Episodes

  • Creating Loyal Customers with Shep Hyken

    Creating Loyal Customers with Shep Hyken
    Nov 1 2022
    For the first ever episode, host Lauren DeSouza is joined by Shep Hyken, the Chief Amazement Officer for Shepard Presentations, LLC. Shep is an experienced speaker and an international authority on all things customer service, customer experience and loyalty in business. He is the best-selling author of eight books and has worked with a plethora of companies to help them build deep, loyal relationships with their customers and employees.
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    31 mins
  • Understanding Your Customer with Adrian Swinscoe

    Understanding Your Customer with Adrian Swinscoe
    Nov 15 2022
    Lauren is joined by Adrian Swinscoe, a customer experience consultant and advisor who has been growing and developing customer-focused businesses for over 20 years. Adrian helps companies deliver better customer service and customer experiences in two ways; the first is through acting as an advisor on specific service, experience and engagement issues, and the second is by building internal team and leadership capability via mentoring, thought leadership and masterclasses.
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    31 mins
  • Connecting With Your Customers with H.E. Amb. Terry Earthwind Nichols

    Connecting With Your Customers with H.E. Amb. Terry Earthwind Nichols
    Nov 29 2022
    This time, Lauren is joined by H.E. Amb. Terry Earthwind Nichols, a visionary strategist and mentor in the world of sales and marketing. His focus is on creating achievement-based business models rather than goal-based, bringing out the best in employees, improving working relationships, and helping business growth. Terry is also the author of eight, soon to be nine, books including Consortium, which preaches the importance of putting people, not sales, first.
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    25 mins
  • How To Create Superfans with Brittany Hodak

    How To Create Superfans with Brittany Hodak
    Dec 13 2022
    In this episode, Lauren is joined by Brittany Hodak, an international keynote speaker and award-winning business leader. Brittany is widely regarded as a ‘go-to source’ for generating and retaining superfans. In this episode, Lauren is joined by Brittany Hodak, an international keynote speaker and award-winning business leader. Brittany is widely regarded as a ‘go-to source’ for generating and retaining superfans. She’s also the co-founder of The Superfan Company, a multimillion-dollar fan-engagement agency that has created successful campaigns and products for the likes of Amazon, Disney and Walmart.
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    33 mins
  • The Importance of Customer Experience with Nicolas Babin

    The Importance of Customer Experience with Nicolas Babin
    Dec 20 2022
    In this episode, Lauren is joined by Nicolas Babin, a strategic advisor and consultant. Nicolas’ background as a serial entrepreneur, executive, and board member has spanned from startups to multinational tech giants, such as Sony. Today, Nicolas gets excited by opportunities to help innovative companies achieve profitable growth and key business goals.
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    40 mins
  • Finding The Balance Between Retention and Growth with Jem Bourouh

    Finding The Balance Between Retention and Growth with Jem Bourouh
    Jan 3 2023
    For the first episode of 2023, host, Lauren DeSouza, welcomes Jem Bourouh to the podcast. Jem is a serial entrepreneur from Germany. With his Google Ads agency Adcubator, Jem has spent more than $310M profitably. After being in the direct-to-customer (DTC) space for more than 4 years and bootstrapping his own e-commerce brands, Jem’s is now investing in and acquiring other marketing agencies and ecommerce brands.
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    28 mins
  • The Secret to Subscriptions with Matthew Holman

    The Secret to Subscriptions with Matthew Holman
    Jan 17 2023
    Lauren is joined by subscription expert, Matthew Holman. Over the years, Matthew has worked with hundreds of brands to help transform their subscription models. In the episode, Lauren and Matthew discuss what makes the subscription model work, the biggest mistake companies make in the subscription space, and some actionable tips to try for your own subscription model.
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    32 mins
  • Content is Key with Alice Clark

    Content is Key with Alice Clark
    Jan 31 2023
    Lauren is joined by Alice Clark, the International CRM Lead for HelloFresh Market. In the episode, Lauren and Alice discuss why content is your main tool for building relationships with customers, the importance of putting yourself in the customers’ shoes, and how large companies can give that personalized, small company service.
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    31 mins