أفضل بودكاسات Retain (2024)

1
The Godfather of Customer Experience: Don’t Forget To Be Human, Find Your Superpowers & Bring Empathy To Work 28:56

6d ago28:56

28:56

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 disciplin…

1
RPDP 15 "American ninja dragon slayer" 05.20.24 1:38:37

7d ago1:38:37

1:38:37

We talk about pissing on cars from freeway over ramps, strip club etiquette, should you always get excited about tits, why to be careful with church chicks, more shit about church, drinking out of cups, total recall, how not to make an ass out of yourself if you get wasted, and fighting dragons. =================================== Do us a solid! Li…

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Welcome to Attract, Retain, Support 1:19

12d ago1:19

1:19

Are you busy building your business, but can’t find the talent you need to sustain your growth? Look no further than ISANS supports for employers to help attract and retain immigrant talent.بقلم ISANS

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Email & SMS Guru: Dominating the Wild West of Email Marketing, The Power of User-Generated Content & Why Your Email Marketing Campaigns Aren’t Working 26:43

13d ago26:43

26:43

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 campa…

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RPDP 14 "When I'm rich all I'm doing is walking around in a toga with a jug of wine" 05.13.24 2:20:58

14d ago2:20:58

2:20:58

We talk about the stupid awesome line and the rich crazy line, togas and jugs of wine, timid drivers and aggressive drivers, brake checking cops, theoretical situations involving hanging out with ex girlfriends, how professional dart ratings are determined, float tanks, and more sponsorship opportunities, and finally a breakdown of savory vs. sweet…

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HelloFresh CRM Lead: Time To Be Novel, Making Customers More Than Profit & Cracking The Database Code 31:14

20d ago31:14

31:14

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 th…

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RPDP 13 "Call the police somebody s*** on the ground" 05.06.24 2:05:34

21d ago2:05:34

2:05:34

You know what you damn came for and you’re gonna get it! Topics include beef steaks vs. squid steaks, Mexican swearing, boner pills, struggle pussy, an update on the AirPods saga, watching scrambled porn, all the shit we’re listening to lately, people from high school that died, of course drugs, how crucial it is to puke in the kitchen sink or toil…

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CRM Lead at TikTok: Airbnb's Secrets to Marketing Success, Understanding Customer Preferences & Using AI to Gain a Competitive Edge 29:28

27d ago29:28

29:28

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 am…

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RPDP 12 "Cochise wants to f*** Counselor Troi" 04.29.24 2:01:35

28d ago2:01:35

2:01:35

Matty f***ed up and the notes ain’t so good for it was a wee bit drunk out the night of recording but for sure we talked about bicycle lanes, blondes, whether or not “Who’s the Boss” was any good, and more about framing reality and self-esteem. =================================== Do us a solid! Like and subscribe! Send an episode to a friend! LEAVE…

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Subscriptions Expert: Stop Subscription Stressing, Create Customer Experience & Dig Into The Why 32:23

1M ago32:23

32:23

In this Greatest Hits episode, Lauren is joined by subscription expert, Matthew Holman. Over the years, Matthew has worked with hundreds of brands to help transform their subscription models. Matthew is also the Head of Growth at QPilot, a platform which offers merchants dynamic and flexible software to manage their repeat orders. During their co…

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RPDP 11 "Drinkiepoo" 04.22.24 1:48:52

1M ago1:48:52

1:48:52

Business as usual up in the RPDP offices! We talk about impatience, mental fortitude, more impatience, how squeaky wheels have made society weak, way more talk about nutrition than you’d ever expect from this cast, and a detailed breakdown of how to correctly ‘Chise out. =================================== Do us a solid! Like and subscribe! Send an…

1
Aampe's Head of Growth: Unleashing AI in Customer Retention, The Power of Copywriting & From Electrical Engineer to Marketer 32:05

1M ago32:05

32:05

In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with James Laurain, Head of Growth at Aampe. Together, they discuss James’ journey from electrical engineer to marketer, the power of copywriting, and how to use the capabilities of AI for customer retention. James has vast experience in leveraging B2B content strategies …

