An Emotional Approach to Customer Retention with Jim Tincher, CEO of Heart of the Customer

HelloFresh CRM Lead: Time To Be Novel, Making Customers More Than Profit & Cracking The Database Code: Lauren is joined by Alice Clark, the International CRM Lead for HelloFresh Market. In the episode, Lauren and Alice discuss why content is your main tool for building relationships with customers, the importance of putting yourself in the customers’ shoes, and how large companies can give that personalized, small company service. by Retain: The Customer Retention Podcast

31 min listen

CRM Lead at TikTok: Airbnb's Secrets to Marketing Success, Understanding Customer Preferences & Using AI to Gain a Competitive Edge: In this Retain: The Customer Retention Podcast episode, Lauren DeSouza talks with Giovanni Zacchia, an experienced Growth Marketing Lead and Senior CRM Lead at TikTok. Together, they discuss keeping up with technology in CRM, using AI to gain a competitive edge, and leveraging mobile technology to improve customer service. by Retain: The Customer Retention Podcast

29 min listen

Subscriptions Expert: Stop Subscription Stressing, Create Customer Experience & Dig Into The Why: In this Greatest Hits episode, Lauren is joined by subscription expert, Matthew Holman. Over the years, Matthew has worked with hundreds of brands to help transform their subscription models. Matthew is also the Head of Growth at QPilot, a platform which offers merchants dynamic and flexible software to manage their repeat orders. During their conversation, Lauren and Matthew discuss what makes the subscription model work, the biggest mistake companies make in the subscription space, and some actionable tips to try for your own subscription model. by Retain: The Customer Retention Podcast

32 min listen

Aampe's Head of Growth: Unleashing AI in Customer Retention, The Power of Copywriting & From Electrical Engineer to Marketer: In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with James Laurain, Head of Growth at Aampe. Together, they discuss James’ journey from electrical engineer to marketer, the power of copywriting, and how to use the capabilities of AI for customer retention. by Retain: The Customer Retention Podcast

32 min listen

Google Ads Mastermind: Don’t Be A Perfectionist, Balance Your Retention & Don’t Put All Your Eggs In One Basket: In this Greatest Hits episode of Retain: The Customer Retention Podcast, Lauren DeSouza welcomes Jem Bourouh to the podcast. With his Google Ads agency Adcubator, Jem has spent more than $310M profitably. After being in the DTC space for more than 4 years and bootstrapping his own e-commerce brands, Jem’s is now investing in and acquiring other marketing agencies and ecommerce brands. Over the course of the show, Lauren and Jem discuss how to find the balance between prioritizing retention or growth, ways to find profitability through ad-spending, and how some companies are crushing it with WhatsApp marketing. by Retain: The Customer Retention Podcast

28 min listen

Founder of CX Journey: The 3 Key Questions Every Company Needs to Ask Itself, Becoming an Expert in Organizational Culture & How to Harness Predictive Analytics: In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Annette Franz, Founder and CEO of CX Journey. Together, they discuss the importance of culture, predictive analytics, and understanding the needs of employees and customers. by Retain: The Customer Retention Podcast

26 min listen

Former Director at Sony: Gamify Everything, Get Out Of The 90s & The Importance of Customer Experience: In this Greatest Hits episode, Lauren is joined by Nicolas Babin, a strategic advisor and consultant. Nicolas’ background as a serial entrepreneur, executive, and board member has spanned from startups to multinational tech giants, such as Sony. Today, Nicolas gets excited by opportunities to help innovative companies achieve profitable growth and key business goals. This time, Nicolas and Lauren discuss why companies need to be prioritizing customer experience, how gamification can help your customer retention marketing strategies, and the ways in which marketing focuses have shifted over the years. by Retain: The Customer Retention Podcast

40 min listen

Co-Founder of Exit Your Way: Understand Your Secret Sauce, Give Cutting Edge Customer Service & What a Marketing Dream Team Looks Like!: In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Damon Pistulka, the Co-Founder and Managing Director of Exit Your Way. Together they discuss recognizing the need to improve customer retention, the increasing role technology is playing, and increasing customer engagement. by Retain: The Customer Retention Podcast

37 min listen

Superfan Expert: How To Create Superfans, 5 Keys to Customer Retention & Treat Customers How You Want To Be Treated: In this Greatest Hits episode of Retain, Lauren is joined by Brittany Hodak, an international keynote speaker and award-winning business leader. Brittany is widely regarded as a ‘go-to source’ for generating and retaining superfans. She’s also the co-founder of The Superfan Company, a multimillion-dollar fan-engagement agency that has created successful campaigns and products for the likes of Amazon, Disney and Walmart. This time, Brittany and Lauren discuss how to turn your customers into loyal superfans, why companies must understand what makes them superior to their competition, and how to deal with the threat of apathy. by Retain: The Customer Retention Podcast

33 min listen

Customer Experience VP: Why Staying Connected to the Customer is Paramount, The Power of Saying No in Marketing & Don’t Forget the Long-term: In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Sara Caldwell, VP of Customer Experience at Dovetail. Together, they discuss the importance of decision-first customer research for retention, staying connected to the customer with customer facing teams, and not forgetting the long-term. by Retain: The Customer Retention Podcast

