth, revenue, and market potential -- and what that means for anyone building or investing in a subscription model.  

If you are anything like my clients in LABS, you may be wondering, how do I plan for the future when the world feels upside down? More importantly, what should I be focusing on next?  Today, I'm sharing a short clip from one of our recent coaching calls inside of our LABS Community. LABS is the space where product-based business owners come together to get clarity, build connections, and practical strategies that they can put to work right away.  The clip you're hearing today is from one of our recent coaching calls. We're checking in on the state of the economy and talking about what matters most for product brands in this final stretch of the year.  Things like: Keeping your best customers coming back How to build stronger relationships with both wholesale and direct-to-consumer buyers Making smarter choices about diversifying your revenue In these monthly calls in LABS, members get to ask their specific questions. Whether it's me or one of our coaches or the guest experts that we bring in, they're getting direct feedback on what they need in real time.  It's an interactive, supportive speaker space that keeps people moving forward in their business. If you like what you hear today, definitely check LABS out! Today's episode is brought to you by our Proof to Product LABS coaching program. This is a coaching program specifically built for product-based business owners, with members from across industries and across the globe. We have member-only events inside of LABS, so request your invitation to join below!  REQUEST YOUR INVITATION You can view full show notes and more at http://prooftoproduct.com/413  Quick Links: Free Wholesale Audio Series Free Resources Library Free Email Marketing for Product Makers PTP LABS Paper Camp

You ever notice how a bunch of first-timers come in, enjoy themselves… then never show up again?It's not that your bar sucks, they just forget.In this episode, I'm walking you through what to do in the first 72 hours after someone visits so they actually come back.You'll get a dead-simple 3-step follow-up that makes guests remember you and want to return.If you want more regulars without spending more on ads, this one's for you.What You'll Learn:

What makes consumers truly love a brand? In this episode, Allison McClamroch, Head of Brand US at Zeno Group, shares insights from Zeno's latest research on brand love and loyalty. Discover how generational values, social media influence, and cultural relevance shape brand relationships—and what brands must do to earn and keep loyalty in today's competitive landscape. A must-listen for marketers, brand strategists, and communicators.

Lightning Round: Top 10 Mistakes that Are Killing Your Pipeline Question: Mike from San Diego asks, “Our company is growing fast, both organically and through acquisitions. We're great at landing new business, but I'm worried our customer retention is slipping. How do I get my team to focus on both?” Book: Never Lose a Customer Again by Joey Coleman

Lightning Round: Top 10 Mistakes that Are Killing Your Pipeline Question: Mike from San Diego asks, “Our company is growing fast, both organically and through acquisitions. We're great at landing new business, but I'm worried our customer retention is slipping. How do I get my team to focus on both?” Book: Never Lose a Customer Again by Joey Coleman

Ladies and laddies, Rory & Osh in one poddy.That is all.ON THE MENU:Scale Kills Magic: Why The Devonshire Will Never Open A Second SiteWhy Restaurants Must Think About “Cost of Entertainment Hour” + “why skint kids spend loads on video games”The Devonshire Hiring Strategy: Hire people who think like we think… “hiring your mates is an underrated hiring strategy”Broken Fork + Silent Irritants Rule: “Your Job is to ANNIHILATE Silent Irritants”Amazon Primeification of Pulling Pints: “…Marketing spends too much time amplifying positives vs. reducing negatives”What Standing in Queues teaches us about folly of consumer research… “if it's felt not thought, therefore it's not said”How Pub Seating Arrangements can improve Train Journeys… “you still feel seen and welcome if you're leaning on an edge”The Danger of The Internal Four Walls: “Use your eyes like you've never used them before”How to Make Your Pub Busy + Do Things That Don't Scale… “literally walk around your pub or restaurant and buy punters pints”How to create a BRANDQUAKE… “never forget the impact of human to human interactions”The Busy Rule: “If you can't be good when you're busy, you can't be good when you're not busy”Customer Acquisition vs. Customer Retention… “brands spend way to much time on customer acquisition vs. customer retention”Why Estate Agents don't let buyers speak to sellers + “why watering your garden plants increases the chance of selling your house”Waitrose's Inversion Communications Rule… “NEVER FORGET…what you don't do is also a form of communications”Tommy Hilfiger Bullshit Rule: “necessary level of bullshit for a necessary level of expenditure”Silent Irritants vs. Silent Pleasantries: how to use behavioural variability to make your customers incredibly happyDifferentiation requires something incredibly random… Rolls Royce Umbrellas in the car  ==============================================

Suivez le guide pas à pas pour construire un programme de Win/Loss Analysis qui vous permet de rentrer dans la tête de vos prospects et clients.On parle d'un programme qui aligne les équipes et influence les décisions business pour générer + de CA, + de satisfaction et - de churn. Avec Jade Vandelook, Head of CSM - Program Manager chez Diffly, on revient sur les étapes concrètes pour construire un programme utile, exploitable et durable.

Shannon discusses the importance of understanding key financial metrics, such as offer profit and operating profit, and their impact on overall business health. She introduces her five-step 'Profitable Scaling Playbook' and shares practical tips for managing cash flow and optimizing customer value.   Whether you're a small business owner or running a larger enterprise, this episode provides actionable advice to ensure you're not only earning well but keeping it too. Tune in to transform your financial management and build a more profitable and sustainable business.   This episode originally aired on Medspa Success Strategies Podcast: https://medspamagicmarketing.com/podcast/   What you'll hear in this episode: [1:40] The Profitable Scaling Playbook: An Overview [6:50] Common Financial Pitfalls and Solutions [13:30] Marketing Strategies for Med Spas [24:15] The Three-Visit Rule in Consumer Psychology [28:35] Creative Discount Strategies for Customer Retention [31:20] The Importance of Tracking and Data in Business [33:25] Responsible Debt Management for Business Growth [36:20] Cash Flow Management Tips for Business Owners [40:30] Key Habits of Successful Med Spa Owners   Check out the Medspa Success Strategies Podcast: https://medspamagicmarketing.com/podcast/   Learn more about our CFO firm and services: https://www.keepwhatyouearn.com/   Connect with Shannon: https://www.linkedin.com/in/shannonweinstein Watch full episodes: https://www.youtube.com/channel/UCMlIuZsrllp1Uc_MlhriLvQ Follow along on IG: https://www.instagram.com/shannonkweinstein/   The information contained in this podcast is intended for educational purposes only and is not individual tax advice. We love enthusiastic action, but please consult a qualified professional before implementing anything you learn.

