What if the secret to scaling your business isn’t about finding new customers but unlocking the potential of the ones you already have? In this episode, Emma interviews Kelly Olson, a seasoned expert in customer operations, who shares her proven strategies for retaining customers, reducing churn, and driving long-term growth by focusing on the often-overlooked post-sales journey. Kelly and Emma explore the critical role of onboarding in cultivating strong client relationships, how to proactively collect and act on customer feedback, and how to empower your team to deliver consistent, high-impact customer experiences. This episode is your roadmap to transforming customer relationships into long-term growth!
Listen in as Kelly explains:
- Why a seamless onboarding process is the key to customer retention
- The real reasons behind client attrition (hint: it’s not budget)
- The best ways to gather and apply customer feedback to drive results
And much, much more!
Why a Seamless Onboarding Process Is the Key to Customer Retention
Kelly and Emma describe why onboarding sets the tone for the entire customer relationship. A seamless process ensures that customers feel supported and see the value of your product or service from day one. When onboarding is proactive and intentional, it builds trust, accelerates time-to-value, and reduces the likelihood of churn later. Kelly explains that companies that invest in a structured, personalized onboarding experience not only retain more customers but also create advocates who are more likely to renew and recommend their services.
How to Uncover the Real Reasons Behind Client Attrition (Hint: It’s Not Budget)
Budget constraints are often cited as the reason for attrition, but they’re rarely the root cause. Most customers leave because they don’t perceive enough value in the product or service to justify the cost. Kelly explains that the key to uncovering the true reasons behind clients leaving lies in having honest conversations, especially during exit interviews. These provide insights into unmet expectations, gaps in communication, or missed opportunities to demonstrate value. She suggests that by addressing these deeper issues, you can refine your processes and reduce future attrition.
The Best Ways to Gather and Apply Customer Feedback to Drive Results
Customer feedback goes far beyond traditional surveys. According to Kelly, it’s about tapping into multiple touchpoints, from engagement metrics and product usage to sentiment analysis in customer meetings. By using tools like call recordings, support tickets, and advocacy programs, your business can collect valuable insights across the customer journey. The next step is equally critical: sharing this feedback across departments to inform decisions and drive meaningful improvements.
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