In this Greatest Hits episode, Lauren DeSouza speaks with customer experience mastermind Howard Tiersky, CEO of FROM, The Digital Transformation Agency. They discuss why you should put yourself in the customer’s shoes, why companies need to be more customer-centric, and what exactly the Love Formula for customer retention is!Howard is the CEO of FROM, The Digital Transformation Agency, an agency which helps companies transform from where they are to where they need to be with today’s digital-first customers. He is also the author of the Wall Street Journal best-selling book, Winning Digital Customers: The Antidote to Irrelevance. He was previously the Vice President of Media and Entertainment at Capgemini.One of his previous colleagues, Bill Graham, described him as “super smart, strategic, energetic, thoughtful, engaged – Howard has it all.”We need your help! We want to know what you enjoy about the podcast, what topics you’d like us to explore, and how we can make Retain even better in the future. So we’ve created this simple feedback form to gather your insights and suggestions. Just click, fill it out, and let us know how we can make Retain even better for you.Want to turn casual buyers into loyal, lifetime customers? Well, click here to book a demo with Gameball.Retain: The Customer Retention Podcast is handcrafted by our friends over at: fame.soPrevious guests include: Dave Kerpen, Shep Hyken, Joey Coleman, Dan Gingiss, Brittany Hodak, Ron Kaufman and Jim Tincher.Check out the three most downloaded episodes: Why You NEED to Pay Attention to Retention with Joey Coleman, Chief Experience Composer at Design SymphonyMastering Customer Experience: The Art of Being There with Dan Gingiss, The Experience MakerThe Game Plan: Demystifying Gamification with Moe Ash, Founder of The CatalystIf you are interested in being a guest on Retain: The Customer Retention Podcast, please complete this form: fame.so/gmb-guest

In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Dennis Wakabayashi, the curator of the CX Hall of Fame, which celebrates the best and brightest stars in the customer experience field. Together they discuss how to look at personalization in a completely different way, the monumental impact that the feeling of an unexpected win has on customers, and the role gratitude plays in customer experience.Dennis Wakabayashi, from the Global Voice of CX, has over 170k audience members worldwide via Team Wakabayashi. He is also an Advisory Board Member for the Call and Contact Center Expo US, and an International Innovation Advisor to Cemantica too. Plus, Dennis hosts the podcasts and YouTube channels, CX In the Wild and The CX Tea Show. If you'd prefer to watch the episode instead, simply click here!We need your help! We want to know what you enjoy about the podcast, what topics you’d like us to explore, and how we can make Retain even better in the future. So we’ve created this simple feedback form to gather your insights and suggestions. Just click, fill it out, and let us know how we can make Retain even better for you.Want to turn casual buyers into loyal, lifetime customers? Well, click here to book a demo with Gameball.Retain: The Customer Retention Podcast is handcrafted by our friends over at: fame.soPrevious guests include: Dave Kerpen, Shep Hyken, Joey Coleman, Dan Gingiss, Brittany Hodak, Ron Kaufman and Jim Tincher.Check out the three most downloaded episodes: Why You NEED to Pay Attention to Retention with Joey Coleman, Chief Experience Composer at Design SymphonyMastering Customer Experience: The Art of Being There with Dan Gingiss, The Experience MakerThe Game Plan: Demystifying Gamification with Moe Ash, Founder of The CatalystIf you are interested in being a guest on Retain: The Customer Retention Podcast, please complete this form: fame.so/gmb-guest