In this episode, we dive into the challenge of keeping customers coming back to online stores.Gaurav Parvadiya, founder and CEO of Twinr.dev, shares how mobile apps are changing the game for brands. He explains how apps can drive engagement, repeat purchases, and long-term loyalty by reaching customers directly and offering a more personal shopping experience.He also reveals strategies for using mobile apps to boost customer retention and explains how no-code tools make creating an app easy and affordable.Topics discussed in this episode:  Why customer retention is more important than acquisition. What makes mobile apps different from mobile websites. How to get customers to download your app. Why push notifications are a powerful marketing tool. What a no-code app development process looks like. How to build an app in just 2-3 weeks. What the perfect customer for an app development is. How to use app data for informed decisions. What role loyalty programs play in a mobile app. Why AI is becoming vital for e-commerce. Links & Resources Website: https://twinr.dev/Shopify App Store: https://apps.shopify.com/twinr-mobile-builderLinkedIn: https://www.linkedin.com/in/gaurav-parvadiya/X/Twitter: https://x.com/twinrbuilderGet access to more free resources by visiting the show notes at https://tinyurl.com/4mf8nk7b______________________________________________________ LOVE THE SHOW? HERE ARE THE NEXT STEPS! Follow the podcast to get every bonus episode. Tap follow now and don't miss out! Rate & Review: Help others discover the show by rating the show on Apple Podcasts at https://tinyurl.com/ecb-apple-podcasts Join our Free Newsletter: https://newsletter.ecommercecoffeebreak.com/ Support The Show On Patreon: https://www.patreon.com/EcommerceCoffeeBreak Partner with us: https://ecommercecoffeebreak.com/podcast-sponsorship/

Comprenez (vraiment) vos clients grâce au programme Win-Loss. Fini les excuses "c'est trop cher", "C'est pas le bon moment". Jade Vandelook, Head of CSM - partage les clés pour récolter des insights fiables et enfin savoir ce que vos clients ne vous disent pas de prime abord.

Customer loyalty is great—but is it enough to keep your auto repair shop growing? In this Workshop Whispers episode of Whispering Loudly, Rachel Evans unpacks why repeat clients don’t always guarantee long-term success and why understanding customer attrition is key. Rachel shares insights on tracking data, maintaining a healthy marketing strategy, and encouraging word-of-mouth in a changing market. She also dives into the reality that up to 18% of your customer base may slip away each year and explains how to combat it with consistent engagement and smarter systems. If you’ve ever wondered why your workshop feels busy but growth has stalled, this episode offers practical steps to protect your margins, boost retention, and turn loyal customers into a sustainable foundation for your business. Whispering Loudly, The Workshop Whisperer's Podcast. Thanks to Titanium Sponsor, Mechanic Desk and Diamond Sponsor Ventavid. Find out more about the Workshop Whisperer -https://workshopwhisperer.com/ Want to find out how The Workshop Whisperer team can help put your auto repair shop on the path to business success? Head to https://www.workshopwhisperer.com/whisperingloudly to claim your free Workshop Success Session with the team.See omnystudio.com/listener for privacy information.

On today's episode, Dots Oyebolu welcomes Greg Smith, CEO and Founder of buntu.YOU. Greg shares insights from decades in experiential education and client retention, explaining how businesses can create authentic human connections that strengthen customer loyalty. He challenges traditional notions of branding, discusses why retention matters more than service, and shows how marketing with intention drives sustainable profits.Key Takeaways:00:00 Introduction.04:56 Customer retention depends on delivering authentic human experiences.10:35 Intentionality is the foundation for achieving meaningful business results.15:53 Web3H centers on humanity beyond technology and automation.19:18 Branding is about honoring promises, not creating masks.28:35 Human beings crave belonging, connection and significance.30:22 Direct mail is a quiet and powerful channel for marketing.35:08 Overwhelming customers with humanity creates stronger relationships.46:30 Consistency in client retention is strengthened by surprise and delight.50:48 Use data and insights to build confidence and prove success.Resources Mentioned:Greg Smithhttps://www.linkedin.com/in/greg-smith-shwbuntu.YOU | LinkedInhttps://www.linkedin.com/company/buntu-you/Buntu YOU | Websitehttps://buntu.com.au/Insightful Links:https://www.zendesk.com/blog/customer-retention/https://www.vastactioninc.com/blog/the-reinvigorated-appeal-of-handwritten-noteshttps://sendgrid.com/blog/retention-marketing/ Thanks for listening to the “Marketing Leadership” podcast, brought to you by Listen Network. If you enjoyed this episode, leave a review to help get the word out about the show. And be sure to subscribe so you never miss another insightful conversation. We appreciate the enthusiasm and support from our community. Currently, we are not accepting new guest interview requests as we focus on our existing lineup. We will announce when we reopen for new submissions. In the meantime, feel free to explore our past episodes and stay tuned for updates on future opportunities.#PodcastMarketing #PerformanceMarketing #BrandMarketing #MarketingStrategy #MarketingIntelligence #GTM #B2BMarketing #D2CMarketing #PodcastAds

When Experience Gets Rebranded Off the Menu What happens when a brand forgets that experience—not logos—creates loyalty? In this episode of A Shark's Perspective, Shark is joined by licensed therapist and social media influencer Trey Tucker to explore Cracker Barrel's controversial rebrand. Together they unpack the psychology of nostalgia, why customers revolt when traditions vanish, and how brands risk everything when they lean away from what makes them unique. Key Takeaways Protect the Experience – Great experiences create differentiation stronger than any logo. Marketing Can't Fix Everything – Operations, culture, and service matter more than cosmetic changes. Invest in What Lasts – $700 million spent on logos won't fix cold biscuits; true growth comes from food, service, and culture. If you want to understand the intersection of branding, psychology, and customer loyalty—this is an episode you don't want to miss.

In this dynamic episode of the Hospitality Hangout Podcast, we welcome Josh Kopel—award-winning restaurateur and hospitality strategist—for a deep dive into the latest hospitality trends and insider insights that are shaping today's food service industry. Josh shares his unique perspective on emerging brands making waves and how these innovations are redefining restaurant success in both QSR and full-service dining. With a blend of hard-won hospitality insights and entertaining moments, this conversation delivers practical takeaways for hospitality insiders eager to enhance profitability and sharpen their leadership skills.Whether you're in the trenches running a restaurant or managing operations at the corporate level, Josh's candid approach and evidence-based strategies will inspire you to think bigger and stay ahead in the competitive food industry! Episode Credits:Produced by: Branded Hospitality MediaHosted by: Michael Schatzberg, JImmy FrischlingProducer: Julie ZuckerCreative Director: Adam LevineShow Runner: Drewe RaimiPost Production: Three Cheers Creativewww.thehospitalityhangout.com

99% of acquisition deals fail, but Britton Langdon beat the odds when a sneaky AI scraper accidentally announced his stealth startup to 30,000 people.In today's episode of Bricks and Bytes, we had Britton Langdon and we got to learn about his journey from building M-Suite to launching BuildFactory, the hidden capacity problem in prefab shops, and why construction has more FOMO than any other industry... and many more!Tune in to find out about:✅ How he achieved 140% net retention at M-Suite before selling to Stanley Black & Decker✅ Why every prefab shop has hidden capacity but nobody talks about it✅ The marketplace approach to solving construction's supply and demand problem✅ Why construction companies fear missing out more than any other industryListen now on Spotify to hear how Britton is building the Airbnb for offsite construction and democratizing fabrication work across North America.Our Sponsor: Archdesk - “The #1 Construction Management Software for Growing Companies - Manage your projects from Tender to Handover” check archdesk.comChapters02:00 Welcome Back and New Beginnings04:59 The Launch of BuildFactory07:55 Building in Cedar Rapids: A Unique Perspective11:03 Understanding M Suite: The Journey13:43 The Decision to Sell: Timing and Strategy16:48 Customer Retention and Business Growth19:40 Pricing Models and Value Creation22:44 Navigating Acquisition Offers25:46 Diligence and Compliance in Acquisitions28:38 Lessons Learned for Future Ventures33:52 Exploring BeamFabField and Its Limitations36:25 Introduction to Build Factory and Its Ecosystem40:31 Addressing Supply and Demand in Prefabrication44:20 The Role of Prefabrication in Construction48:28 Building a Marketplace for Prefabrication53:10 Challenges and Strategies in Marketplace Development59:15 The Future of Build Factory and Market Trends

