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 ..read more

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 conversation, Lauren and Matthew discuss what makes the subscription model work, the biggest mistake companies make in the subscription space, and some actionable tips to try for your own subscription model. Want to turn casual buyers into loyal, lif ..read more

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 and copywriting to engage and retain customers. At Aampe, James spearheads the first truly AI-driven approach to CRM Marketing Automation, which allows apps to create personalized, omni-channel customer experiences to increase customer engagement an ..read more

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 is now investing in and acquiring other marketing agencies and ecommerce brands. Over the course of the show, Lauren and Jem discuss how to find the balance between prioritizing retention or growth, ways to find profitability through ad-spending, an ..read more

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 goals. This time, Nicolas and Lauren discuss why companies need to be prioritizing customer experience, how gamification can help your customer retention marketing strategies, and the ways in which marketing focuses have shifted over the years.  ..read more

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 successful campaigns and products for the likes of Amazon, Disney and Walmart. This time, Brittany and Lauren discuss how to turn your customers into loyal superfans, why companies must understand what makes them superior to their competition, and how to ..read more

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 recording, Sara Caldwell was the VP of customer experience at Dovetail, a customer insights hub helping thousands of teams build better products. Sara draws on her 10+ years of experience in customer focused roles as well as her experience as ..read more

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 highlight that not all customers are the same. Adrian helps companies deliver better customer service and customer experiences in two ways; the first is through acting as an advisor on specific service, experience and engagement issues, and the second ..read more

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 Rudeegraap is the Co-Founder and CEO of Sendoso, a company that helps businesses engage with customers throughout the buyer's journey. With a focus on trackable, measurable, and scalable strategies, Kris has led Sendoso to provide innovative solutions tha ..read more

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 over longevity and instead focus on the next time, every time. Shep is an experienced speaker and an international authority on all things customer service, customer experience and loyalty in business. He is the best-selling author of eight books and ..read more