Complacency After the Close Is Killing Your LTV with David Wachs

David Wachs joins Alyssa Nolte to rethink what really builds lasting customer relationships.

Most teams celebrate the close and then move on. That gap right after conversion is where loyalty is won or lost. Alyssa Nolte and David Wachs dig into why keeping customers takes just as much intention as winning them, and how small, human actions can drive bigger lifetime value. If you care about retention, trust, and rethinking how customers feel after they buy, this episode is for you.

Why listen

If you are focused on growth but churn keeps creeping up, this conversation will challenge how you think about onboarding, customer service, and follow-up. David shares real stories where owning mistakes, following up the right way, and showing care turned frustrated customers into customers for life. Alyssa connects it all back to how effort, emotion, and perception shape modern customer relationships.

3 key takeaways

• The real LTV killer is not bad sales. It is what happens after the sale.
• Customers leave when effort feels higher than value, even if the product works.
• Simple actions like follow-ups and handwritten notes can create outsized loyalty.

This episode is about rethinking retention, rethinking effort, and rethinking what it means to truly appreciate customers long after the deal is done.

People and resources mentioned

• David Wachs
• Handwritten (handwritten.com)
• Brittany Hodak
• Creating Superfans by Brittany Hodak