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RPDP 10 "The red heifer" 04.15.24 1:43:06

1M ago1:43:06

1:43:06

NOW IN GLORIOUS HD AUDIO! Well, Cochise sounds way better. We get into sacrificing the red heifer and general disinterest in all this eclipse nonsense, being unemployed with style, Belgian waffles, and cigar talk to round out a nice ep. =================================== Do us a solid! Like and subscribe! Send an episode to a friend! LEAVE A 5 STA…

1
Google Ads Mastermind: Don’t Be A Perfectionist, Balance Your Retention & Don’t Put All Your Eggs In One Basket 28:15

2M ago28:15

28:15

In this Greatest Hits episode of Retain: The Customer Retention Podcast, Lauren DeSouza welcomes Jem Bourouh to the podcast. Jem is a serial entrepreneur from Germany. With his Google Ads agency Adcubator, Jem has spent more than $310M profitably. After being in the DTC space for more than 4 years and bootstrapping his own e-commerce brands, Jem’s …

1
RPDP 9 "Don't squeeze the 'Chise!" 04.08.24 1:33:24

2M ago1:33:24

1:33:24

BIG NEWS ON A CAN NOT MISS EPISODE! We also talk psychology books, Cochise shares some recipe ideas, we discuss our mutual disdain of skinhead punks, and some pretty good advice about hitting a punch machine. =================================== Do us a solid! Like and subscribe! Send an episode to a friend! LEAVE A 5 STAR REVIEW AND WE WILL READ IT…

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Founder of CX Journey: The 3 Key Questions Every Company Needs to Ask Itself, Becoming an Expert in Organizational Culture & How to Harness Predictive Analytics 26:16

2M ago26:16

26:16

In this episode of Retain: The Customer Retention Podcast, Lauren DeSouza speaks with Annette Franz, Founder and CEO of CX Journey. Together, they discuss the importance of culture, predictive analytics, and understanding the needs of employees and customers. Annette is a multi-award winning customer experience expert and author. She has over 30 ye…

1
RPDP 8 “F* these sh*y Gen2 AirPods Pro” 04.01.24 1:41:34

2M ago1:41:34

1:41:34

It’s not an April Fool’s joke - Matt is way pissed off at Apple, but it takes us most of the ep to get there. We also list the sponsorships we’d be receptive to and talk about going back in the penalty box. Here’s the real April fool’s joke: your face. =================================== Do us a solid! Like and subscribe! Send an episode to a frien…

1
Former Director at Sony: Gamify Everything, Get Out Of The 90s & The Importance of Customer Experience 40:06

2M ago40:06

40:06

In this episode, Lauren is joined by Nicolas Babin, a strategic advisor and consultant. Nicolas’ background as a serial entrepreneur, executive, and board member has spanned from startups to multinational tech giants, such as Sony. Today, Nicolas gets excited by opportunities to help innovative companies achieve profitable growth and key business g…

1
RPDP 7 “Surrounded by rabbits” 03.25.17 1:41:23

2M ago1:41:23

1:41:23

Uh, I don’t remember this one so well. I forgot to write a summary when we recorded it. I f***ed up and I'm sorry. I know it’s funny as sh*t though. - Matt =================================== Do us a solid! Like and subscribe! Send an episode to a friend! LEAVE A 5 STAR REVIEW AND WE WILL READ IT ON THE AIR NO MATTER WHAT YOU SAY ABOUT US. Thoughts…

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Co-Founder of Exit Your Way: Understand Your Secret Sauce, Give Cutting Edge Customer Service & What a Marketing Dream Team Looks Like! 36:31

2M ago36:31

36:31

In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Damon Pistulka, the Co-Founder and Managing Director of Exit Your Way. Together they discuss recognizing the need to improve customer retention, the increasing role technology is playing, and what a marketing dream team looks like. Damon is the Co-Founder and managin…

