The Customer Experience Podcast
The Customer Experience Podcast

Episode · 6 months ago

107. Improving Retention (From the First Hello) w/ Gowri Ramkumar

ABOUT THIS EPISODE

Customer retention has always been important, but nowadays it feels absolutely vital. Trust, honesty, and relationship are the 3 broad categories of customer retention — but how to boil them down into actionable tenets?

 

In this episode, I interview Gowri Ramkumar, Customer Relationship Manager at Document360, about her guiding philosophy for customer support.

 

Gowri and I talk about…

 

- The relationship between customer experience & customer success

 

- How sales teams should act like doctors

 

- How honesty is required at every single level of communication

 

- How trust comes first

 

Check out this resource we mentioned during the podcast:

 

- Gowri’s podcast is Knowledgebase Ninjas

 

Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.

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