In an era where customer acquisition costs continue to rise, retaining existing customers has never been more crucial for sustainable business growth. We’re thrilled to announce our upcoming Trust Builders podcast episode featuring Bobby Brown, Chief Customer Officer at Nextlane and former executive at industry giants Bird and Twilio.
Why Customer Retention Matters Now More Than Ever
When companies focus exclusively on acquisition without equal attention to retention, they’re essentially filling a leaking bucket.
Each percentage point of improved retention translates directly to revenue protected and customer lifetime value enhanced.
The relationship between customer retention / loyalty and revenue at risk is clear – organizations that fail to address retention systematically find themselves constantly replacing lost revenue instead of building upon a stable foundation.
The Trust-Retention Connection
At the heart of every successful retention strategy lies trust.
When customers trust your brand, products, and services, they’re significantly less likely to consider alternatives. But how do you systematically build and measure that trust?
In this episode, Bobby will share:
- How to identify early warning signs of eroding trust before they manifest as churn
- Practical frameworks for quantifying revenue at risk from trust deficits
- Strategies for converting vulnerable customer relationships into your strongest advocates
From Metrics to Action
One of the most challenging aspects of retention work is translating data into meaningful interventions. Bobby will walk through his proven methodology for:
- Segmenting your customer base by churn risk factors
- Implementing targeted “save” programs that address specific trust issues
- Creating feedback loops that continuously strengthen customer relationships
“The companies that win aren’t necessarily those with the most sophisticated technology,” Bobby notes. “They’re the ones that consistently act on what their customers tell them, demonstrating they’re listening and earning trust with every interaction.”
The Financial Impact of Trust-Based Retention
When retention strategies are built on trust metrics, the financial benefits extend beyond merely reducing churn. Bobby will explain how his approach at Nextlane has:
- Decreased revenue at risk by identifying vulnerable accounts before competitive threats emerge
- Increased expansion revenue through stronger customer relationships
- Reduced the cost of service by addressing root causes rather than symptoms
Who Should Attend
This episode will be particularly valuable for:
- Customer Success leaders looking to strengthen their retention playbooks
- CX professionals seeking to connect experience metrics to financial outcomes
- Revenue leaders concerned about protecting and growing their customer base
- Product teams wanting to align development priorities to combat churn and drive retention
Join Us for Actionable Insights
The conversation with Bobby Brown promises to deliver practical, implementable strategies rather than theoretical concepts. You’ll walk away with a blueprint for minimizing churn, maximizing customer value, and building the trust that serves as the foundation for lasting business relationships.
Trust Builders – the podcast for CX & EX Professionals brought to you by Adoreboard – where we explore the IDEAS, ACTIONS and OUTCOMES that build customer trust and drive business growth.
Register now for “The Retention Blueprint: Strategies to Minimize Churn and Maximize Value” with Bobby Brown, and take the first step toward transforming your approach to customer retention.
Hosted by Chris Johnston (Founder and CEO, Adoreboard) and Alex Genov (CX research leader, author & keynote speaker)
📅 Thursday 19th June, @ 8am PT / 11am ET / 4pm UK
👉 Linkedin Live (view the event)