28 min listen

Customer Experience Consultant: Where You Find Loyalty, How You Control Customer Experiences & Why You Need To Treat Customers Differently: In this Greatest Hits episode, Lauren is joined by Adrian Swinscoe, a customer experience consultant and advisor who has been growing and developing customer-focused businesses for over 20 years. Together, Adrian and Lauren discuss what aspects of the customer journey create loyalty, how much control businesses have over customer experience, and highlight that not all customers are the same. by Retain: The Customer Retention Podcast

31 min listen

Customer Retention Maestro: Crafting Unforgettable Customer Experience, The Power of Personal Touches, and How to Utilize Gifting Strategies: In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Kris Rudeegraap, the Co-Founder and CEO of Sendoso. Together they are unpacking the power of personal touches when it comes to customer retention, discussing the importance of humanizing the sales process, and proposing a redefinition of account-based marketing. by Retain: The Customer Retention Podcast

27 min listen

Customer Experience Legend: Customer Service Hasn’t Changed, Don’t Spend On Socials & Loyalty Needs Emotions: In this Greatest Hits episode, host Lauren DeSouza is joined by Shep Hyken, the Chief Amazement Officer for Shepard Presentations. On the show, Shep and Lauren discuss the importance of building an emotional connection with your customers, how crucial it is to give your customers the service they expect, and why companies need to avoid obsessing over longevity and instead focus on the next time, every time. Shep is an experienced speaker and an international authority on all things customer service, customer experience and loyalty in business. He is the best-selling author of eight books and has worked with a plethora of companies to help them build deep, loyal relationships with their customers and employees. by Retain: The Customer Retention Podcast

31 min listen

CRM Expert: Don’t Try To Convert The Wrong People, What You Need to Know About CRM, & Why Habit Formation is Your Best Friend: In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Uzair Hamid, Founder and Community Lead of CRM DXB. Together, they discuss the importance of customer relationship management (CRM) in marketing, habit formation for retaining customers, and how to track the success of habit formation measures. by Retain: The Customer Retention Podcast

31 min listen

COO of Mailchimp: Get Closer to Your Customer and Market, Leveraging the Power of Emotions in Business & What 3 Words Customer Retention Revolves Around!: In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Sandeep Dube, COO of Mailchimp. Together, they explore how customer retention can be a simple or far more complex task depending on the industry, and why a many-limbed customer research strategy is the key to understanding how to delight your customers. by Retain: The Customer Retention Podcast

33 min listen

The Value of Letting Go of Customers with Rand Fishkin, Co-Founder of SparkToro: In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Rand Fishkin, serial entrepreneur, author and Co-Founder of SparkToro. Together they are playing devil’s advocate, by challenging the businesses industry's obsession with retention, arguing that there is real value in letting go of customers and discussing effective strategies on how to win them back. by Retain: The Customer Retention Podcast

27 min listen

Marketing Trends that Defined 2023: The Year of AI, Personalization and Loyalty Programs: For the final Retain episode of 2023, to wrap up the year, Lauren DeSouza is looking back over the previous 12 months to identify the biggest marketing trends of 2023. Joining her to do so is Ahmed Khairy, the CEO of Gameball. Together, the duo delve into the impact of AI on marketing strategies, how companies have moved further towards personalized shopping experiences, why user-generated content (UGC) has taken off this year, and much more. by Retain: The Customer Retention Podcast

36 min listen

Never Sit in the Lobby with Glenn Poulos of NWS: In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Glenn Poulos, entrepreneur, author and Executive Vice President of NWS. Together, they unpack the power of cultivating good relationships in business and share key strategies that will show you how to get and stay in front of customers and be a pleasure to do business with always. by Retain: The Customer Retention Podcast

36 min listen

Should Your Business Be Subscription Based? With Ben Fisher, CEO of Rodeo: In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Ben Fisher, CEO of Rodeo. Together, they get into whether or not your business should become (or stay as) a subscription based service; how to deal with churn and retention rates; and how to increase revenue through a subscription model! by Retain: The Customer Retention Podcast

34 min listen

The New Customer Journey with Iman ElNashar of eXtra: In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Iman ElNashar, Digital Commerce and Innovation Regional Director at eXtra. Together, they delve into the evolution of the customer journey over the years, including how technology played a massive role; why people are a business’ strongest asset; and how digital commerce drives customer retention. by Retain: The Customer Retention Podcast

37 min listen

Customer Service is Part of Your Brand with Khaled Alaa, Head of Experience at Talabat: In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Khaled Alaa, Head of Experience at Talabat. Together, they delve into why customers prefer a consistent, normal product rather than an unpredictable fancy one; what makes quality customer service; and how your customer service is a part of your brand. by Retain: The Customer Retention Podcast

28 min listen

How to Understand Customer Emotions with Adam Toporek, CTS Service Solutions: In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Adam Toporek, Customer Service Expert at CTS Service Solutions. Together they delve into how to become the customer’s hero; how to respond to negative and positive emotions of the customer, and unpacking if technology is a hassle for customers or not. by Retain: The Customer Retention Podcast

