Customer Retention सार्वजनिक
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Welcome to Retain: The Customer Retention Podcast! Join host Lauren DeSouza on her journey to discover the power of retaining customers. Accompanied by marketing experts, this podcast will demystify customer retention and deep-dive into how international companies are using it to keep their customers coming back for more.
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A Perfect Blend: Customer Retention is MB Usable Security's customer retention-focused podcast. We'll brainstorm and strategize how brands can use the CUVE Framework, the Wine Vat Approach, to increase customer retention. CUVE stands for Customer Experience, Usable Security aka user-friendly cybersecurity, Voice/Conversational AI, and data-driven Experimentation. Sometimes we'll have guests on to brainstorm how they can use emerging technologies [like Robotic Process Automation (RPA), voice ...
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In this episode of Retain: The Customer Retention Podcast, host Lauren DeSouza speaks with Rachel Franklin-Heys, Head of Client Success at Pikkal & Co, to discuss how understanding consumer psychology can change the way that companies treat their customers. Together, Lauren and Rachel talk through the power of personal branding through storytelling…
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In this Greatest Hits episode, Lauren is joined by New York Times best-selling author, Dave Kerpen. As a serial entrepreneur, Dave spins many plates. One of which is being the Co-founder and Executive Chairman of Apprentice, a platform connecting entrepreneurs with smart and motivated college students. Dave is also a renowned international keynotes…
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In this episode of Retain: The Customer Retention Podcast, host Lauren DeSouza talks with Peter Shankman, a six-time bestselling author, entrepreneur, keynote speaker, and host of the Faster than Normal podcast. Together, Lauren and Peter discuss how companies can retain neurodiverse employees while also creating neuro inclusive workplaces, how to …
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In this Greatest Hits episode, Lauren is joined by customer experience expert, Bruce Temkin. As the Head of Qualtrics XM Institute, Bruce works with the world’s most comprehensive resource for experience management professionals. Often referred to as the “Godfather of Customer Experience”, Bruce is renowned for defining and propelling the disciplin…
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In this Retain: The Customer Retention Podcast episode, Lauren DeSouza talks with Ben Billups, founder of NOBLE, a leader in the email marketing industry. Join them as they discuss actionable tactics for email & SMS deliverability, like finding your local maximum, how to stay on top of future industry updates, explain why some email marketing campa…
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In this Greatest Hits episode, Lauren is joined by Alice Clark, the International CRM Lead for HelloFresh Market. HelloFresh, the German-based meal kit giant, are the largest meal-kit provider in the United States. As a “results-oriented automation nerd”, Alice champions marketing automation and synchronizing valuable data between all aspects of th…
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In this episode of Retain: The Customer Retention Podcast, 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. Giovanni has a vast am…
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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 co…
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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. James has vast experience in leveraging B2B content strategies …
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In this Greatest Hits episode of Retain: The Customer Retention Podcast, Lauren DeSouza welcomes Jem Bourouh to the podcast. Jem is a serial entrepreneur from Germany. 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 …
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In this episode of Retain: The Customer Retention Podcast, 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. Annette is a multi-award winning customer experience expert and author. She has over 30 ye…
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In this 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 g…
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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 what a marketing dream team looks like. Damon is the Co-Founder and managin…
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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 succe…
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In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Sara Caldwell, newly appointed Head of Customer Success at OpenAI. 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. At the time of …
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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 hi…
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In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Kris Rudeegraap, the Co-Founder and CEO of Sendoso. Together they unpack 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. Kris Rudeeg…
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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 ov…
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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. Uzair is the Founder a…
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In this episode of Retain: The Customer Retention Podcast, host Lauren DeSouza sits down with Sandeep Dube, the Chief Operating Officer at Intuit Mailchimp. Mailchimp is known the world over as a leading email marketing platform. Together, the duo discuss Sandeep’s role at Mailchimp and their emphasis on customer satisfaction, the use of account ma…
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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 business industry's obsession with retention, arguing that there is real value in letting go of customers and discussing effective st…
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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 personalize…
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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 busines…
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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! Ben is the Co-Founder and Tec…
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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 comm…
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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. Khaled is the H…
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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. Adam is a Custo…
