Flip the Switch by EngageMint

How to Incite Loyalty and Increase Customer Retention w/ Ed Frame

Ed Frame · September 13, 2022

Entrepreneur · Leadershipin

Interview with Ed Frame

Podcast: Flip the Switch by EngageMint

September 13, 2022

Key topicsImproving Customer ExperienceEd works with his clients to improve customer experience using the power of Hubspot CRM and Email Automation and implementing these through workshops and strategic customer mapping sessions. Topics of ExpertiseEd talks about marketing strategy, email automation, customer relationships, customer journey, customer acquisition, and business growth. Founder of ExemplifyEd Frame is the founder of Exemplify in Melbourne, Australia. He designed Exemplify to help businesses work with customers that truly appreciate them. They focus on getting qualified leads that turn into long-term, satisfied customers. View all topics →

About Ed Frame

Founder, Marketing Consultant

10+ years Working inside HubSpot portals2021 Founded ExemplifyFeatured speaker Melbourne Marketing ForumCreator Customer Longevity Framework

Ed Frame is the founder of Exemplify in Melbourne, Australia. He designed Exemplify to help businesses work with customers that truly appreciate them. They focus on getting qualified leads that turn into long-term, satisfied customers.

Ed talks about marketing strategy, email automation, customer relationships, customer journey, customer acquisition, and business growth. He has also established a “Customer Longevity Framework” to turn buyers into repeat customers, brand advocates, and referral partners without increasing your ad spend. Ed works with his clients to improve customer experience using the power of Hubspot CRM and Email Automation and implementing these through workshops and strategic customer mapping sessions.

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About this episode

It’s 5x cheaper to retain an existing customer than acquire a new one and increasing retention by 5% can increase profits by 25 - 95%. Yet so many companies still prioritize customer acquisition over retention. In this episode, David Millay and Katie Rudy sit down withEd Frame, CEO and Founder of Exemplify CX and discuss his 7-phase approach to Customer Longevity, converting buyers into repeat customers and brand advocates.

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Show Notes

2:35 About Exemplify and the Retention Funnel

3:59 Working Backwards - The Ideal Customer Experience

7:49 The 7 Phases of Customer Retention

11:32 Solving a Problem - Known and Unknown

16:15 Creating a Tangible “Unboxing” for Experiences

20:43 Overcoming Buyers’ Remorse

23:42 Giving Customers More

25:49 Driving Customer Loyalty

29:19 Inciting Loyalty through Social Media

32:45 The Cost of Retention vs. Acquisition