Visit ShopMarketingPros.com/chris to partner with a team that understands your business. Because every great shop deserves marketing that's just as great. Check out their podcast here: https://autorepairmarketing.captivate.fm/If you would like to join their private Facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermindIn In Episode 9 of "The Weekly Blitz," Coach Chris Cotton delivers a comprehensive overview of essential marketing and customer retention strategies specifically tailored for auto repair shop owners. He begins by stressing the importance of proactive marketing, explaining that waiting for customers to find you is no longer enough in today's competitive landscape. Chris details how leveraging digital tools such as Google My Business, Local Service Ads, search engine optimization (SEO), and targetEd digital ads...

Visit ShopMarketingPros.com/chris to partner with a team that understands your business. Because every great shop deserves marketing that's just as great. Check out their podcast here: https://autorepairmarketing.captivate.fm/If you would like to join their private Facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermindIn In Episode 9 of "The Weekly Blitz," Coach Chris Cotton delivers a comprehensive overview of essential marketing and customer retention strategies specifically tailored for auto repair shop owners. He begins by stressing the importance of proactive marketing, explaining that waiting for customers to find you is no longer enough in today's competitive landscape. Chris details how leveraging digital tools such as Google My Business, Local Service Ads, search engine optimization (SEO), and targetEd digital ads...

Today, we'll help you tackle the big question for entrepreneurs with startup ideas and jobs - when's it time to quit the job and focus on the startup full-time? You should think about this question the second you start working on an idea, and you should use the Skeptical Startup framework - a goal of $8k per month in 10 hours per week - as a guide. The Skeptical Startup framework is magical, and Brian will show how it'll help you focus with an example startup.  TackleboxIdea to Startup NewsletterIdea to Startup BotFarnam Street - Surface AreaThe AlchemistNatalie Imbruglia - Torn00:30 When to Quit Your Job03:25 Life Expenses Excel Sheet04:05 The Skeptical Startup Framework06:25 The Idea: Home AV Improvements07:44 Smooth Jazz08:22 The Logistics of $8k11:26 An AV Marketplace12:46 Reduce the Surface Area15:27 The Search16:30 A Lead for the AV Startup19:16 The End - Your Goals19:26 A Goal Framework

Send us a textIn this episode of Imperfect Marketing, host Kendra Corman welcomes Paul Schmidt, a digital marketing strategist and CRM optimization expert from SmartBug Media. Paul brings a unique perspective to the conversation, having transitioned from a career in music to becoming a full-funnel marketer focused on solving complex customer challenges.Together, they dive into how businesses—especially small to mid-sized ones—can better leverage CRMs and customer marketing to drive real business growth.Common Pitfalls in CRM ImplementationWhy choosing a CRM based on competitors' choices can backfireThe importance of mapping out goals and processes before selecting a toolHow poor data hygiene sabotages CRM successWhy your CRM must reflect where your business is today, not 10 years agoRethinking the Role of CRMThe value of a “single source of truth” for customer dataHow a CRM bridges marketing, sales, and customer successThe cost of fragmented data: lost productivity and missed opportunitiesWhy understanding the customer journey post-sale is just as importantBuilding a Culture Around Customer MarketingWhy most companies underinvest in current customers and social proofHow to shift from new-logo obsession to full-lifecycle marketingThe challenges of measuring customer marketing—and why it's still worth itReal-world strategies to surface and capture meaningful client storiesCreating a Case Study PipelineTreating case studies like a sales process: stages, approvals, publishingHow five-star reviews can feed your customer story engineManaging internal alignment with CSMs and account managers to gather testimonialsWhat to do when clients say “no” to using their logo (hint: anonymize it!)Key Takeaways for Marketers and Business OwnersAlways start with your goals, not the techUse CRM to unify and elevate—not just automateCustomer success stories are marketing gold, but require intention and processEveryone on your team—from sales to support—can contribute to your social proof engineBonus Wisdom: Discovering Your Marketing SuperpowerPaul shares his biggest lesson learned in marketing: the importance of discovering and developing your "superpower"—whether that's SEO, CRM implementation, or AI. He encourages professionals at every stage of their career to become known for something specific, then evolve it over time to stay relevant and valuable.Whether you're just starting with a CRM or ready to scale your customer marketing efforts, this episode is packed with actionable advice to help you make smarter, more strategic decisions.Are you ready to stop phoning in your CRM and start building a foundation for future growth? Tune in now and learn how!Connect with Paul Schmidt:Website: https://www.smartbugmedia.com/LinkedIn: https://www.linkedin.com/in/drumming/Youtube: Looking to leverage AI? Want better results? Want to think about what you want to leverage?Check and see how I am using it for FREE on YouTube. From "Holy cow, it can do that?" to "Wait, how does this work again?" – I've got all your AI curiosities covered. It's the perfect after-podcast snack for your tech-hungry brain. Watch here

How Pennant Moldings Uses AI and Traditional B2B MarketingB2B Marketing Excellence & AI Podcast with Donna PetersonIndustrial marketing isn't like selling shoes or software. It takes time, trust, and a strong understanding of how real relationships drive long-term results.In this episode, I sit down with Brian Contini, VP of Sales and Marketing at Pennant Moldings, to hear what's actually working for their team right now. We talk about how they're combining traditional methods—like trade shows and in-person visits—with smart use of AI to support research, improve outreach, and build stronger customer connections.Whether you're in metals, plastics, or any industrial space, this episode is full of practical takeaways you can use right away.Top 5 Topics We Cover:Why traditional marketing still works—and when to use itHow Pennant is using AI to streamline sales researchWhat's working in email marketing todayThe importance of knowing your audience in technical industriesHow to maintain trust while integrating new tools like AIWhat You Can Do Today:Revisit your email outreach—are you focusing on the recipient's challenge first?Identify one traditional tactic (like trade shows or phone calls) that deserves renewed attention.Choose one AI tool that could save you time with research or outreach—start testing it in a small way.Talk to your sales team: Where do they feel AI supports their efforts—and where does it get in the way?Let's keep the conversation going:How are you helping your industrial brand stand out and build stronger relationships?Leave a comment, send me a message, or reach out at dpeterson@worldinnovators.com. I'd love to hear what's working for you.If this episode helped you in any way, consider leaving a quick review. It helps us continue sharing real strategies that support industrial brands doing meaningful work.

