How to Incite Loyalty and Increase Customer Retention w/ Ed Frame

It’s 5x cheaper to retain an existing customer than acquire a new one and increasing retention by 5% can increase profits by 25 - 95%. Yet so many companies still prioritize customer acquisition over retention. In this episode, David Millay and Katie Rudy sit down with Ed Frame, CEO and Founder of Exemplify CX and discuss his 7-phase approach to Customer Longevity, converting buyers into repeat customers and brand advocates. —-- Show Notes 2:35 About Exemplify and the Retention Funnel 3:59 Working Backwards - The Ideal Customer Experience 7:49 The 7 Phases of Customer Retention 11:32 Solving a Problem - Known and Unknown 16:15 Creating a Tangible “Unboxing” for Experiences 20:43 Overcoming Buyers’ Remorse 23:42 Giving Customers More 25:49 Driving Customer Loyalty 29:19 Inciting Loyalty through Social Media 32:45 The Cost of Retention vs. Acquisition 38:28 Cultivating Brand Advocates 41:08 The Value of Service Recovery 43:43 Hot Takes 46:30 Parting Advice ----- For more info on topics covered in this episode: Connect with Ed on LinkedIn Learn more about Exemplify | 7 Steps to Customer Longevity Connect with Host, David Millay: Connect w/ David Millay on LINKEDIN: Follow David on INSTAGRAM: Follow David Millay on TWITTER:

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How to Incite Loyalty and Increase Customer Retention w/ Ed Frame is an episode from Flip the Switch by EngageMint by David Millay.

This episode is 50:05 long.

This episode was published on Sep 13, 2022.

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