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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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Join Ankur Gattani, as he dives into engaging conversations with decision-makers face-to-face. These discussions are not your average chit-chat – he's getting into the what, why, and how of retention in organizations. From the human touch to the intricacies of products and technology, Ankur covers all the bases. So, strap in, hit play, and let's turn this podcast into your go-to source for understanding the ins and outs of keeping customers committed.
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There’s nothing worse than losing customers to independent garages and quick lubes after the OEM warranty expires – which happens 70% of the time! As a car dealership, your #1 goal is keeping customers — and to do that, you need quality employees, an optimized service department, and benefits that matter to your customers. Imagine transforming your service department into a powerhouse of customer retention and satisfaction. Picture a dealership where your team is motivated, your customers ar ...
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The NextGen Work Culture podcast helps managers and HR professionals support working parents to recruit and retain the best people. Join host Kortney Ross as she interviews experts and provides insights into the struggles that working parents face in the workplace. Learn how your business can become a place where parents feel included, supported, and valued. Being a family-friendly business isn't just a "nice-to-have" anymore. For the Next Generation of work, it is critical.
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100% unfiltered, tactical Retention advice for eCommerce and DTC brands from those who have "been there, and done that." We help you serve & maintain your current customers you spent so much money on acquiring with paid ads to increase lifetime value and customer satisfaction.
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Retention Masterclass

John Koetsier, Peggy Anne Salz

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Post-acquisition marketing is massively undervalued. So much marketing to date has been acquisition-focused. Now the top marketers on the planet are turning to customer experience and user retention. We interview them and share their secrets with you.
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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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Hey there! I'm Steve Hutt, the host of eCommerce Fastlane – your go-to podcast for proven strategies and actionable insights to accelerate your Shopify store's growth. As a seasoned ecommerce entrepreneur, I'm passionate about empowering online retailers to boost traffic, conversions, and lifetime customer value. One reviewer described the show as having an "impressive level of content that is accessible for beginners, but even more rewarding for deep e-commerce experts who want to get into ...
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Welcome to Health Impressions: the show about Authority, Acquisition, and Retention. Hosted by Bryan Cush, Co-Founder of Tidal Health Group, a digital marketing agency specializing in healthcare & Jay Parkinson, Chief Medical Officer of Sana, a health plan that delivers high-quality healthcare while keeping costs down. The show focuses on the cross sections of marketing, patient experience and product development. They explore strategies for providing high-quality care, enhancing patient exp ...
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Don't be that business owner left scratching your head, wondering why your industry colleague got $400,000 and you didn't when the Employee Retention Tax Credit fully sunsets in 2024. In this limited focus, ERC Masterclass, listen as tax attorney and ERC specialist, Travis Watkins, bust through the rumors and the complexity of the ERC, so you can get to that free $26,000 per employee you kept during the pandemic and beyond, before the program is gone forever.
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Customer retention is about more than simply providing great service. Leadership teams must know how to connect with every customer that walks through the door. From a robust tire program to leveraging video multipoint inspections, and engaging the next generation of car owners, Eddie Campbell provides innovative strategies that improve the custome…
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Today we're diving into the significant return on investment (ROI) of implementing lactation support programs in the workplace. We’ll explore compelling statistics, such as how these programs can dramatically cut healthcare costs and reduce absenteeism, enhance employee morale and retention, and elevate your company's image. Join me as we uncover w…
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Welcome to another episode of eCommerce Fastlane. Today, we’re excited to have Justin Silver, co-founder of Aavrani. Aavrani is a fresh face in the beauty world, mixing modern science with old Indian wisdom to create skin and hair care products. Unlike big brands with celebrity faces, Aavrani is led by its founder and driven by its community. They …
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In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Scott Gardner and Brent Bouldin, partners and co-founders of New Media Advisors. Together they discuss the importance of SEO in driving customer retention and growth. Scott and Brent also share valuable insights on the need for valuable content, understanding audienc…
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In the latest episode of “The State of Retention Marketing,” Bhavik Bhandari, head of sales and marketing at Ashwin Sheth Group, shares his two cents on real estate marketing. He expounds on the industry’s evolution, digitization, and retention strategies while preparing for a rebranding campaign. Bhavik emphasizes the need for relevant content and…