Meet Chuck Ganapathi, the new CEO of Gainsight!In this special episode of [Un]Churned, host Josh Schachter sits down with Gainsight's outgoing CEO Nick Mehta and his successor, Chuck Ganapathi, to mark a pivotal leadership transition. Nick reflects on his 13-year journey building Gainsight into a category-defining company, the lessons he's learned navigating growth, and why now is the right time to hand over the reins. Chuck shares his gratitude for the opportunity, the deep trust he and Nick have built over decades of connection, and his vision for the company's next chapter—one shaped by AI, customer success innovation, and a human-first culture.Timestamps0:00 - Welcome & The Big Announcement2:25 - Why Nick Is Stepping Down3:54 - Lessons from Private Equity & Building a Lasting Company6:23 - Chuck on becoming the NEW CEO7:10 - How Nick & Chuck First Met (Stanford Days & Startup Stories)16:25 - Why Chuck Was the Obvious Choice for CEO21:12 - CEO Transitions as Turning Points25:40 - Human-First Leadership & Gainsight's Mission28:20 - What's Next for Customer Success in the Age of AI 34:12 - Will AI Replace CSMs? (Nick & Chuck's Take)36:42 - Looking Ahead: The Next Chapter of Gainsight38:52 - Fun Facts About Chuck (Heartthrob, Tennis & Shopping!)44:34 - Final Words: Legendary & Transformational Futures

This week, we're talking about something that can transform your business from the inside out—customer retention Join us each week for a brand new bonus Extra Point episode. In less than 5 minutes, you'll get additional insights about the psychology of leadership and management from the producers of the Manage Smarter podcast. Find all of the Manage Smarter episodes on ManageSmarter.com Learn more about your ad choices. Visit megaphone.fm/adchoices

Send us a textReady to inject some punk spirit into your customer experience? In this episode of the Customer Success Playbook, Adrian Swinscoe joins Roman Trebon to explore the delicate art of reducing friction without losing that vital human touch. From the bustling cultural tapestry of Edinburgh's Fringe Festival to personal tales of rock climbing and postponed trips to Japan, Adrian sets the stage with personality before diving into why not all friction is bad. He reveals why some “effortful” moments between a brand and its customers actually build loyalty, and how removing them in the name of efficiency can backfire spectacularly. If you're looking to refine your customer journey without sterilizing it, this episode serves up the perfect balance of practical wisdom and a punk attitude.In a world obsessed with streamlining every process, this episode is a refreshing reminder that operational efficiency is not always the hero of customer success. Adrian Swinscoe brings a nuanced perspective: friction isn't the bogeyman it's often made out to be. By distinguishing between “good friction” — those meaningful touchpoints that enrich customer relationships — and “bad friction” that truly hinders progress, organizations can avoid the pitfall of a too-easy, yet emotionally barren, experience. His example of a company that saw sign-ups soar but retention dive thanks to over-simplification is a cautionary tale for businesses tempted to sanitize their customer journey too aggressively.The actionable takeaway? Approach your customer journey analysis with deliberate care and use data combined with direct customer feedback to fine-tune that balance. This means digging deep into customer stories and operational metrics to identify where technology should speed things up and where human moments need to be preserved or even amplified. Adrian's advice serves as a critical chapter in your customer success playbook, fueling smarter decisions that respect both business goals and the emotional dynamics that bind customers to your brand.Bonus: His reflections on rock climbing as a meditative, focus-driven hobby provide a clever metaphor for the customer success journey itself—it's about balance, precision, and the right amount of challenge.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Nathan brings Chris Magaña, the Money Nerd, back on to talk about the intricacies of capital investment, the evolving landscape of IPOs, and creative financing solutions for entrepreneurs. Also, Chris's experiences with one's business model and exploring non-dilutive funding options to ensure sustainable growth.  Guest Name: Chris Magaña Title: Private Wealth Manager Company: IMS Capital Company Website: ‪https://imscapital.com/ Personal Website: https://chrismagana.com/ LinkedIn: https://www.linkedin.com/in/chrismagana/   Watch the full YouTube Video. Watch the Podcast Shorts. 

This episode is brought to you by ⁠⁠⁠⁠⁠⁠⁠⁠Boulay, the industry standard for Quality of Earnings, tax, and audit services, serving search fund entrepreneurs for 20+ years⁠⁠⁠⁠⁠⁠⁠⁠*This episode is brought to you by ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Oberle Risk Strategies⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠: Insurance Broker and Insurance Due Diligence Provider for Search Funds and Other Small-to-Medium-Sized Businesses⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠  *  Today we take a deep dive into the concepts of customer retention and revenue quality in recurring revenue businesses. To help me unpack these ideas, I'm joined by Craig Zingerline, a serial entrepreneur who is now an advisor and mentor to a wide array of startups and technology companies. Among other things, we cover:A deep dive into the most common retention metrics, including which are most and least informativeSituations in which high retention metrics might actually tell you that something is wrong within the businessThings that he looks for that tend to be predictive of future customer retentionWhether he cares about the difference between voluntary and involuntary churnHow he thinks about software companies with high levels of service revenueWhether transactional revenue ought to be valued the same as per-user revenueAnd what else he looks at to evaluate the revenue quality of any given recurring revenue businessPlease enjoy!

Episode 176: Get our no-fluff training on how to build a profitable online business: https://app.digitaltrailblazer.com/register-launch-scale Many online business owners are stuck in the expensive cycle of constantly chasing new customers while struggling with high refund rates, chargebacks, and one-time buyers who never purchase again. This approach is not only the most costly way to grow, but it also creates unsustainable businesses dependent on unpredictable traffic sources.In this episode, Kaci Brown teaches us how to build genuine trust that transforms one-time buyers into loyal brand evangelists. She shares practical strategies for creating feedback loops, implementing proper onboarding systems, and leveraging AI to provide ongoing customer support that keeps clients engaged and spending more over time.About Kaci Brown: Kaci is a mom of 4, business coach, entrepreneur, an eternal free-spirited optimist, and host of the Amplify My Impact podcast. Her passion is simple: helping purpose-driven leaders like you cut through the noise, stop overthinking, and build businesses that align with their values and goals.For years, Kaci has worked with entrepreneurs who felt stuck—trapped in their own heads or overwhelmed by everything on their to-do list and ever-expanding vision, and here's what she's learned: the secret to real progress isn't about doing more—it's about unapologetic soul-alignment; getting clear, staying focused, and showing up consistently.Connect with Kaci:https://amplifymyimpact.com/ https://www.facebook.com/AmplifyMyImact https://www.facebook.com/KaciBrownHQ/ https://www.instagram.com/kacibrownhq/ https://www.youtube.com/@kacibrown3217Want 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

In this episode, Jeff Smith and Shawn Rider break down the importance of tracking the right KPIs in business. They discuss how focusing on the right metrics, such as profit, effective hourly rate, and customer retention, can lead to a more stable and successful business. From revenue to employee retention and ROI, they explain why vanity metrics can be misleading and how business owners should focus on the KPIs that truly drive growth. Don't miss out on understanding which KPIs matter most for your business success.Timestamps: [0:00] - Introduction: Importance of KPIs in business[1:10] - Defining Key Business Metrics[3:30] - Tracking Profit and Effective Hourly Rate[5:00] - Customer Retention: A Key KPI to Track[7:00] - How to avoid vanity metrics[9:00] - Building a System to Track KPIs[12:00] - Conclusion and Why You Should Start Tracking KPIs Today Key Takeaways:Tracking the right KPIs is essential to business success.Focusing on metrics like profit, effective hourly rate, and customer retention drives growth.Avoid vanity metrics that don't contribute to your business's bottom line. Resources:Tactical Empire Community: Join our community for more tips and discussions on KPIs and business growth.Book Recommendation: Operation Wealth by Jeff SmithInfinite Banking: Learn more about this strategy for building wealth. 

