How to Keep Every Customer | Ep 130

“How do you double your business without getting more customers? You get them to stay longer.” Today, Leila (@LeilaHormozi) shares strategies drawn from her experience in scaling businesses, focusing on enhancing customer satisfaction and preventing churn. She covers six key principles for increasing customer lifetime value, such as effectively tracking ROI, understanding customer activation, and evolving products in line with market changes.

Welcome to Build where we talk about the lessons I have learned in scaling big businesses, gaining millions in sales, and helping our portfolio companies do the same. Buckle up, because we’re creating an unshakeable business.

Timestamps:

(0:34) - The honeymoon phase in customer relationships

(4:19) - Secret shopping: a deep dive into customer experience

(7:03) - 1st principle: mastering customer activation

(11:00) - 2nd principle: the power of tracking and displaying ROI

(16:03) - 3rd principle: the mirror effect in customer retention

(18:16) - 4th principle: accelerating time to value

(22:37) - 5th principle: enhancing customer success through feedback

(24:40) - 6th principle: evolving with the market for customer success

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