Episode 36 - Catch up on what you missed

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📰 Top Story: Catch up

Episode 31 - The Psychology & Practicalities of Referrals

The episode explores referral programs as a powerful tool for retention. The episode outlines four types of referral programs (double-sided, single-sided, private, and contest-based) and delves into the psychology behind successful referrals. The episode uses Tesla as a case study to explore how effective referral programs can drive huge ROI. 

Episode 32 - Personalisation, Growth and AI

Personalisation is the cornerstone of customer retention. 71% of customers expect tailored experiences. But most brands miss the mark here. They focus solely on content personalisation when there are four critical dimensions: content, timing, channels, and frequency. 

Episode 33 - Understanding Customer Value Realisation 

Your products or services don't create value - customers realise value. This isn't just theory - real results back it up. Retention outcomes fundamentally shift when brands shift their mindset from believing they bestow value on customers to recognising that the customer realises value with their product or service. The key to this is to stop thinking about what you deliver and start obsessing over customer outcomes.  

Episode 34 - Behavioural Science I

While we think we make rational decisions, most of our choices come from what Daniel Kahneman calls our "automatic system. The bottom line? You can have the best retention strategy in the world, but without understanding behavioural science psychological triggers, you're leaving money on the table.  

Episode 35 - Behavioural Science II

In this episode, we go deeper into behavioural science and explore three more behavioural science principles, including the endowment effect, the choice paradox and the exclusivity principle. 

Until next week,

Tom

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