{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"Podcrafts Podcast","title":"#3: The Retention Effect / Repeat Clients Spend 67% More","html":"","width":"100%","height":180,"duration":1109,"description":"Great service alone doesn't keep clients — support does. In this episode, we break down the difference between customer support and customer success, why retention beats acquisition every time, and how being fast and available became the backbone of how we've kept clients for years.\nIn this episode:\nCustomer support vs. customer success: where's the line, and does it matter?\nWhy speed and availability are the most crucial parts of support (\"people do not like to wait\")\nThe client who left for a competitor and came back, and the lesson in it\nWhy retained clients grow with you: predictable income, safety, and compounding relationships\nHow company culture shapes the way your whole team communicates with clients\nA hotel stay that turned a first-time guest into a loyal customer\nWhy long, formal emails are killing your client relationships (write shorter!)\nStats we mention:\nRepeat customers spend 67% more than new customers (Bain & Company)\n67% of customers have ended a relationship with a company due to poor support (Zendesk)\nCompanies that excel at customer service see up to an 85% increase in retention\nMentioned in this episode:\nThe Loyalty Effect by Frederick Reichheld\nWho Not How by Dan Sullivan & Dr. Benjamin Hardy\nLearn more about what we do at podcrafts.io\nFollow us on IG: @podcraftspartners and Linkedin ","thumbnail_url":"https://img.transistorcdn.com/tadeKQPOIXVmSiDGO9BmffY4XzmUXDsvZg0XTH6FLeg/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS8zMWYz/NGU3OTFlNjY3MjIy/MjA1M2ExMzRlZGRl/YjYzZS5wbmc.webp","thumbnail_width":300,"thumbnail_height":300}