In this Greatest Hits episode, Lauren DeSouza speaks with John Sime, Senior Product Marketing Manager at Shopify. They discuss John’s beginnings in a hotel and how it parallels his own work, how the ambiguity of marketing makes it exciting, why technology without talent is useless, and why you need to be able to read the room instead of constantly upselling.John is a Senior Product Marketing Manager at Shopify, a leading global commerce company, providing trusted tools to start, grow, market, and manage a retail business of any size. John is a product and technology-focused marketer, whose work has spanned e-commerce, consumer packaged goods, and tourism for B2C and B2B.A past colleague of John’s had nothing but praise to say about him: “John’s ability to handle questions and effortlessly reassure key stakeholders throughout the project was unlike anything I have seen. He went out of his way to really understand the nuisances of the agricultural industry and our dealer network; this helped us innovate and build new solutions above and beyond the initial ask”We need your help! We want to know what you enjoy about the podcast, what topics you’d like us to explore, and how we can make Retain even better in the future. So we’ve created this simple feedback form to gather your insights and suggestions. Just click, fill it out, and let us know how we can make Retain even better for you.Want to turn casual buyers into loyal, lifetime customers? Well, click here to book a demo with Gameball.Retain: The Customer Retention Podcast is handcrafted by our friends over at: fame.soPrevious guests include: Dave Kerpen, Shep Hyken, Joey Coleman, Dan Gingiss, Brittany Hodak, Ron Kaufman and Jim Tincher.Check out the three most downloaded episodes: Why You NEED to Pay Attention to Retention with Joey Coleman, Chief Experience Composer at Design SymphonyMastering Customer Experience: The Art of Being There with Dan Gingiss, The Experience MakerThe Game Plan: Demystifying Gamification with Moe Ash, Founder of The CatalystIf you are interested in being a guest on Retain: The Customer Retention Podcast, please complete this form: fame.so/gmb-guest

In this episode of Retain: The Customer Retention Podcast, host Lauren DeSouza speaks with Rachel Franklin-Heys, Head of Client Success at Pikkal & Co, to discuss how understanding consumer psychology can change the way that companies treat their customers. Together, Lauren and Rachel talk through the power of personal branding through storytelling, why it’s important to build meaningful, human connections, and which brands they admire the most.Rachel has a huge passion for psychology and human connections, which serves her well in her career. Using her psychology know-how, she is an expert in personal branding. We need your help! We want to know what you enjoy about the podcast, what topics you’d like us to explore, and how we can make Retain even better in the future. So we’ve created this simple feedback form to gather your insights and suggestions. Just click, fill it out, and let us know how we can make Retain even better for you.Want to turn casual buyers into loyal, lifetime customers? Well, click here to book a demo with Gameball.Retain: The Customer Retention Podcast is handcrafted by our friends over at: fame.soPrevious guests include: Dave Kerpen, Shep Hyken, Joey Coleman, Dan Gingiss, Brittany Hodak, Ron Kaufman and Jim Tincher.Check out the three most downloaded episodes: Why You NEED to Pay Attention to Retention with Joey Coleman, Chief Experience Composer at Design SymphonyMastering Customer Experience: The Art of Being There with Dan Gingiss, The Experience MakerThe Game Plan: Demystifying Gamification with Moe Ash, Founder of The CatalystIf you are interested in being a guest on Retain: The Customer Retention Podcast, please complete this form: fame.so/gmb-guest

In this Greatest Hits episode, Lauren is joined by New York Times best-selling author, Dave Kerpen. As a serial entrepreneur, Dave spins many plates. One of which is being the Co-founder and Executive Chairman of Apprentice, a platform connecting entrepreneurs with smart and motivated college students. Dave is also a renowned international keynotes speaker on all things business and marketing. Simply put, when Dave talks, you should listen.In the episode, Lauren and Dave 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.To find out how you can turn visitors and occasional buyers into loyal, life-time customers, head to Gameball.We need your help! We want to know what you enjoy about the podcast, what topics you’d like us to explore, and how we can make Retain even better in the future. So we’ve created this simple feedback form to gather your insights and suggestions. Just click, fill it out, and let us know how we can make Retain even better for you.Want to turn casual buyers into loyal, lifetime customers? Well, click here to book a demo with Gameball.Retain: The Customer Retention Podcast is handcrafted by our friends over at: fame.soPrevious guests include: Dave Kerpen, Shep Hyken, Joey Coleman, Dan Gingiss, Brittany Hodak, Ron Kaufman and Jim Tincher.Check out the three most downloaded episodes: Why You NEED to Pay Attention to Retention with Joey Coleman, Chief Experience Composer at Design SymphonyMastering Customer Experience: The Art of Being There with Dan Gingiss, The Experience MakerThe Game Plan: Demystifying Gamification with Moe Ash, Founder of The CatalystIf you are interested in being a guest on Retain: The Customer Retention Podcast, please complete this form: fame.so/gmb-guest