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There’s a delicate balance required of every service advisor. They must be able to tell customers what their vehicle needs without overwhelming them into inaction. So how do you find that sweet spot? And what can service advisors and general managers do to better support their service team? In this episode of Retention Roadmap, Don Andres, presiden…
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For every new car sold, only 30% of customers return to the dealership for regular service. But you don't have to settle for this! Welcome to Retention Roadmap, the ultimate guide for new car dealerships striving to master customer retention and service success. Discover why 70% of customers drift to independent garages once their warranty expires …
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In this episode of the NextGen Work Culture podcast, host Kortney Ross sits down with Matt Gjertsen, founder of Better Everyday Studios, to delve into the intricacies of leadership in the modern workplace. Matt shares insights from his rich background as a former US Air Force instructor pilot and leader of the training development team at SpaceX. T…
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Welcome to another episode of eCommerce Fastlane. Today, we’re excited to have Andreas Andrea, the Director of Logistics and Warehouse Operations at Murad. Murad is a well-known skincare brand started by Dr. Howard Murad and is now part of Unilever. Andreas brings a wealth of knowledge to our conversation about e-commerce and delivery operations. H…
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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. As well as leading customer engagement initiatives at Best Buy, Jim was the secon…
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In this episode, we're diving into the Pregnant Workers Fairness Act (PWFA) with Vianei Braun, an esteemed employment law expert with over 30 years of experience. The PWFA is a crucial law that's reshaping the workplace for pregnant employees, with the final regulations released and implemented in June of 2024. In this episode, we unpack the nuance…
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In the latest episode of Retain: The Customer Retention Podcast, host Lauren DeSouza speaks with Eddie Hartman, a Partner and Member of the Board at Simon-Kucher. Together, they discuss why even the coffin industry considered customer retention, how a tragic example from England in the 1800s can inspire your business’ retention strategy, why price …
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Welcome to another episode of eCommerce Fastlane. Today, we have the pleasure of hosting Debbie Pearce, the Founder and CEO of CartStars, an exclusive, invitation-only community tailored for top leaders in ecommerce and retail. In this episode, Debbie shares her inspiring journey to the United States and how her experiences have profoundly influenc…
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In this episode, Emily Stone, a certified breastfeeding counselor and founder of Empowered Breastfeeding Bootcamp talks with Kortney about the logistics of breastfeeding and pumping. ​ We dive into the challenges working moms face when returning to work, especially in a country like the United States where paid maternity leave is not the norm. Emil…
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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! Howard is the CEO of F…
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Welcome to another episode of eCommerce Fastlane. Today, we’re excited to have Vikas Jha, the Vice President of Engineering for Conversational Commerce at Bloomreach. In this episode of eCommerceFastlane, we dive into the exciting world of AI and how it's changing online shopping. Our guest is Vikas Jha, who leads the conversational commerce team a…
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Welcome to another episode of eCommerce Fastlane. Today, we’re excited to have Bill Glass, the Co-founder of AltruPay. In todays episode, we explore the complex world of payment processing for high-risk industries with Bill Glass, Co-founder of AltruPay. Bill shares his expertise on navigating the challenges faced by businesses in regulated markets…
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Welcome to another exciting episode of eCommerce Fastlane! I’m thrilled to bring you a conversation that’s packed with insights, challenges, and innovative strategies from the world of e-commerce and outdoor gear. Today, we have a very special guest joining us – John Roman, the Founder and CEO of BattlBox. If you’re not familiar with BattlBox, you’…
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Welcome to another episode of eCommerce Fastlane. Today, we’re excited to have Kyle Hency, the Co-founder, CEO of GoodDay. In this episode, Kyle shares how GoodDay OS is shaking up the ERP world. Unlike traditional systems, GoodDay OS fits right into Shopify’s admin panel. This makes it super easy for business owners to use, without the headaches o…
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Welcome to another episode of eCommerce Fastlane! Today, we’re diving into the exciting world of Amazon selling with a true industry expert. I’m thrilled to introduce our guest, Dan Brownsher, the Founder and CEO of ChannelKey. Dan’s journey is nothing short of inspiring. From his roots in mobile advertising to becoming a top Amazon seller, he’s no…
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In this episode, we dive into the innovative world of lactation pods with Sascha Meyer, Co-founder and Chief Experience Officer of Mamava. We talk about how Sascha and her co-founder developed the category of lactation pods that are changing the landscape for breastfeeding parents in public places and workspaces. Learn about the challenges that spa…
