Audrey Cannata joins me once again to continue our Behind the Cover series. In this episode, we discuss Joey Coleman’s book Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days.
So many financial brands are built around customer acquisition that they end up neglecting the experience of their legacy clients.
But by taking a proactive approach, banks and credit unions can maximize customer retention.
Join us as we discuss:
- The conflict of customer acquisition versus retention (7:38)
- The difference between customer service and the customer experience (19:41)
- How financial services can invest in the customer experience (30:47)
Check out these resources we mentioned during the podcast:
- Audrey Cannata
- Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days by Joey Coleman
You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.
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