41 min listen

Successful Conversion Rates with Will Laurenson, CEO of Customers Who Click: In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Will Laurenson, CEO of Customers Who Click. Together they delve into the difficulties of taking on all the marketing and retention responsibilities in a startup, where the beginning of the retention process really lies, what the three key areas of conversion rates are, and why you have thirty seconds to grip your customer. by Retain: The Customer Retention Podcast

36 min listen

Why Airline Loyalty Programs Work with Mark Ross-Smith, CEO of StatusMatch.Com: In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Mark Ross-Smith, CEO of StatusMatch.Com. They talk all about how he got into the customer loyalty business; why loyalty programs are sometimes more valuable than the businesses themselves; and some of the most common misconceptions of loyalty programs. by Retain: The Customer Retention Podcast

35 min listen

What the Future of Customer Experience Looks Like with Dave Norton, Founder of Stone Mantel: This time on Retain: The Customer Retention Podcast, Lauren sits down with Dave Norton. Dave is a customer experience expert and the Founder of Stone Mantel, a consultancy focused on experience strategy and design. For the last twenty years, Dave has helped companies like Royal Caribbean, Marriott, US Bank and Best Buy set new standards for customer experience strategies. Together, Lauren and Dave discuss how research into customer experience has impacted the world, what the future of customer experience really looks like, and why companies shouldn’t rely on customer personas anymore. by Retain: The Customer Retention Podcast

33 min listen

The Game Plan: Demystifying Gamification with Moe Ash, Founder of The Catalyst: For this episode of Retain: The Customer Retention Podcast, we’re doing a gamification special! So, who better to join host Lauren DeSouza than gamification expert Moe Ash. Moe is the Founder and Gamification Designer at The Catalyst, an innovative learning and development company that focuses on empowering individuals and organizations through transformative learning experiences. He is a trusted voice in the field having spoken about gamification at events, webinars and on podcasts. During their conversation, Lauren and Moe tackle the psychology behind gamification, whether Duolingo is a bad example of gamification, the best ways to implement gamification into your business, and why not every company needs a game. by Retain: The Customer Retention Podcast

38 min listen

Mastering Customer Experience: The Art of Being There with Dan Gingiss, The Experience Maker: In the new episode of Retain: The Customer Retention Podcast, host Lauren DeSouza is accompanied by customer experience expert and Chief Experience Officer at The Experience Maker, Dan Gingiss. Dan has over 20 years of experience in customer experience, and has held various leadership positions in marketing at companies such as McDonald's and Humana. Together, Lauren and Dan delve into why customer experience is all about getting the little things right, why it’s so important to be there when the customer needs you the most, and possibly the greatest customer service email of all time. by Retain: The Customer Retention Podcast

37 min listen

Tough Times and Hardship: A Founder’s Journey with Anatoliy Labinskiy, Founder of GSM Growth Agency: In this episode of Retain: The Customer Retention Podcast, host Lauren DeSouza is joined by Anatoliy Labinskiy, the Founder of GSM Growth Agency, a digital marketing agency that aids ecommerce companies achieve growth. Anatoliy’s personal journey exemplifies how determination, self-teaching and resilience can lead to success. He’s always been eager to share his knowledge and experience with others and help them turn their eCommerce vision into a reality. Together, Lauren and Anatoliy delve into Anatoliy’s challenging founder journey, the difficulties of owning and running businesses, why Anatoliy chose to start a growth agency, and which social media platform is the best for marketing. by Retain: The Customer Retention Podcast

27 min listen

How Customer Personalization Disrupted the Boutique Fitness Model with Laura Munkholm, President of Walla: In this episode of Retain: The Customer Retention Podcast, host Lauren DeSouza is joined by Laura Munkholm. Laura is the President and Co-founder of Walla, a boutique studio software built to save time, capture more revenue, and delight your clients. Laura has first-hand experience consulting with hundreds of clients and is an internationally recognized speaker in the boutique fitness industry. During their conversation, Lauren and Laura get stuck into discussing how behavioral psychology can help personalize your customer experience, the importance of personalizing your marketing automation, and what three attributes everyone in marketing needs to have. by Retain: The Customer Retention Podcast

38 min listen

How Well Do You Know Your Customers? with Ron Kaufman, CEO of Uplifting Service: In this episode of Retain: The Customer Retention Podcast, host Lauren DeSouza is accompanied by Ron Kaufman, the CEO of Uplifting Service. As a keynote speaker and author who’s considered an authority on all things customer service, Ron has helped transform the cultures of many global brands, including Microsoft, Xerox, and Coca-Cola. During their conversation, Lauren and Ron discuss the four categories of value for the customer, why businesses need more than a good product, the fairly unknown origins of the term ‘customer’, and how retention works across different industries. by Retain: The Customer Retention Podcast

39 min listen

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An Emotional Approach to Customer Retention with Jim Tincher, CEO of Heart of the Customer

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