What does it take to build a skincare brand that not only survives but thrives for over two decades in one of the most competitive markets? In this powerful episode, Stefan Kalu, CEO and owner of Dr. Brandt Skincare, shares the remarkable journey of how a dermatologist's vision became a $100M+ beauty empire that pioneered the "doctor skincare" category. From surviving the tragic loss of their founder to navigating COVID-19 and a complete brand revamp, Stefan reveals the strategies, mindset, and bold decisions that kept Dr. Brandt at the forefront of innovation while staying true to their core mission: "Take the doctor home with you."—Sponsored by OMG Commerce - go to (https://www.omgcommerce.com/contact) and request your FREE strategy session today!—Chapters: (00:00) Introduction to Dr. Brandt Skincare(03:27) The Unique Aspect of Dr. Brandt Products(07:10) Notes on Product Positioning (09:31) Balancing Clinical Authority and Accesibility(12:21) Longevity and Staying Relevant in the Skincare Market(16:16) Strategies for Customer Retention and Loyalty Programs(21:21) Innovative Research and Development Practices(26:55) Attracting Customers & Storytelling in Marketing(30:59) Stephane's Journey to CEO(36:14) Mental Health Advocacy and The Dr. Brandt Foundation—Connect With Brett: LinkedIn: https://www.linkedin.com/in/thebrettcurry/ YouTube: https://www.youtube.com/@omgcommerce Website: https://www.omgcommerce.com/ Relevant Links:Stephane's Instagram: https://www.instagram.com/stephanecolleu/Dr Brandt's Website: https://www.drbrandtskincare.com/Past guests on eCommerce Evolution include Ezra Firestone, Steve Chou, Drew Sanocki, Jacques Spitzer, Jeremy Horowitz, Ryan Moran, Sean Frank, Andrew Youderian, Ryan McKenzie, Joseph Wilkins, Cody Wittick, Miki Agrawal, Justin Brooke, Nish Samantray, Kurt Elster, John Parkes, Chris Mercer, Rabah Rahil, Bear Handlon, JC Hite, Frederick Vallaeys, Preston Rutherford, Anthony Mink, Bill D'Allessandro, Stephane Colleu, Jeff Oxford, Bryan Porter and more

In this final episode of the 10 Steps to the Sale series, Jen brings the energy and strategy you need for Steps 9 and 10—Vehicle Delivery and Follow-Up & Referrals. Learn how to turn a handoff into a celebration that gets shared on social (yes, you need a ring light

Steps on Improving Customer Retention for Insurance: 5 Proven Strategies

Alex Quin and Michelle Chia break down a complete marketing strategy for taco restaurants—from naming and branding to launch tactics, special events, social media content, AI tools, influencer campaigns, and customer retention. Emphasizing the importance of storytelling, consistent brand voice, data-driven decisions, and team culture, they offer actionable advice for creating a successful restaurant brand. With tips for pre-launch hype, engaging content, SEO tactics, and local outreach, the episode is packed with practical insights for anyone in the hospitality space.Episode Outline:[00:00:00] Welcome + Overview: Restaurant Marketing Strategy[00:03:30] Naming, Branding, and Domain Setup[00:10:00] Identifying and Speaking to Your Core Audience[00:15:00] Storytelling Through Decor, Food, and Staff[00:22:00] Menu, Ambiance, and Event-Based Differentiation[00:30:00] The Importance of Brand Voice and Hook Writing[00:36:00] Leveraging AI and Custom GPTs for Content and Analysis[00:44:00] Tech Stack Must-Haves Before Opening[00:48:00] Pre-Launch Timeline and Content Plan[00:55:00] Setting Up Systems for Email, SMS, Reservations[01:01:00] Paid Ad Structure + Organic Content Planning[01:07:00] Customer Retention and Avoiding Common Pitfalls[01:12:00] Final Tips + How to Stand Out Long-TermWisdom Nuggets:Know Your Audience: You can't serve everyone. Define specific customer personas and tailor your menu, messaging, and ambiance to those profiles.Brand Voice is Everything: Decide how your restaurant sounds—sarcastic, witty, warm, or blunt—and stay consistent across all platforms and content.Use AI to Scale Smart: Leverage tools like ChatGPT to streamline your content, respond to reviews, and analyze OpenTable data for better marketing decisions.Build Culture, Not Just Food: Great food won't carry your brand if the team's morale is low. Happy employees and genuine service are core to customer retention.Create Experience, Not Just Meals: From events and unique cocktails to birthday specials and storytelling, experiences drive loyalty and word-of-mouth buzz.Power Quotes"People come back not just for food, but for how they felt." - Alex Quin"Use your data. That's where your real marketing edge is." - Alex Quin"Make sure your branding is consistent across everything—domain, socials, emails. - Michelle Chia"Behind-the-scenes content builds trust. Show the human side." - Michelle Chia"If your team isn't trained, you're leaving thousands on the table every day." - Michelle ChiaConnect with Michelle:Instagram: (https://www.instagram.com/michellechia)Twitter: (https://x.com/michellechiaaa)LinkedIn: (https://www.linkedin.com/in/michelle-chia1/)TikTok: (https://www.tiktok.com/@michellechiaa)Connect With the Podcast Host Alex Quin:Instagram: (https://www.instagram.com/alexquin)Twitter: (https://twitter.com/mralexquin)LinkedIn: (https://www.linkedin.com/in/mralexquin)Website: (https://alexquin.com)TikTok: (https://www.tiktok.com/@mralexquin)Our CommunityInstagram:(https://www.instagram.com/hustleinspireshustle)Twitter: (https://twitter.com/HustleInspires)LinkedIn: (https://www.linkedin.com/company/hustle-inspires-hustle)Website: (https://hustleinspireshustle.com)*This page may contain affiliate links or sponsored content. When you click on these links or engage with the sponsored content and make a purchase or take some other action, we may receive a commission or compensation at no additional cost to you. We only promote products or services that we genuinely believe will add value to our readers & listeners.*See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Lightning Round: Top 10 Ways to Fill a Dry Pipeline Question: Mike from San Diego asks, “I am the CRO of a large DME company and we have been experiencing strong growth—organic and through acquisitions. And experiencing all that comes with that: disorganization, constant shifts in strategy and structure and I am really worried we have lost our focus on keeping customers. We have no problems getting new customers, but I am really worried about our retention rate. How do I get my team to focus on both? and should I? Love the show by the way - make my entire team listen to it.” Book: How to Get a Meeting with Anyone by Stu Heinecke  

