It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
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continue reading
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Daily Deals
How to Incite Loyalty and Increase Customer Retention w/ Ed Frame
Manage episode 341013927 series 3272603
Content provided by David Millay. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by David Millay or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
It’s 5x cheaper to retain an existing customer than acquire a new one and increasing retention by 5% can increase profits by 25 - 95%. Yet so many companies still prioritize customer acquisition over retention. In this episode, David Millay and Katie Rudy sit down with Ed Frame, CEO and Founder of Exemplify CX and discuss his 7-phase approach to Customer Longevity, converting buyers into repeat customers and brand advocates.
—--
Show Notes
2:35 About Exemplify and the Retention Funnel
3:59 Working Backwards - The Ideal Customer Experience
7:49 The 7 Phases of Customer Retention
11:32 Solving a Problem - Known and Unknown
16:15 Creating a Tangible “Unboxing” for Experiences
20:43 Overcoming Buyers’ Remorse
23:42 Giving Customers More
25:49 Driving Customer Loyalty
29:19 Inciting Loyalty through Social Media
32:45 The Cost of Retention vs. Acquisition
38:28 Cultivating Brand Advocates
41:08 The Value of Service Recovery
43:43 Hot Takes
46:30 Parting Advice
-----
For more info on topics covered in this episode:
Connect with Ed on LinkedIn
Learn more about Exemplify | 7 Steps to Customer Longevity
Connect with Host, David Millay:
Connect w/ David Millay on LINKEDIN: https://www.linkedin.com/in/davidmillay/
Follow David on INSTAGRAM: https://www.instagram.com/david.millay/
Follow David Millay on TWITTER: https://twitter.com/DavidMillay
139 episodes
Share
Manage episode 341013927 series 3272603
Content provided by David Millay. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by David Millay or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
It’s 5x cheaper to retain an existing customer than acquire a new one and increasing retention by 5% can increase profits by 25 - 95%. Yet so many companies still prioritize customer acquisition over retention. In this episode, David Millay and Katie Rudy sit down with Ed Frame, CEO and Founder of Exemplify CX and discuss his 7-phase approach to Customer Longevity, converting buyers into repeat customers and brand advocates.
—--
Show Notes
2:35 About Exemplify and the Retention Funnel
3:59 Working Backwards - The Ideal Customer Experience
7:49 The 7 Phases of Customer Retention
11:32 Solving a Problem - Known and Unknown
16:15 Creating a Tangible “Unboxing” for Experiences
20:43 Overcoming Buyers’ Remorse
23:42 Giving Customers More
25:49 Driving Customer Loyalty
29:19 Inciting Loyalty through Social Media
32:45 The Cost of Retention vs. Acquisition
38:28 Cultivating Brand Advocates
41:08 The Value of Service Recovery
43:43 Hot Takes
46:30 Parting Advice
-----
For more info on topics covered in this episode:
Connect with Ed on LinkedIn
Learn more about Exemplify | 7 Steps to Customer Longevity
Connect with Host, David Millay:
Connect w/ David Millay on LINKEDIN: https://www.linkedin.com/in/davidmillay/
Follow David on INSTAGRAM: https://www.instagram.com/david.millay/
Follow David Millay on TWITTER: https://twitter.com/DavidMillay
139 episodes
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Daily Deals
Daily Deals
Daily Deals
Similar to Making the Fan
It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
…
continue reading
Big tech is transforming every aspect of our world. But how, and at what cost? This season of Land of the Giants – The Disney Dilemma – focuses on Disney’s ability to weather the ups and downs of the business cycle and changing tastes and explores what has kept it successful for over 100 years. The entertainment giant has leveraged nostalgia and its intellectual property to build a beloved brand, but after an acquisition spree that included Marvel, Lucasfilm, and 20th Century Fox, can it sus ...
…
continue reading
T
The Influence Factor by The Influencer Marketing Factory
1
The Influence Factor by The Influencer Marketing Factory
The Influencer Marketing Factory
37k128
Alessandro Bogliari, CEO and Co-Founder of The Influencer Marketing Factory, a global influencer marketing agency, talks with great guests about influencer marketing, social media, the creator economy, social commerce and much more.
…
continue reading
Hop aboard for an insightful ride with SE Ranking’s ‘Agency Rollercoaster’ podcast! We sit down with digital agency leaders to chat about their wild professional journeys. From dizzying highs to challenging lows, we cover it all—innovative strategies, client success stories, and insider tips straight from the experts. Whether you’re a seasoned pro or just starting out, our podcast plunges into the twists and turns of client management, team leadership, and business growth in the digital worl ...
…
continue reading
Wharton faculty and industry leaders discuss their latest research, books, and relevant business topics. Hosted on Acast. See acast.com/privacy for more information.
…
continue reading
Call them changemakers. Call them rule breakers. We call them Redefiners. And in this provocative podcast, we explore how daring leaders from across industries and around the globe are redefining their organizations—and themselves—to create extraordinary impact in today’s rapidly changing world. In each episode, Russell Reynolds Associates Leadership Advisor Hoda Tahoun and former CEO Clarke Murphy host engaging, purposeful conversations with leaders in and out of the business world who shar ...
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