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Roadblocks on How to Fix Customer Retention

Summer Naomi InteriorSummer Naomi Interior | September 23, 2019

‘L-eh eh eh- t’s…Let’s stay together (‘gether)’

Whether a customer is ‘shiny and new’- a phrase used by this week’s ‘Sweets of CX’ guest, Jeannie Walters– or a loyal, long-time supporter of your brand, it’s all about keeping the healthy relationship going. In her conversation with our own James Gilbert, Jeannie- author, speaker, consultant, owner of Experience Investigators by 360 Connext, and CX Expert for 20 + years- educates us on the ins and outs of Customer Retention.

So, where do we begin? According to Jeannie, ‘Retention starts from before you make the sale…If you think about creating an amazing experience and really understanding your customer’s journey from end-to-end, THAT is where you build retention. THAT’s where you start building loyalty.’

From Journey Mapping (including exit point) and the importance of root-cause analysis, to really knowing (like, for real) and listening to (key words, ya’ll) your customers, Jeannie’s expertise and insights lay out the most important points of retention. And- trust us- you’ll wanna take notes.

Of course, we also had to ask our signature question. Which company’s CX left a lasting impression on our honored guest? It’s an athletic-wear company called Moose Jaw. According to Jeannie, they don’t just sell products. They actually provide resources to help people become athletes. They’re ‘building community, based on who their customers are and what they’re trying to do,’ and THAT’s something we can all sink our teeth into.

You can find this interview, and many more, by subscribing to ‘The Sweets of CX’ Podcast on iTunes. If you don’t use iTunes, you can listen to every episode by clicking here.  Or find us on SoundCloud, Spotify, Stitcher, YouTube, Google play, Spreaker, and more.

Jeannie Walters’ Bio:

Jeannie Walters is a customer experience and patient experience speaker, writer, and consultant with more than 20 years’ experience in assisting all types of companies, including Fortune 500. Specialties include in-depth experience evaluations, customer journey mapping, user experience analysis, and leading workshops and trainings.