1
RPDP 6 “Cochise gets a company car” 03.10.24 1:16:33

2M ago1:16:33

1:16:33

Cochise is a little salty on this one, hilarity ensues. Eat your fkn vegetables. =================================== Do us a solid! Like and subscribe! Send an episode to a friend! LEAVE A 5 STAR REVIEW AND WE WILL READ IT ON THE AIR NO MATTER WHAT YOU SAY ABOUT US. Thoughts? Problems? Feelings? We’re here for you: rpdpcares@gmail.com ***DISCLAIMER…

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RPDP 1 “When you stop questioning yourself, you’ve become everyone else” 10.07.23 1:36:32

2M ago1:36:32

1:36:32

On the inaugural episode of RPDP your esteemed hosts, Cochise and Metal Matt, give a rundown of their history and the genesis (and resurrection) of the RPDP brand which eventually devolves into a conversation about which of two dominant music services is truly superior. =================================== Do us a solid! Like and subscribe! Send an …

1
RPDP 4 “Buffalo ’66” 02.23.24 1:38:03

2M ago1:38:03

1:38:03

We discuss Cochise’s favorite movie at length as well as beer, because of course. Film cameras and photography are also discussed. =================================== Do us a solid! Like and subscribe! Send an episode to a friend! LEAVE A 5 STAR REVIEW AND WE WILL READ IT ON THE AIR NO MATTER WHAT YOU SAY ABOUT US. Thoughts? Problems? Feelings? We’…

1
RPDP 5 “Six hundred pound tuna” 03.03.24 1:03:56

2M ago1:03:56

1:03:56

We’re a little slow out of the gate (what, you don’t ever get tired? Yeah fkn right, idiot) but we soldier on and this one is a helluva banger. That weird tech issue (probably the damn NSA) pops again but we catch and correct quicker. Thanks for listening! =================================== Do us a solid! Like and subscribe! Send an episode to a f…

1
RPDP 3 “A lot about girls” 02.20.24 1:20:17

2M ago1:20:17

1:20:17

Probably too much, actually. There’s a weird tech glitch later in the episode, thanks for sticking it out. =================================== Do us a solid! Like and subscribe! Send an episode to a friend! LEAVE A 5 STAR REVIEW AND WE WILL READ IT ON THE AIR NO MATTER WHAT YOU SAY ABOUT US. Thoughts? Problems? Feelings? We’re here for you: rpdpcar…

1
RPDP 2 “The beer whisperer” 10.15.23 1:18:11

2M ago1:18:11

1:18:11

After a nice little technical mishap (included for posterity) we get into IBUs, sneaky morning beers, the f***ing Seahawks, cops, and the fine art of “puke and rally”. Matt sincerely apologizes for the burps, it was real drunk out that day. =================================== Do us a solid! Like and subscribe! Send an episode to a friend! LEAVE A 5…

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Superfan Expert: How To Create Superfans, 5 Keys to Customer Retention & Treat Customers How You Want To Be Treated 33:00

3M ago33:00

33:00

In this Greatest Hits episode of Retain, Lauren is joined by Brittany Hodak, an international keynote speaker and award-winning business leader. Brittany is widely regarded as a ‘go-to source’ for generating and retaining superfans. She’s also the co-founder of The Superfan Company, a multimillion-dollar fan-engagement agency that has created succe…

1
Customer Experience VP: Why Staying Connected to the Customer is Paramount, The Power of Saying No in Marketing & Don’t Forget the Long-term 27:38

3M ago27:38

27:38

In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Sara Caldwell, newly appointed Head of Customer Success at OpenAI. Together, they discuss the importance of decision-first customer research for retention, staying connected to the customer with customer facing teams, and not forgetting the long-term. At the time of …

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Customer Experience Consultant: Where You Find Loyalty, How You Control Customer Experiences & Why You Need To Treat Customers Differently 31:25

3M ago31:25

31:25

In this Greatest Hits episode, Lauren is joined by Adrian Swinscoe, a customer experience consultant and advisor who has been growing and developing customer-focused businesses for over 20 years. Together, Adrian and Lauren discuss what aspects of the customer journey create loyalty, how much control businesses have over customer experience, and hi…

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Customer Retention Maestro: Crafting Unforgettable Customer Experience, The Power of Personal Touches, and How to Utilize Gifting Strategies 26:59