In this episode, Dan Sixsmith interviews Stevie Case, the CRO of Vanta, discussing her unique career journey, the current state of B2B sales, and the importance of customer retention and growth strategies. They explore how Vanta integrates AI into its solutions and the significance of building a personal brand in sales. Stevie shares insights on leadership, motivating diverse teams, and her definition of success, emphasizing the importance of passion and authenticity in sales.TakeawaysVanta focuses on trust management, compliance, and security.Stevie's role as CRO involves driving top-line revenue growth.Sales should prioritize delivering customer value and building trust.AI is transforming the way businesses operate and sell.Stevie's journey from gaming to tech highlights the importance of leaning into discomfort.Leadership today requires adapting to an AI-driven landscape.Motivating teams involves showing up and sharing a clear vision.Building a personal brand is crucial for sales professionals.Authenticity in social media can enhance professional relationships.Success is defined by having a rich and interesting life.Chapters00:00 Introduction to Vanta and Stevie Case's Role04:22 The State of B2B Sales Today10:05 Customer Retention and Growth Strategies13:09 Integrating AI into Business Solutions16:48 Stevie Case's Unique Career Journey26:41 Leadership Evolution and Style29:28 Motivating a Diverse Team32:24 Building a Personal Brand in Sales35:38 Influences and Definitions of Success

Learn how to scale beyond seven figures using podcast-driven growth Everyone's chasing the latest marketing tricks while I've been watching smart business owners quietly use one simple strategy to close huge deals. In this episode, I sit down with Tom Hunt to share the truth about B2B podcasting that most people get wrong. We talk about how his 11th podcast guest became a $2M client before the episode even went live, why 97% of your prospects aren't ready to buy right now, and the 7-hour rule that can cut your sales time in half. This isn't about making content - it's about making money. Tom Hunt runs Fame, the B2B podcast company that helps businesses like Gong, Canva, Paddle, and Zendesk grow behind the scenes. He found this secret while working in marketing and turned it into a simple system that turns every podcast recording into a sales meeting. What I love about Tom is he doesn't just talk about making money from podcasts - he shows you exactly how to turn your show into a machine that brings in clients. KEY TAKEAWAYS: The real money in B2B podcasting comes from your guests becoming customers, not from building a huge audience of listeners. You can get ROI from podcasting in the short term by inviting potential customers and partners as guests on your show. 97% of your market isn't ready to buy right now, so you need a strategy to capture them when they are ready to purchase. Consumption drives conversion - prospects who consume 7+ hours of your content are much more likely to buy from you. One podcast episode can create weeks of content across social media, email, and other marketing channels. B2B podcasting is the hardest content to grow but the most valuable because you get 30-60 minutes of someone's undivided attention. Before you focus on getting more leads, fix your customer retention first because keeping clients is the foundation of growth. The best podcast positioning combines a clear niche (who you serve) with a unique edge (what makes you different from everyone else). Growing your business is hard, but it doesn't have to be. In this podcast, we will be discussing top level strategies for both growing and expanding your business beyond seven figures. The show will feature a mix of pure content and expert interviews to present key concepts and fundamental topics in a variety of different formats. We believe that this format will enable our listeners to learn the most from the show, implement more in their businesses, and get real value out of the podcast. Enjoy the show. Please remember to rate, review and subscribe to the podcast so you don't miss any future episodes. Your support and reviews are important and help us to grow and improve the show. Follow Charles Gaudet and Predictable Profits on Social Media: Facebook: facebook.com/PredictableProfits  Instagram: instagram.com/predictableprofits Twitter: twitter.com/charlesgaudet LinkedIn: linkedin.com/in/charlesgaudet Visit Charles Gaudet's Wesbites: www.PredictableProfits.com

Points of Interest0:00 – 1:05 – Introduction: Marcel introduces Stephen Neville, CEO of BugHerd, highlighting his background in agency work and his transition into running a SaaS company that helps agencies streamline QA and client feedback.2:24 – 3:10 – The Dream of SaaS: Marcel and Stephen discuss the allure many agency owners feel toward building a product, inspired by success stories like 37signals—often without fully grasping the implications.5:30 – 7:10 – Major Model Differences: Stephen outlines key contrasts between service and product businesses, including delayed ROI in SaaS, the shift from clients to customers, and the challenge of proving value before seeing returns.8:02 – 9:09 – Saying No at Scale: Product businesses require frequent, disciplined “no's” to user feedback—unlike services, where agencies are more likely to say yes. This shift is critical to managing scope and long-term product health.10:14 – 11:02 – Why Agencies Want to Pivot: Common motives include stabilizing revenue, creating proof of expertise, and giving teams opportunities for skill development—though not all transitions are strategically sound.13:19 – 14:04 – Common SaaS Misconceptions: Marcel highlights flawed assumptions—such as SaaS needing less human capital or being less client-facing—debunking the idea that software removes the need for people.16:20 – 17:01 – SaaS Risk Profile: The risk and financial exposure of building SaaS is often underestimated, with founders needing to endure potentially years of losses before seeing profitability.21:15 – 22:53 – Lessons to Apply in Services: Stephen emphasizes adopting the SaaS discipline of qualifying and deflecting misaligned client requests, to protect team capacity and maintain healthy utilization.24:01 – 24:59 – Productization Without Code: Agencies can create repeatable, value-rich offerings by productizing existing services—without building software—through structured, process-driven deliverables.28:29 – 30:20 – The Real MVP Framework: Marcel shares his “Three Ps” framework—Problem, Point of View, and Process—as the true foundation for product development, arguing services are the best way to validate solutions.33:01 – 34:46 – Services as a SaaS Growth Lever: Stephen explains how services improve acquisition, onboarding, and retention—especially for enterprise clients—making them a strategic tool, not a liability.35:46 – 37:25 – Monetizing Services in SaaS: The conversation closes on the growing trend of SaaS companies charging for implementation and support, reframing these formerly free functions as value-rich offerings worth paying for.Show NotesConnect with Stephen via LinkedInWebsite – Bugherd.com

The rules of the game have changed—and brands that want to win in 2025 need to play smarter, not just harder. With persistent inflation, rising tariffs, and shifting expectations, just repeating 2024 strategies won't get the job done. In this high-impact episode of Real Talk About Real Marketing, we explore how Adobe + Acxiom turn uncertainty into opportunity. You'll hear real-world examples and actionable strategies for driving loyalty, efficiency, and growth—even in unpredictable times. Thanks for listening! Follow us on Twitter and Instagram or find us on Facebook.

