In this episode of Confessions From the Home Office, I’m digging into one of my favorite topics: customer experience and retention. While chasing new leads and closing fresh sales might feel exciting, the real growth often comes from the people already working with you. Long-term clients, some who’ve stayed with me for 7, 8, even 12 years, are the ones who have truly built my business.
I answer five big questions that come up again and again in consulting sessions, podcasts, and even conversations with other business owners:
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Which matters more, acquiring new customers or keeping the ones you already have?
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How can you create a customer experience people can’t help but share?
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What’s the easiest way to turn happy clients into advocates for your brand?
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How do you handle unhappy customers without damaging your reputation?
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And how can small businesses build loyalty without expensive programs?
If you’ve ever wondered how to keep your clients coming back, and get them talking about you, this episode will give you practical, sustainable ideas you can start using right away.
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