In this special episode of Retain: The Customer Retention Podcast, host Lauren DeSouza shares an important update with our loyal listeners. As we approach our two-year anniversary, the team is taking a well-deserved seasonal break to recharge and prepare for an exciting return in 2025.
In this episode of Retain: The Customer Retention Podcast, Lauren DeSouza speaks with Moe Ash, Founder and Learning Architect at The Catalyst. They discuss the concept of gamification fatigue, recent innovations in the field, and how businesses can adapt their retention strategies to avoid customer burnout.
In this episode of Retain: The Customer Retention Podcast, Lauren DeSouza is joined by Francisco Bram, VP of Product Marketing, Brand and Business Development at Albertsons Companies. They discuss leveraging customer insights for product development, the importance of customer retention, and how to build strong customer relationships in both startups and large corporations.
In this Greatest Hits episode, 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. In this episode, Lauren and Joey cover everything from pattern recognition in customer experience and how to turn your customers into advocates for your brand, to the eight phases of customer experience and why Taylor Swift might be the most brilliant marketer of our generation.
In this Greatest Hits episode, 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. In the episode, Lauren and Cole discuss ways to create lifelong customers, why it’s important to treat your customers in the right way, and how companies should approach retention on an international scale.
In this episode of Retain: The Customer Retention Podcast, Lauren DeSouza speaks with Prashant Mahajan, Founder and CEO of Zeta.io, a platform allowing product teams to collaborate and manage their products. They discuss the importance of customer feedback in product development, how AI is changing the game, and practical strategies for prioritizing customer input.
In this Greatest Hits episode, host Lauren DeSouza is joined by Elyssa Verhoogen, the Senior CRM & Lifecycle Marketing Consultant at Dojo. In the episode, Lauren and Elyssa discuss how to build a relationship with the customer, why emails can cause anxiety for your customers, and why personalization is so important to lifecycle marketing.
In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Scott Gardner and Brent Bouldin of New Media Advisors. Together they discuss the importance of SEO in driving customer retention and growth. Scott and Brent also share valuable insights, including the need for valuable content, understanding audience intent, and integrating SEO into the organization.
In this Greatest Hits episode, 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. In the episode, Lauren and Jim discuss the difference between the 'changemakers' and the 'hopefuls' in marketing, why an emotional approach to customer retention is so effective, and why businesses have changed their viewpoint on customer experience.
In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Eddie Hartman, a Partner and Member of the Board at Simon Kucher. Together they discuss the importance of customer retention and how businesses can build strong relationships with their customers, practical strategies for prioritizing retention, and valuable insights for driving long-term revenue growth.
In this Greatest Hits episode, Lauren DeSouza speaks with customer experience mastermind Howard Tiersky, CEO of FROM, The Digital Transformation Agency. They discuss why you should put yourself in the customer’s shoes, why companies need to be more customer-centric, and what exactly the Love Formula for customer retention is!
In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Dennis Wakabayashi, the curator of the CX Hall of Fame, which celebrates the best and brightest stars in the customer experience field. Together they discuss personalization, the impact of unexpected wins, and the role gratitude plays in customer experience.
In this Greatest Hits episode, Lauren DeSouza speaks with John Sime, Senior Product Marketing Manager at Shopify. They discuss John’s beginnings in a hotel and how it parallels his own work, how the ambiguity of marketing makes it exciting, why technology without talent is useless, and why you need to be able to read the room instead of constantly upselling.
In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Rachel Franklin-Heys, Head of Client Success at Pikkal & Co, a leading corporate podcast agency throughout Asia. Together, they discuss the importance of understanding the psychology of consumer behavior for excellent customer experience, the power of storytelling, and building meaningful connections.
In this Greatest Hits episode, Lauren is joined by New York Times best-selling author, Dave Kerpen. In the episode, the pair discuss the power of listening in both marketing and life, how social media can be used as part of a customer retention strategy, and why social media is the great equalizer.
In this Retain: The Customer Retention Podcast episode, Lauren DeSouza talks with Peter Shankman, a six-time bestselling author, entrepreneur, keynote speaker, and host of the Faster than Normal podcast. Together, they discuss how companies can retain neurodiverse employees while also creating neuro inclusive workplaces and how to include and retain neurodiverse customers.
In this Greatest Hits episode, Lauren is joined by customer experience expert, Bruce Temkin, the “Godfather of Customer Experience”. The pair discuss the importance of being a student of human beings in marketing, the history of customer experience, and the power of empathy.
In this Retain: The Customer Retention Podcast episode, Lauren DeSouza talks with Ben Billups, founder of NOBEL, a leader in the email marketing industry. Join them as they discuss actionable tactics for email & SMS deliverability, like finding your local maximum, and how to stay on top of future industry updates.
In this Greatest Hits episode, 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.
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.