Nate Littlewood, fractional CFO and mentor, is on today's episode to shed some light on the 3 most common financial challenges that affects most e-commerce entrepreneurs and talks about how to fix them. He talks about the ways you can optimize inventory, cash flow, and reduce overhead costs.  Get mystery shopped for your brand and 2 competitors of your choice FOR FREE! Stord will provide a detailed report that outlines the specific areas you are out performing your competitors and where your competitors are outperforming you. Learn how your consumers truly experience your brand today! Cash flow is king when it comes to e-commerce businesses.  More often than not business owners need to use debt to order more inventory, while keeping the price the same.  Does that really make sense if all your profit ends up going to your SBA loan leaving you with nothing?  It doesn't.  That's why in today's episode we have Nate Littlewood on the podcast. He's a fractional CFO with a background in finance, and he helps e-commerce entrepreneurs figure out how they can improve their finance literacy. He's on the podcast today to talk about the 3 ways e-commerce businesses can improve their profit margins so they  can start feeling their bank accounts grow.    The Big Takeaways Many entrepreneurs have most of their cash flow tied up in inventory, making business cash flow a huge struggle.  Fixing inventory can be an easy way to gain back some cash flow which makes your business more nimble and adaptable. Every now and then, you should assume that your SaaS budget is zero and make a case for why certain tools need to be purchased again. The 80-20 rule or The Pareto principle should help you with deciding which products to axe and which to keep. Offering more product variations does not lead to linear increased sales. Having low cash flow stops your business from growing faster than it could. Investing in supply chain optimization can also free up cash flow for your business. Timestamps 00:00 - Introduction to Financial Challenges in E-commerce 03:02 - Understanding Inventory Management and Cash Flow 18:48 - Optimizing Indirect and Overhead Costs 25:02 - Negotiating Discounts and Customer Retention 26:29 - Identifying Overspending in SaaS and Marketing 28:23 - The Importance of Inventory Management 30:40 - The Unsexy Side of Business Operations 32:00 - Applying the Pareto Principle to Product Portfolios 39:00 - The Dangers of Overcomplicating Product Offerings 41:03 - Focusing on Strengths and Delegating Tasks 44:28 - Helping Founders Achieve Financial Clarity Guest Resources Nate Littlewood's Website Nate's Free Cash Flow Improvement Course Nate LinkedIn Page As always, if you have any questions or anything that you need help with, leave a comment down below if you're interested. Don't forget to leave us a review on iTunes if you enjoy our content. Thanks for listening! Until next time, happy selling!

We all know that it's so much easier to keep your existing clients rather than constantly hustle for new ones, so this week Rachel & Lynne are chatting with customer retention expert Nadine Nethery. Nadine, an audience-driven copywriter and retention strategist, discusses the importance of retaining clients over constantly hustling for new ones. It's a great episode, as Nadine shares insights on: How to create personalised customer experiences Using tools for personal video messages Automating customer touchpoints with email marketing platforms. The value of referral partner programs  How AI is impacting freelance copywriters How freelancers can position themselves as strategic partners rather than transactional vendors Listen to Nadine's podcast, What Would They Do here: https://podcasts.apple.com/au/podcast/what-would-they-do-the-customer-experience-podcast/id1796323283 Connect with Nadine at www.candocontent.com And find her Virtual Scratchie Card: https://link.candocontent.com/content-byte-scratchie   Visit The Content Byte website for a transcription of this episode:  https://thecontentbyte.com/episodes/    Find Lynne www.lynnetestoni.com   Find Rachel www.rachelsmith.com.au      Rachel's List www.rachelslist.com.au      Thanks (as always) to our sponsors Rounded (www.rounded.com.au ), an easy invoicing and accounting solution that helps freelancers run their businesses with confidence. Looking to take advantage of the discount for Rachel's List Gold Members? Email us at: hello@rachelslist.com.au for the details. Episode edited by Marker Creative Co www.markercreative.co 

In the continuation of the interview from Ep #158, Hunter Conley discussed his business, Fresh Start Pet Waste Removal, in the Austin Texas area. His technicians handle 24-28 jobs per day, generating $470-$800 daily. He pays his employees $23/hour, emphasizing fairness and retention. Hunter also shared his marketing agency, Rise Ads Marketing, which serves home service clients, offering Facebook ad management, lead process consulting, and more. Erica shared her personal journey to sobriety and faith, highlighting the importance of structure and support in achieving success. Both emphasized the value of balancing business with personal life and giving back to the community. Part 2 of 2. Connect with Hunter: https://freshstartpetwasteremoval.com/ Comments and Questions are welcome.   Send to: thescooppodcast22@gmail.com

What if you could scale meaningful relationships—without sacrificing authenticity? In this second part of my conversation with Patrick McCullough, President of Hallmark Business Connections, we talk about how B2B companies can use tools like AI and ChatGPT to enhance personalization without losing the heart of what matters: trust, care, and connection.Patrick shares how companies are balancing automation with empathy and gives practical advice for leaders who want to deepen relationships with customers, employees, and partners—even in fast-paced or high-volume environments.We also explore what makes Hallmark's approach so unique: they don't just help brands say the right things—they help them mean it. If you're wondering how to bring more purpose and humanity into your day-to-day business practices, this episode is for you.

Ready to transform your customer retention from 3.5 months to 15 months with just five emails?In this tactical deep dive, George Bryant returns to share the exact frameworks he has used to scale companies from $1 million per month to $2 million per day. We explore the three critical mistakes that can kill your customer journey (dubbed the "Triangle of Poop" by George's 8-year-old), and unveil the APPLE communication framework that has revolutionised how businesses build relationships at scale. Whether you're selling supplements, software, or socks, these proven strategies will help you plug the leaks in your business and create customers for life.The Zone of Doubt: When Customers Fall Into Black HolesThe first mistake in the Triangle of Poop is creating what George calls "zones of doubt"- those moments when customers are emotionally invested but encounter a communication black hole.If you've ever put your email address in for a lead magnet on the internet... you get to your inbox and it's not there. What feeling pops up? You get upset. Now do you think you're going to have a seamless experience or be as excited to consume that lead magnet?Common black holes include:Lead magnets that never arriveOrder confirmations that don't acknowledge what was purchasedDMs promising links that arrive days laterPost-purchase emails pushing unrelated productsThe impact? Immediate erosion of trust. As George explains, humans create unspoken contracts with each other - when you break these, you break the relationship before it even begins.The Ego Journey and Why "I" Language Kills ConversionsThe second critical mistake is falling into the ego trap—focusing on your story instead of the customer's transformation.George's brilliant example contrasts two approaches to a skincare welcome email:The Ego Version: "Hey Jane, thank you so much for buying our product. My name is George. I've spent the last 14 years of my life scouring the jungles of Costa Rica..."The Customer-Focused Version:Hey Jane, how does it feel to have healthier skin, and we haven't even shipped your product yet? Truthfully, our commitment to you is to help you glow from the inside out, even if you don't use our product...The difference? One makes it about the founder's journey; the other makes it about the customer's transformation. Remember: customers don't care about your story until they've rewritten theirs.The Fire Hose: Death by Information OverloadThe third mistake is overwhelming customers with too much information at once, which George refers to as the "fire hose effect."Using the parent-child morning routine as an analogy, George illustrates why micro-commitments work better than information dumps:If my son wakes up tomorrow morning at 5 am, and I say, 'Hey bro, we have to leave at 7:30. I need you to brush your hair, brush your teeth, pack your backpack, eat your breakfast, make your bed, check your homework, and meet me at the car...' What are my chances of success? Zero.Instead, successful customer journeys break down the process:Give bite-sized tasksBuild confidence with each stepCreate buy-in through progressionCelebrate small wins along the wayThe APPLE Framework: Your Blueprint for 10x RetentionGeorge's APPLE framework transformed a supplement company from $75 LTV to $744 LTV using just five emails:A - Acknowledge: Close the emotional loop and confirm they made the right choiceP - Prepare: Set clear expectations and reduce uncertaintyP - Project: Paint the vision of their future...