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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 how to look at personalization in a completely different way, the monumental impact that the feeling of an un…
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Welcome to another episode of eCommerce Fastlane. Today, we're excited to have Emmett Kilduff, The Co-Founder and CEO of The Fortia Group. Emmett brings a wealth of experience and a unique perspective on the art of deal-making in the e-commerce world. He emphasizes the importance of taking a slower, more thoughtful approach to attract potential buy…
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Kate Torgerson joins Kortney on the podcast to share more about her company, MilkStork. Kate tells her personal story that sparked the creation of MilkStork, the first breast milk shipping company and discusses how her company is making a huge difference for working parents, military families, and even Olympic athletes. In this episode, we'll learn…
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Welcome to another episode of eCommerce Fastlane. Today, we have two amazing guests: Andrew Curtis, the CEO of Clearco, and Tim Marinello, the COO of The Adventure Challenge. Clearco is changing the game for ecommerce businesses by giving them new ways to get funding to grow. Andrew explains how Clearco helps all kinds of ecommerce entrepreneurs wi…
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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 …
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In this episode, Kortney speaks with Louise Siwiki, a fertility empowerment coach, about navigating infertility in the workplace. Louise shares her personal journey of overcoming infertility and the importance of holistic support for individuals struggling with fertility issues. They dive into the impact of infertility on mental health, the demands…
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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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Imagine 85-90% of learners actually finishing their courses and discovering unexpected career paths. It's not just about certification; it's about confidence. And upGrad knows how to keep their learner’s engaged for the long haul, with personalized interactions, clever tech, and ingenious reactivation campaigns. They're not just selling courses; th…
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This solo episode dives into how HR departments can enhance communication and employee education to better support working parents. We'll explore the importance of regular benefits reminders, standardized communication for new and returning parents, and the creation of Employee Resource Groups (ERGs). Additionally, we'll talk about the importance o…
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Welcome to another episode of eCommerce Fastlane. Today, we're excited to have Udayan Bose, the Founder and CEO of NetElixir. In this episode, we explore the evolution of digital marketing and the challenges businesses face with the growing lack of transparency and control on platforms like Google and Meta. Udayan reveals how NetElixir is breaking …
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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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Welcome to another episode of eCommerce Fastlane. Today, we're excited to have Kusha Kavandi, the Founder and CEO of Kazam. In this episode, host Steve Hutt is joined by guest Kusha Karvandi, founder of Kazam, to discuss the changing dynamics of selling on Amazon and how his AI-based software is revolutionizing Amazon advertising for brands. From n…
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Welcome to another episode of eCommerce Fastlane. Today, we're excited to have Vicky Pasche, the Founder and CEO of Dapper Boi. In this episode, Vicky shares the incredible journey of how she and her wife, Charise, identified a significant void in the market for non-binary clothing and launched Dapper Boi in 2015 through a successful Kickstarter ca…
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Welcome to another episode of eCommerce Fastlane. Today, we're excited to have Juan Meisel, the Founder and CEO of Grip. Grip launched in 2022 and has quickly become one of the fastest-growing companies in the perishable shipping industry. Their success is largely thanks to a strong focus on customer satisfaction and actively involving customers in…
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In this episode, Kortney chats with Eric Girard, CEO of Girard Training Solutions and author of the book "Lead Like a Pro," about empathy and trust in leadership. They dive into why empathy is essential for managers and how it can amp up business success. From practical tips to hilarious monkey metaphors, they break down the nitty-gritty of buildin…
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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 episode, we're delving into the transformative journey of Sarah Willoughby, author of the book "Infertility Saved My Life." Sarah brings a wealth of experience from her ten years in corporate HR to her current role as a transformation coach, fertility coach, author, speaker, and energy healer. In this moving conversation, Sarah opens up abo…
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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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- HexClad drives repeat orders and revenue through email, SMS, and other retention channels. Key tactics include education about products, innovation by frequently releasing new products, sales/promotions, post-purchase upsells/cross-sells, and optimizing core retention automation. - They use their community "Cooking with HexClad" on Facebook for e…
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