In this episode of Retain: The Customer Retention Podcast, host Lauren DeSouza talks with Peter Shankman, a six-time bestselling author, entrepreneur, keynote speaker, and host of the Faster than Normal podcast. Together, Lauren and Peter discuss how companies can retain neurodiverse employees while also creating neuro inclusive workplaces, how to include and retain neurodiverse customers, and how to understand your audience.  Peter is a renowned expert in customer service, a Futurist in Residence at BluShark Digital law firm, and founder of Shankminds: Business Masterminds. He is also a keynote speaker focussed on the importance of neurodiversity at work and how companies can become Neurodivergent-friendly. He hosts the Faster than Normal podcast, one of the top ADHD podcasts out there. He’s recently announced a collaborative venture to launch Mental Capital: a consultancy that helps companies attract, hire, and retain neurodiverse employees while also creating neuro inclusive workplaces.We need your help! We want to know what you enjoy about the podcast, what topics you’d like us to explore, and how we can make Retain even better in the future. So we’ve created this simple feedback form to gather your insights and suggestions. Just click, fill it out, and let us know how we can make Retain even better for you.Want to turn casual buyers into loyal, lifetime customers? Well, click here to book a demo with Gameball.Retain: The Customer Retention Podcast is handcrafted by our friends over at: fame.soPrevious guests include: Dave Kerpen, Shep Hyken, Joey Coleman, Dan Gingiss, Brittany Hodak, Ron Kaufman and Jim Tincher.Check out the three most downloaded episodes: Why You NEED to Pay Attention to Retention with Joey Coleman, Chief Experience Composer at Design SymphonyMastering Customer Experience: The Art of Being There with Dan Gingiss, The Experience MakerThe Game Plan: Demystifying Gamification with Moe Ash, Founder of The CatalystIf you are interested in being a guest on Retain: The Customer Retention Podcast, please complete this form: fame.so/gmb-guest

In this Greatest Hits episode, Lauren is joined by customer experience expert, Bruce Temkin. As the Head of Qualtrics XM Institute, Bruce works with the world’s most comprehensive resource for experience management professionals. Often referred to as the “Godfather of Customer Experience”, Bruce is renowned for defining and propelling the disciplines of customer experience and experience management.In the episode, Lauren and Bruce discuss the importance of being a student of human beings in marketing, the history of customer experience, and the power of empathy.To find out how you can turn visitors and occasional buyers into loyal, life-time customers, head to Gameball.We need your help! We want to know what you enjoy about the podcast, what topics you’d like us to explore, and how we can make Retain even better in the future. So we’ve created this simple feedback form to gather your insights and suggestions. Just click, fill it out, and let us know how we can make Retain even better for you.Want to turn casual buyers into loyal, lifetime customers? Well, click here to book a demo with Gameball.Retain: The Customer Retention Podcast is handcrafted by our friends over at: fame.soPrevious guests include: Dave Kerpen, Shep Hyken, Joey Coleman, Dan Gingiss, Brittany Hodak, Ron Kaufman and Jim Tincher.Check out the three most downloaded episodes: Why You NEED to Pay Attention to Retention with Joey Coleman, Chief Experience Composer at Design SymphonyMastering Customer Experience: The Art of Being There with Dan Gingiss, The Experience MakerThe Game Plan: Demystifying Gamification with Moe Ash, Founder of The CatalystIf you are interested in being a guest on Retain: The Customer Retention Podcast, please complete this form: fame.so/gmb-guest