3M ago26:59

26:59

In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Kris Rudeegraap, the Co-Founder and CEO of Sendoso. Together they unpack the power of personal touches when it comes to customer retention, discussing the importance of humanizing the sales process, and proposing a redefinition of account-based marketing. Kris Rudeeg…

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Customer Experience Legend: Customer Service Hasn’t Changed, Don’t Spend On Socials & Loyalty Needs Emotions 30:47

3M ago30:47

30:47

In this Greatest Hits episode, host Lauren DeSouza is joined by Shep Hyken, the Chief Amazement Officer for Shepard Presentations. On the show, Shep and Lauren discuss the importance of building an emotional connection with your customers, how crucial it is to give your customers the service they expect, and why companies need to avoid obsessing ov…

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CRM Expert: Don’t Try To Convert The Wrong People, What You Need to Know About CRM, & Why Habit Formation is Your Best Friend 30:42

4M ago30:42

30:42

In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Uzair Hamid, Founder and Community Lead of CRM DXB. Together, they discuss the importance of customer relationship management (CRM) in marketing, habit formation for retaining customers, and how to track the success of habit formation measures. Uzair is the Founder a…

1
COO of Mailchimp: Get Closer to Your Customer and Market, Leveraging the Power of Emotions in Business & What 3 Words Customer Retention Revolves Around! 32:36

4M ago32:36

32:36

In this episode of Retain: The Customer Retention Podcast, host Lauren DeSouza sits down with Sandeep Dube, the Chief Operating Officer at Intuit Mailchimp. Mailchimp is known the world over as a leading email marketing platform. Together, the duo discuss Sandeep’s role at Mailchimp and their emphasis on customer satisfaction, the use of account ma…

1
The Value of Letting Go of Customers with Rand Fishkin, Co-Founder of SparkToro 26:41

5M ago26:41

26:41

In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Rand Fishkin, serial entrepreneur, author and Co-Founder of SparkToro. Together they are playing devil’s advocate, by challenging the business industry's obsession with retention, arguing that there is real value in letting go of customers and discussing effective st…

1
Marketing Trends that Defined 2023: The Year of AI, Personalization and Loyalty Programs 35:36

5M ago35:36

35:36

For the final Retain episode of 2023, to wrap up the year, Lauren DeSouza is looking back over the previous 12 months to identify the biggest marketing trends of 2023. Joining her to do so is Ahmed Khairy, the CEO of Gameball. Together, the duo delve into the impact of AI on marketing strategies, how companies have moved further towards personalize…

1
Never Sit in the Lobby with Glenn Poulos of NWS 36:04

5M ago36:04

36:04

In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Glenn Poulos, entrepreneur, author and Executive Vice President of NWS. Together, they unpack the power of cultivating good relationships in business and share key strategies that will show you how to get and stay in front of customers and be a pleasure to do busines…

1
Scaling CS with Brittany Soinski of Loom 46:43

5M ago46:43

46:43

Onboarding is arguably one of the most critical components of customer engagement and retention, so scaling it well is important. This week, Brittany Soinski, Manager, Onboarding at Loom joins Jay Nathan to share how her team has tackled this program: Created an onboarding team who is dedicated to owning this process Developed strong templates by s…

1
Building Community/Business Alignment 52:27

6M ago52:27

52:27

This week, Jeff talks with Jake McKee, founder of Jake McKee Consulting about community's role in business. Jake shares some critical points for companies looking to bring a community program into their business model that help ensure it is more than just a 'nice to have' opportunity. Community needs to be embedded into business operations, and to …

1
Should Your Business Be Subscription Based? With Ben Fisher, CEO of Rodeo 33:45

6M ago33:45

33:45

In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Ben Fisher, CEO of Rodeo. Together, they get into whether or not your business should become (or stay as) a subscription based service; how to deal with churn and retention rates; and how to increase revenue through a subscription model! Ben is the Co-Founder and Tec…

