The Customer Experience Podcast
The Customer Experience Podcast

Episode 129 · 2 months ago

129. Create Forever Customers With A Forever Promise w/ Robbie Kellman Baxter


The forever customer is someone who trusts you to solve their problem. They’ve taken off their consumer hat and put on their member hat. They aren’t looking for alternatives anymore.

In this episode, I interview Robbie Kellman Baxter, Strategy Consultant at Peninsula Strategies, about how to achieve forever customers with customer-centricity.

Robbie also talked with me about:

- Why short-term revenue matters so much less than long-term relationships

- Her journey toward the forever transaction — and what that looks like for businesses

- You want to balance acquisition and retention

- The importance of knowing what your best customers have in common

Check out these resources we mentioned during the podcast:

- Robbie’s books are The Membership Economy and The Forever Transaction

- Robbie’s podcast is Subscription Stories

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