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This time on Retain: The Customer Retention Podcast, host Lauren DeSouza sits down with marketing expert Will Laurenson. Will is the CEO of Customers Who Click, a digital marketing agency that specializes in conversion rate optimization. With over a decade of experience in digital marketing, Will has helped numerous businesses improve their website…
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On the latest episode of Retain: The Customer Retention Podcast, host Lauren DeSouza is joined by Mark Ross-Smith, the CEO and Co-Founder of StatusMatch.com, a platform that allows travelers to obtain elite status with airlines and hotels by matching their existing status with other loyalty programs. Mark is a seasoned executive with over 20 years …
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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 custome…
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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 tra…
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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 Human…
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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…
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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 recog…
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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. He is the au…
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This episode's guest, Kerri Schrader, is founder of Mixtroz and an Inc. Female Founder 100 Honoree in 2022. We discuss how she is a 3x surTHRIVOR: open heart, breast cancer and entrepreneurship as a black woman. We also brainstorm to use Alexa as an accessibility aid at professional networking events. A Perfect Blend: Customer Retention is powered …
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This time on Retain, Lauren welcomes customer experience expert Joey Coleman to the podcast. Joey is the Chief Experience Composer for Design Symphony, a customer experience consultancy that helps companies create memorable and lasting experiences for their customers. He is also the author of the best-selling book Never Lose a Customer Again, which…
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On the latest episode of Retain, Lauren is accompanied by Sabrina Buus. Sabrina is the Marketing Director for Sephora in Germany, Switzerland, and Scandinavia. Sephora is a French multinational beauty retailer that specializes in makeup, skincare, fragrance, and hair care products. Sabrina is an experienced marketing and branding expert known for h…
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This episode's guest, Ali Pinch, is a conversational designer for one of Australia's largest retailers. We discuss how she accidentally fell into conversational AI and brainstorm how physical store retailers can extend their post-purchase experience with chatbots. A Perfect Blend: Customer Retention is powered by MB Usable Security, LLC, and hosted…
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This time, Lauren is joined by Devam Hirpara, an Ecommerce and CRM Specialist at L’Oreal, the largest cosmetics and beauty brand in the world. At L’Oreal, Devam collaborates with advertisers, marketers, and stakeholders to drive ecommerce success and digital understanding. In the episode, Lauren and Devam discuss why customer segmentation is so use…
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On the latest episode of Retain, Lauren is accompanied by Cole Atkinson. Cole is a Senior Product Manager at Shopify, a leading global commerce company, providing trusted tools to start, grow, market, and manage a retail business of any size, making it easier for everyone involved. Previously, he worked as a Sales & Marketing Manager at Rubber Tree…
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This time, host Lauren DeSouza is joined by Marketing Consultant, Elyssa Verhoogen. As a lover of lifecycle marketing, Elyssa has extensive experience in helping companies improve their customer relationships and drive revenue growth. She is currently the Senior CRM & Lifecycle Marketing Consultant at Dojo. And, prior to that, Elyssa helped with th…
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Lauren is joined by customer experience expert, Jim Tincher. Jim is the Founder and CEO of Heart of the Customer, a customer experience consulting firm which seeks to map out customer journeys in order to increase engagement and loyalty. As well as leading customer engagement initiatives at Best Buy, Jim was the second person in the world to receiv…
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Lauren is joined by Howard Tiersky, CEO of FROM, the Digital Transformation Agency. Howard loves to help some of the world's largest brands navigate digital transformation; to re-invent their customer journeys and earn the love of today's ‘Digital Customers’. Howard speaks regularly on customer experience at conferences, and has recently released t…
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Lauren is joined by John Sime, a Senior Product Marketing Manager at Shopify. Shopify is of course known to the world as being the global commerce brand. John is a product and technology-focused marketer, whose work has spanned e-commerce, consumer packaged goods, and tourism for B2B and B2C. He works closely with sales, UX and creative teams to ma…
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Lauren is joined by New York Times best-selling author, Dave Kerpen. As a serial entrepreneur, Dave spins many plates. One of which is being the Co-founder and Executive Chairman of Apprentice, a platform connecting entrepreneurs with smart and motivated college students. Dave is also a renowned international keynotes speaker on all things business…
  continue reading
 
Lauren is joined by customer experience expert, Bruce Temkin. As the Head of Qualtrics XM Institute, Bruce works with the world’s most comprehensive resource for experience management professionals. Often referred to as the “Godfather of Customer Experience”, Bruce is renowned for defining and propelling the disciplines of customer experience and e…
  continue reading
 
Lauren is joined by Alice Clark, the International CRM Lead for HelloFresh Market. HelloFresh, the German-based meal kit giant, are the largest meal-kit provider in the United States. As a “results-oriented automation nerd”, Alice champions marketing automation and synchronizing valuable data between all aspects of the CRM system. In the episode, L…
  continue reading
 
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. In the episode, Lauren and Matthew discuss wha…
  continue reading
 
For the first episode of 2023, host, Lauren DeSouza, welcomes Jem Bourouh to the podcast. Jem is a serial entrepreneur from Germany. With his Google Ads agency Adcubator, Jem has spent more than $310M profitably. After being in the direct-to-customer (DTC) space for more than 4 years and bootstrapping his own e-commerce brands, Jem’s is now investi…
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