1
Scaling CS with Dan Ennis from Monday.com 46:20

6M ago46:20

46:20

This week, Dan Ennis, Manager of Scaled Customer Success at Monday.com joins Jay Nathan to continue our series about Scaled CS. Starting with Dan's definition of scale, "Increasing the impact with customers without necessarily having the same increase in input on the human side", Dan walks us through the scale process Monday.com went through. Shari…

1
Scaling Customer Success with Nisha Baxi from Gong 1:01:36

6M ago1:01:36

1:01:36

This week Jay Nathan is joined by Nisha Baxi, Head of Community and Digital CS at Gong to discuss the 5 questions that are often asked by companies who haven't implemented community. Why Community (What is the ROI/Value) Who should own and run customer communities? How do you staff a community? How do you get people to share content in a new commun…

1
The New Customer Journey with Iman ElNashar of eXtra 36:31

6M ago36:31

36:31

In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Iman ElNashar, Digital Commerce and Innovation Regional Director at eXtra. Together, they delve into the evolution of the customer journey over the years, including how technology played a massive role; why people are a business’ strongest asset; and how digital comm…

1
10-Minute Trumpet: 3 Keys for Scaled Success 7:20

6M ago7:20

7:20

This week Jeff Breunsbach takes a look at how being successful with a scaled approach relies on prioritizing and executing on a small number of things very well. Simple options such as education and training Tracking consistency Strong content that resonates with customer needs By making sure these pieces are well built and have strong customer awa…

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Triple Threat & Metal Matt Power Hour E20 “Pilgrims, hijackings, and accidents in the kitchen” 1:04:22

7M ago1:04:22

1:04:22

Happy Veteran’s Day! We’re back! Did you miss us? We’ve been jet setting around the damn planet and we’re happy as hell to be back in Glendale. This week pilgrims get called to the carpet, Shane’s day in history turns into a new segment called “Matt Guesses Celebrity Ages”, and GTA goes to Popeye’s. =================================== Do us a solid…

1
10-Minute Trumpet: 3 Layers of Education: Product, Business, Market 8:33

7M ago8:33

8:33

This week, Jeff Breunsbach takes a look at some important components of customer education: Product Learn what part of your product aligns with the customer needs Our customers don't need to utilize every part of our product or be aware of every new feature Focus on the features and aspects they need and help them become experts in those areas Spec…

1
Customer Service is Part of Your Brand with Khaled Alaa, Head of Experience at Talabat 28:03

7M ago28:03

28:03

In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Khaled Alaa, Head of Experience at Talabat. Together, they delve into why customers prefer a consistent, normal product rather than an unpredictable fancy one; what makes quality customer service; and how your customer service is a part of your brand. Khaled is the H…

1
10-Minute Trumpet: Having a Named CSM 8:12

7M ago8:12

8:12

This week Jeff takes a look at the impact of equating a Named CSM with quality service. With the current economy, having a named CSM is a luxury many companies are no longer investing. CS teams are now in a position to pivot, but an understanding of that impact must be understood in order to successfully transition. -- Gain Grow Retain exists to co…

1
10-Minute Trumpet: Scaling Your CS Teams Through Specialized Roles 8:19

7M ago8:19

8:19

This week Jeff takes a moment to talk through the waves of the Customer Success Team journey. There are typically 3 waves of focus within the team as specialization becomes necessary. First 2 waves are mainly focused on 1:1 programs while the 3rd is all about scaling. However, in this state of moving away from 1:1 towards a more scaled focus, we ne…

1
How to Understand Customer Emotions with Adam Toporek, CTS Service Solutions 41:06

7M ago41:06

41:06

In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Adam Toporek, Customer Service Expert at CTS Service Solutions. Together they delve into how to become the customer’s hero; how to respond to negative and positive emotions of the customer; and unpacking if technology is a hassle for customers or not. Adam is a Custo…

1
Integrating Your CS Goals with Community 40:05

7M ago40:05

40:05

This week, Nicole Saunders, Director of Community at Zendesk talks with Jeff about how community can help bring value to the customer experience by bringing CS in as a strong content provider. Helps move from a transactional to a relational and learning experience Helps align the community around scaled ideas to create synergy and utilize tools and…

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