In today’s episode, you’ll discover the secret to long-term business success: prioritizing customer retention over acquisition. You’ll learn actionable strategies to reward your loyal customers and keep them coming back for more. I’ll share how to create exclusive content and experiences that foster a thriving community around your brand. Tune in to find out how…
Summary In today's episode, I break down how to know whether you're doing a good job for your clients using surveys, CRM anomaly detection, and client grading. Here's what this means for you. You gain a clear framework for catching client trouble early and protecting your team from toxic scope creep. You'll also learn these…
Summary In today's episode, I walk through the findings of Jay Bear's 2022 Consumer Patience Study and what it reveals about business responsiveness. Here's what this means for you. You gain a data-driven playbook for turning speed into a measurable revenue and loyalty advantage. You'll also learn these concepts: how time functions as the only…
Sarah asks, “How do you get clients to renew on a monthly basis when, at the same time, you need to convince them on the “long game” aspect of your effort with them as an agency?” Can’t see anything? Watch it on YouTube here. Listen to the audio here: Download the MP3 audio here. Machine-Generated…
Summary In today's episode, I explore where frontline workers went during the great resignation and why companies are struggling to win them back. Here's what this means for you. You gain a clear-eyed view of how uncivil customer behavior and misaligned pay created a labor crisis that businesses must solve by changing their policies. You'll…
“The customer is always right.” For over a century since Harry Gordon Selfridge coined it, we’ve been stuck with this platitude, and it can be dangerously wrong for the health of our businesses. It had its place. After all, businesses even today are insanely self-centered, and tend to put themselves and their needs first before…
Stephanie asks, “When it comes to building trust, how do we know what success looks like? How can we measure it?” Trust is a tricky thing to measure because it’s such a core of emotion. If you examine emotional theory, especially things like Plutchik’s wheel of emotions, trust is a fundamental survival emotion. How do…
I had the opportunity to attend Comcast’s CX Technology Day at the invitation of Jay Baer and the team at Convince and Convert. CX Day is Comcast’s highlighting of what they’re working and some of the challenges they’ve overcome to improve their overall customer experience. In their digital transformation, which has been and will continue…