In this Retain: The Customer Retention Podcast episode, Lauren DeSouza talks with Ben Billups, founder of NOBLE, a leader in the email marketing industry. Join them as they discuss actionable tactics for email & SMS deliverability, like finding your local maximum, how to stay on top of future industry updates, explain why some email marketing campaigns fail, and analyse the power of user-generated content. Ben is a two-time founder who has generated $26M+ in email & SMS revenue. At his company, NOBLE, for two years Ben has been leading the email and SMS marketing industry with a healthy mix of analytical skills and creative flair. NOBLE is a leader in the email marketing industry, specializing in reputation recovery, rapid scaling of owned audiences, and list monetization for ecommerce brands and publishers. He is also an Austin Committee Member for the American Advertising Federation, and works as an Advisor for H Street Digital.We need your help! We want to know what you enjoy about the podcast, what topics you’d like us to explore, and how we can make Retain even better in the future. So we’ve created this simple feedback form to gather your insights and suggestions. Just click, fill it out, and let us know how we can make Retain even better for you.Want to turn casual buyers into loyal, lifetime customers? Well, click here to book a demo with Gameball.Retain: The Customer Retention Podcast is handcrafted by our friends over at: fame.soPrevious guests include: Dave Kerpen, Shep Hyken, Joey Coleman, Dan Gingiss, Brittany Hodak, Ron Kaufman and Jim Tincher.Check out the three most downloaded episodes: Why You NEED to Pay Attention to Retention with Joey Coleman, Chief Experience Composer at Design SymphonyMastering Customer Experience: The Art of Being There with Dan Gingiss, The Experience MakerThe Game Plan: Demystifying Gamification with Moe Ash, Founder of The CatalystIf you are interested in being a guest on Retain: The Customer Retention Podcast, please complete this form: fame.so/gmb-guest

In this Greatest Hits episode, Lauren is joined by Alice Clark, the International CRM Lead for HelloFresh Market. HelloFresh, the German-based meal kit giant, are the largest meal-kit provider in the United States. As a “results-oriented automation nerd”, Alice champions marketing automation and synchronizing valuable data between all aspects of the CRM system.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.To find out how you can turn visitors and occasional buyers into loyal, life-time customers, head to Gameball.We need your help! We want to know what you enjoy about the podcast, what topics you’d like us to explore, and how we can make Retain even better in the future. So we’ve created this simple feedback form to gather your insights and suggestions. Just click, fill it out, and let us know how we can make Retain even better for you.Want to turn casual buyers into loyal, lifetime customers? Well, click here to book a demo with Gameball.Retain: The Customer Retention Podcast is handcrafted by our friends over at: fame.soPrevious guests include: Dave Kerpen, Shep Hyken, Joey Coleman, Dan Gingiss, Brittany Hodak, Ron Kaufman and Jim Tincher.Check out the three most downloaded episodes: Why You NEED to Pay Attention to Retention with Joey Coleman, Chief Experience Composer at Design SymphonyMastering Customer Experience: The Art of Being There with Dan Gingiss, The Experience MakerThe Game Plan: Demystifying Gamification with Moe Ash, Founder of The CatalystIf you are interested in being a guest on Retain: The Customer Retention Podcast, please complete this form: fame.so/gmb-guest

In this episode of Retain: The Customer Retention Podcast, Lauren DeSouza talks with Giovanni Zacchia, an experienced Growth Marketing Lead and Senior CRM Lead at TikTok. Together, they discuss keeping up with technology in CRM, using AI to gain a competitive edge, and leveraging mobile technology to improve customer service. Giovanni has a vast amount of experience working with some of the best companies in customer retention and growth marketing, such as TikTok, Airbnb, Olio, Miro, HotelTonight and Coinbase. He has been working in CRM for over eight years, specializing in high-growth tech companies and mobile-first businesses. In Giovanni’s roles as lead CRM, he has developed expertise in customer lifecycle programs, retention strategy, data science, and team management. We need your help! We want to know what you enjoy about the podcast, what topics you’d like us to explore, and how we can make Retain even better in the future. So we’ve created this simple feedback form to gather your insights and suggestions. Just click, fill it out, and let us know how we can make Retain even better for you.Want to turn casual buyers into loyal, lifetime customers? Well, click here to book a demo with Gameball.Retain: The Customer Retention Podcast is handcrafted by our friends over at: fame.soPrevious guests include: Dave Kerpen, Shep Hyken, Joey Coleman, Dan Gingiss, Brittany Hodak, Ron Kaufman and Jim Tincher.Check out the three most downloaded episodes: Why You NEED to Pay Attention to Retention with Joey Coleman, Chief Experience Composer at Design SymphonyMastering Customer Experience: The Art of Being There with Dan Gingiss, The Experience MakerThe Game Plan: Demystifying Gamification with Moe Ash, Founder of The CatalystIf you are interested in being a guest on Retain: The Customer Retention Podcast, please complete this form: fame.so/gmb-guest