In this week’s episode of the SIMPLE brand podcast, I talk with Ali Cudby.

Ali is the CEO of Alignmint Growth Strategies. With over 15 years advising startups and global companies, Ali’s specialty is transforming customer experience, increasing customer lifetime value, and building customer loyalty. Ali is also the author of the bestselling book, Keep Your Customers: How to Stop Customer Turnover, Improve Retention and Get Lucrative, Long-Term Loyalty.

Ali and I talk through the significant impact customer retention, versus customer acquisition, has on the bottom line and the direct tie between customer experience and customer loyalty. Ali explains her perspective on the different levels of customer loyalty and how to move more of your customers to the highest level of loyalty.

Here’s what we discuss:

• How to define customer loyalty
• How to let leaders know that customer loyalty matters
• The different distinctions of customer loyalty
• Strategies to take around “bad revenue” customers
• The two major components of customer retention
• Who within a company owns customer experience
• How to keep an entire company on track with customer experience
• The ideal way to track customer loyalty progress

RESOURCES FROM THIS EPISODE:

• Ali's website
• Keep Your Customers: How to Stop Customer Turnover, Improve Retention and Get Lucrative, Long-Term Loyalty
• Ali on LinkedIn