Show Highlights: Understand the centrality of customer retention in M&A success. [00:47] The importance of defining retention goals as explicit data-driven targets. [02:43] How to identify the customers to prioritize in retention strategies. [04:18] Why first-year post-deal retention is not predictive. [05:57] Growth and retention as “both/and” objectives explained with M&A math. [11:49] The value of anchoring retention and growth plans in existing customer realities. [15:21] Three core takeaways to capitalize on the increased M&A activity in ag. [19:28] If you are interested in connecting with Joe, go to LinkedIn: https://www.linkedin.com/in/joemosher/, or schedule a call at www.moshercg.com.

In this short segment of the Revenue Builders Podcast, we revisit the discussion with George Mogannam, CRO of Celigo, to explore the foundational gaps that hinder scalable growth—particularly in recruiting, onboarding, and team cohesion. George unpacks what most companies miss when trying to scale, including the absence of ideal hiring profiles, lack of onboarding discipline, and broken internal processes. He also emphasizes the power of in-person connection, the hidden cost of remote culture, and the importance of aligning internal teams during growth surges.KEY TAKEAWAYS[00:00:25] Common Gaps in Scaling Sales Teams: Many organizations lack ideal hiring profiles, onboarding processes, KPIs, and operational rhythms.[00:01:40] Remote Work's Cultural Void: Remote work has eroded the informal peer-to-peer learning and camaraderie critical to high-performing sales teams.[00:02:37] Why In-Person Teams Outperform: George shares research that shows 4x higher churn in remote teams versus co-located ones—highlighting the need for centralized sales orgs.[00:03:37] The True ROI of Sales Kickoffs: More than training, it's the peer interaction, story-sharing, and cross-learning that drive culture and performance.[00:04:30] The Overlooked Bottleneck in Scaling: Many CROs underestimate internal readiness for hiring sprees, especially around slow offer letter processes and internal misalignment.[00:06:59] Fixing Internal Bottlenecks: George details how his team automated contract counter-signatures to reduce booking delays and avoid customer disruptions.QUOTES[00:01:14] “There's a sales process, but no one's really utilizing it… there's no discipline around it.”[00:02:01] “You will get four times higher churn when everybody's remote versus when people are together.”[00:03:37] “The priceless part comes from them all engaging together... more powerful than all the formal training.”[00:04:59] “Companies don't realize they're a walking audition for what it's going to be like to work for them.”[00:06:41] “That's how you burn cash in an organization—when internal readiness doesn't match external hiring urgency.”[00:07:27] “If the order isn't executed at the proper time, we can accidentally shut the customer off.”Listen to the full conversation through the link below.https://revenue-builders.simplecast.com/episodes/scaling-high-growth-sales-organizations-with-george-mogannamEnjoying the podcast? Sign up to receive new episodes straight to your inbox:https://hubs.li/Q02R10xN0Check out John McMahon's book here:Amazon Link: https://a.co/d/1K7DDC4Check out Force Management's Ascender platform here: https://my.ascender.co/Ascender/

Is that $20 fee really worth losing a $7,000 customer?In this episode of the Profit Cleaners Podcast, Brandon Schoen tackles a common mistake that's quietly costing cleaning business owners thousands—charging customers extra for skipped cleans or changes in service frequency.Sparked by a lively debate in the Profit Cleaners Facebook community, Brandon breaks down why prioritizing short-term profits over long-term relationships can sabotage your brand's growth. Backed by real data and examples from his own highly successful cleaning business, he shares a better approach: focus on customer lifetime value, build remarkable experiences, and create loyal, long-term clients.In this episode, you'll learn:Why customer retention matters more than minor service feesHow to calculate and protect lifetime customer value (LTV)The hidden ROI of surprise-and-delight momentsWhen to be flexible, when to set boundaries—and how to do both smartlyHow premium service leads to long-term profitabilityWhether you're just starting out or looking to scale, this episode will shift your mindset and give you practical tools to build a resilient, customer-first business.Want to learn how top cleaning businesses create lasting customer loyalty? Join thousands of others in the Profit Cleaners Facebook Group or visit profitcleaners.com to access tools, coaching, and strategies for building a high-retention, premium brand.Highlights:(02:26) Why charging extra for skipped cleans might be hurting your business more than helping it(04:45) – Understanding the lifetime value (LTV) of a recurring cleaning customer(07:58) – Handling bad reviews with proactive service (and turning them into 5 stars)(09:59) – What kind of story is your brand telling? Cheap vs. premium experiences(11:48) – Scripts and systems to handle skipped cleans without damaging the relationship(15:00) – Are you making deposits or withdrawals in your customer relationships?(15:23) – Final thoughts: How to build brand loyalty that outlasts your competitionLinks/Resources Mentioned:Profit Cleaners Website Watch the FREE Masterclass: https://profitcleaners.com/masterclass)Join the FREE Facebook community: https://www.facebook.com/groups/profitcleaners/

What 10 Years of Hosting the eCommerce MasterPlan Podcast Taught Me with Chloë Thomas Ten years. 100s of episodes. Thousands of insights. As host of the eCommerce MasterPlan Podcast, Chloë Thomas has spent a decade uncovering what really works in eCommerce — and what's just hype. In this special 10-year anniversary AMA, Chloë fields listener questions covering the past, present, and future of the industry. If you're a founder, marketer, or eCommerce professional trying to cut through the noise, this episode is your shortcut to the lessons that actually last. Huge thanks to all the listeners who submitted questions – Janis Thomas, Look Fabulous Forever Edward Scott-Finnigan, Webinar Connoisseur Jamie Huskisson, JH (The Breakthrough Agency) Tony Sousan, Fractional CTO Tamsin Burford, Winternational Ski Wear for Women Kelly A. Mahoney, KleerMail Olivia Staub, Yotpo Hit PLAY to hear: What hasn't changed in eCommerce (and still drives sales) The tech that rewired the industry (hint: not AI) Why retention starts before the first purchase The weirdest podcast moments from 900 episodes Chloë's advice to future eCommerce leaders Key timestamps to dive straight in: 05:59 Editing Challenges in Podcasting 09:18 eCommerce's Unchanging Goals 13:03 "Enduring Presence of Magento One" 14:55 Challenges of Online Fashion Boutiques 20:16 "Buy Buttons: Website's End?" 21:18 Websites Will Survive AI Shift 27:08 Seasonal Marketing Strategy Planning 30:19 Recommerce Strategy for Customer Retention 33:41 Targeted Advertising and Social Proof 36:32 Seasonal Customer Value Analysis 38:49 eCommerce Strategy & Legacy Advice Full episode notes here: https://ecmp.info/547Download our ebook >> https://ecmp.info/ebook "500 Top Tips to Make Your eCommerce Business More Profitable" Download our new ebook... https://ecmp.info/ebook 500 Tips to Increase Your ProfitsGet all the links and resources we mention & join our email list at https://ecmp.infoLove the show? Chloe would love your feedback - leave a review here: https://ecmp.info/review or reply to the episode Q&A on Spotify.Interested in being a Sponsor? go here: https://ecmp.info/sponsor This podcast uses the following third-party services for analysis: Spotify Ad Analytics - https://www.spotify.com/us/legal/ad-analytics-privacy-policy/

Growth doesn't always mean profit.In this episode, I'm joined by ProfitHive founder Kevin Bees to talk about how growing businesses leak money—and how to stop it. Kevin shares the 7 hidden areas where founders lose margin, plus a tactical framework for getting your financial house in order without becoming an accountant.