Millionaire University How to Turn Customers into Walking Billboards! l Samantha Irwin
May 14, 2025
Join Samantha Irwin, founder of Kaizen Coaching and Consulting, as she reveals the secrets to transforming businesses through exceptional customer experiences. From her journey as a middle school teacher to a boutique hotel owner, she emphasizes that even 1% better service can make a huge difference. Learn about her unique 'customer journey Ferris wheel,' effective retention strategies, and how to empower employees. Plus, hear a captivating story of turning a booking blunder into a rewarding experience. This is a treasure trove of insights for building loyalty and retention!
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Staff Churn Equals Customer Churn
- Staff churn directly causes customer churn, harming business continuity.
- Improving employee retention significantly boosts customer loyalty and business success.
Customer Journey as Ferris Wheel
- Customer experience is a continuous cycle, not a linear funnel, better visualized as a Ferris wheel.
- People, not just products, greatly influence customer retention and business profitability.
Personalize to Boost Retention
- Write customers' names or draw small symbols on their coffee cups to personalize visits.
- Add personalized thank you notes or incentives on receipts to encourage quick return visits.