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The CEO Who Listens to Every Lost Customer
Manage episode 509396302 series 3676734
Teasha Cable and CModel Data에서 제공하는 콘텐츠입니다. 에피소드, 그래픽, 팟캐스트 설명을 포함한 모든 팟캐스트 콘텐츠는 Teasha Cable and CModel Data 또는 해당 팟캐스트 플랫폼 파트너가 직접 업로드하고 제공합니다. 누군가가 귀하의 허락 없이 귀하의 저작물을 사용하고 있다고 생각되는 경우 여기에 설명된 절차를 따르실 수 있습니다 https://ko.player.fm/legal.
The CEO Who Listens to Every Lost Customer
Lucas Wilson, CEO of Signpost, delivers a wake-up call every business owner needs:
"Just because you gained a customer doesn't mean they stay a customer."
With 20+ years serving SMBs and achieving less than 1% churn, Lucas shares brutal truths about customer service in 2025. The reality? When Lucas's AC breaks in Texas heat, he won't wait for his usual guy he'll find someone new by day's end. That's your customer's mindset too. Today's customers expect omnichannel responses across phone, text, web chat, and social media, often for the same need.
Lucas reveals why constrained funding actually helps: "Every dollar goes back to customers." His team obsesses over metrics that matter 85% of calls answered within 30 seconds, onboarding in under 7 days, and using core values to filter every decision.
His number one advice: "Know your customer. We all think we do, and you don't." Study why customers leave without making excuses. Listen to learn from lost customers to serve future ones better.
This episode provides a blueprint for building customer-centric businesses that thrive regardless of market conditions, proving that serving customers well beats chasing growth metrics every time.
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