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.
Creating Loyal Customers with Shep Hyken
November 1, 2022 • 30 MIN
For the first ever episode, host Lauren DeSouza is joined by Shep Hyken, the Chief Amazement Officer for Shepard Presentations, LLC. 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.
Understanding Your Customer with Adrian Swinscoe
November 15, 2022 • 31 MIN
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. Adrian helps companies deliver better customer service and customer experiences in two ways; the first is through acting as an advisor on specific service, experience and engagement issues, and the second is by building internal team and leadership capability via mentoring, thought leadership and masterclasses.
Connecting With Your Customers with H.E. Amb. Terry Earthwind Nichols
November 29, 2022 • 24 MIN
This time, Lauren is joined by H.E. Amb. Terry Earthwind Nichols, a visionary strategist and mentor in the world of sales and marketing. His focus is on creating achievement-based business models rather than goal-based, bringing out the best in employees, improving working relationships, and helping business growth. Terry is also the author of eight, soon to be nine, books including Consortium, which preaches the importance of putting people, not sales, first.
How To Create Superfans with Brittany Hodak
December 13, 2022 • 33 MIN
In this episode, 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. In this episode, 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.
The Importance of Customer Experience with Nicolas Babin
December 20, 2022 • 40 MIN
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 goals.
Finding The Balance Between Retention and Growth with Jem Bourouh
January 3, 2023 • 28 MIN
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 investing in and acquiring other marketing agencies and ecommerce brands.
The Secret to Subscriptions with Matthew Holman
January 17, 2023 • 32 MIN
Lauren is joined by subscription expert, Matthew Holman. Over the years, Matthew has worked with hundreds of brands to help transform their subscription models. In the episode, 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.
Content is Key with Alice Clark
January 31, 2023 • 31 MIN
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.
Being a Student of Human Beings with Bruce Temkin, the Godfather of Customer Experience
February 14, 2023 • 28 MIN
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.
The Power of Listening with Dave Kerpen
February 28, 2023 • 28 MIN
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.
Leveraging Technology in Marketing with John Sime, Senior Product Marketing Manager at Shopify
March 14, 2023 • 39 MIN
Lauren is joined by John Sime, a Senior Product Marketing Manager at Shopify. In the episode, Lauren and John discuss how best to leverage technology in marketing, how businesses should measure the success of their retention strategies, and why, in marketing, no one really knows what they’re doing.
Why Companies Need to be More Customer-Centric with Howard Tiersky, CEO of FROM
March 28, 2023 • 37 MIN
Lauren is joined by Howard Tiersky, CEO of FROM, the Digital Transformation Agency. In the episode, Lauren and Howard discuss why customer behavior drives the majority of revenue and growth for a company, why many of the most valuable companies are known for providing a great customer experience, and the love formula.
An Emotional Approach to Customer Retention with Jim Tincher, CEO of Heart of the Customer
April 11, 2023 • 38 MIN
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.
The Secret to Lifecycle Marketing with Elyssa Verhoogen, Senior CRM and Lifecycle Consultant at Dojo
April 25, 2023 • 30 MIN
This time, 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.
How To Create Customers For Life with Cole Atkinson, Senior Product Manager at Shopify
May 9, 2023 • 31 MIN
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. 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.
Why Customer Segmentation is so Useful with Devam Hirpara, Ecommerce and CRM Specialist at L’Oreal
May 23, 2023 • 31 MIN
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 useful and important, what three attributes every marketer needs to have, the impact of how your brand is perceived, and why you shouldn’t pester your customers with stuff they don’t care about.
Raising Your Brand’s Awareness Through Customer Retention with Sabrina Buus, Marketing Director at Sephora Germany, Switzerland, and Scandinavia
June 6, 2023 • 24 MIN
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. In the episode, Lauren and Sabrina discuss how to measure and track loyalty programs, emphasize the importance of offering an excellent customer experience, and the value of putting yourself in your customer’s shoes.
Why You NEED to Pay Attention to Retention with Joey Coleman, Chief Experience Composer at Design Symphony
June 20, 2023 • 48 MIN
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. 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.
How Well Do You Know Your Customers? with Ron Kaufman, CEO of Uplifting Service
July 4, 2023 • 39 MIN
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.
How Customer Personalization Disrupted the Boutique Fitness Model with Laura Munkholm, President of Walla
July 18, 2023 • 38 MIN
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.
Tough Times and Hardship: A Founder’s Journey with Anatoliy Labinskiy, Founder of GSM Growth Agency
August 1, 2023 • 27 MIN
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.
Mastering Customer Experience: The Art of Being There with Dan Gingiss, The Experience Maker
August 15, 2023 • 37 MIN
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.
The Game Plan: Demystifying Gamification with Moe Ash, Founder of The Catalyst
August 29, 2023 • 38 MIN
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.
What the Future of Customer Experience Looks Like with Dave Norton, Founder of Stone Mantel
September 12, 2023 • 33 MIN
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.
Why Airline Loyalty Programs Work with Mark Ross-Smith, CEO of StatusMatch.Com
September 26, 2023 • 35 MIN
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.
Successful Conversion Rates with Will Laurenson, CEO of Customers Who Click
October 10, 2023 • 35 MIN
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.
How to Understand Customer Emotions with Adam Toporek, CTS Service Solutions
October 24, 2023 • 41 MIN
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.
Customer Service is Part of Your Brand with Khaled Alaa, Head of Experience at Talabat
November 7, 2023 • 28 MIN
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.
The New Customer Journey with Iman ElNashar of eXtra
November 21, 2023 • 36 MIN
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.
Should Your Business Be Subscription Based? With Ben Fisher, CEO of Rodeo
December 5, 2023 • 33 MIN
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!
Never Sit in the Lobby with Glenn Poulos of NWS
December 19, 2023 • 36 MIN
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.
Marketing Trends that Defined 2023: The Year of AI, Personalization and Loyalty Programs
December 28, 2023 • 35 MIN
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.
The Value of Letting Go of Customers with Rand Fishkin, Co-Founder of SparkToro
January 9, 2024 • 26 MIN
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.
COO of Mailchimp: Get Closer to Your Customer and Market, Leveraging the Power of Emotions in Business & What 3 Words Customer Retention Revolves Around!
January 23, 2024 • 32 MIN
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.
CRM Expert: Don’t Try To Convert The Wrong People, What You Need to Know About CRM, & Why Habit Formation is Your Best Friend
February 6, 2024 • 30 MIN
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.
Customer Experience Legend: Customer Service Hasn’t Changed, Don’t Spend On Socials & Loyalty Needs Emotions
February 13, 2024 • 30 MIN
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.
Customer Retention Maestro: Crafting Unforgettable Customer Experience, The Power of Personal Touches, and How to Utilize Gifting Strategies
February 20, 2024 • 26 MIN
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.