Customer: Retention & loyalty
Showing 25 articles for Customer: Retention & loyalty.
Retention & loyalty
Podcast
Customer-led growth: using interviews and surveys to drive SaaS retention
Startups For the Rest of Us
November 22, 2022
Retention & loyalty
9
Customer discovery
8
Conversion rate optimisation
6
- Most teams can't explain why their best customers actually stay.
- Open-ended interview questions surface insights closed questions never reach.
- Spark Toro doubled free-to-paid conversion just by fixing onboarding.
Retention & loyalty
YouTube
How to switch payroll providers without disrupting your business
HR Party of One
October 6, 2022
Retention & loyalty
10
AI tools & automation
10
Pricing strategy
9
- Manual payroll errors can trigger compliance fines — here's when to leave
- Hidden add-on fees often make the cheapest provider most expensive
- Year-end switch plus parallel payroll runs eliminates transition risk
Retention & loyalty
YouTube
What churn is and how to reduce it in your SaaS startup
Rob Walling
September 6, 2022
Retention & loyalty
10
Unit economics
7
Product-market fit
5
- Net negative churn lets your business grow with zero new customers
- Before product-market fit, no retention tactic will fix high churn
- Revenue churn beats customer count as your core SaaS health metric
Retention & loyalty
YouTube
Automating customer success touch points with no-code tools
Rob Walling
April 25, 2022
Retention & loyalty
9
Automation & tools
8
No-code & low-code
6
- Most founders do zero proactive customer success — automation fixes that.
- Five no-code recipes from demo nurture to canceled-account reactivation.
- Behavior-based segmentation unlocks loyalty campaigns, swag, and survey automation.
Retention & loyalty
YouTube
Five core activities of a SaaS customer success manager
Rob Walling
March 23, 2022
Retention & loyalty
9
Processes & SOPs
6
- Churn kills SaaS — CS exists to stop it proactively.
- Onboarding is the single highest-leverage retention activity.
- Retention is every department's job, not just CS.
Retention & loyalty
YouTube
How to turn one-time buyers into lifetime customers
Bill Gallagher
August 18, 2021
Retention & loyalty
10
Processes & SOPs
6
- Keeping a customer costs far less than acquiring a new one
- Saying yes to any request is the strategy — then charge for it
- Systems, not smiles, are what make service repeatable and scalable
Retention & loyalty
YouTube
Fanocracy: Building Business Growth Through Genuine Human Connection
Bill Gallagher
August 21, 2019
Retention & loyalty
9
Community building
8
Branding
6
- Shared passions create instant trust — and built an $8B company advisory seat.
- Hagerty insures cars by building fans who aren't even customers yet.
- Duracell gives batteries away at disasters; buyers remember for life.
Referral programs
YouTube
Strategic gifting as a referral and relationship engine
Bill Gallagher
April 24, 2019
Referral programs
9
Retention & loyalty
7
Branding
5
- Logo gifts go in the bin — personalisation beats branding every time
- Gifts sent outside holidays get 10x the emotional impact
- One $600 mug can generate years of unsolicited million-dollar referrals
Retention & loyalty
YouTube
Net Promoter System as an operational tool for growing businesses
Bill Gallagher
October 3, 2018
Retention & loyalty
9
Processes & SOPs
7
Growth hacking
5
- One question reveals what financial metrics can never show you
- Detractors who get called often flip into passionate promoters
- The same NPS method applies to employees — eNPS surfaces staff problems early
Retention & loyalty
YouTube
Strategic gifting as a business development tool
Bill Gallagher
April 26, 2017
Retention & loyalty
9
Referral programs
7
Prospecting & outreach
5
- Food, alcohol, and branded swag actively damage relationships worth protecting
- Gifts sent unexpectedly — not at holidays — generate disproportionate loyalty
- Radical generosity compounds: one well-timed gift can outlast years of ad spend