In the final episode of the Four Seasons of the Customer Journey mini-series, we explore the most overlooked and most powerful phase of the customer journey: Winter, the season of loyalty and long-term retention.
This episode is a must-listen for service providers, course creators, and membership owners who want to go beyond making the sale and build lasting customer relationships that result in repeat business, referrals, and a thriving community.
Let’s break down what to do after the purchase is made, how to deliver meaningful moments that feel like a warm hug, and the specific retention strategies I’m using inside Retention Lab to wow my customers long after checkout.
What we cover:
Why Winter Is the Most Strategic Season in the Customer Journey – It’s not the end of the sale, it’s the beginning of brand loyalty.
What Customers Are Looking for After They Buy – Signals that they made the right decision, next steps, and ongoing support.
Why Loyalty Must Be Earned (and Re-Earned) – The first purchase is not the finish line. It’s the first step in a long-term relationship.
Retention Tactics for Service Providers, Course Creators & Membership Hosts – Practical strategies tailored to your business model.
How I Use Email, Milestones, and Surprise Rewards in my Membership – Including a clever engagement system and referral program.
View the episode transcript here.
Where to from here?
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Find out how you can get my strategic customer experience brain on your brand here.
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Check out my favourite CX tools and resources here.
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