Customer loyalty is the lifeline of every business. Whether you have return customers or not, building up a loyal customer base that spreads the word to their friends about you is key to growth.

It's SO common for entrepreneurs to put focus on acquiring customers more than retaining customers. But growing a sustainable business is a marathon, not a sprint. We can't ignore the importance of building trust, building relationships, and truly listening to your audience's feedback so they stay a loyal customer.

Related post: An Overview of Email Marketing

Casey Graham, Co-Founder and CEO of Gravy, has some amazing tips to share on the topic of customer loyalty and how to truly serve your audience in a time of crisis (i.e. a global pandemic or economic recession).

Gravy* is the leading failed payment recovery and customer retention solution for companies with recurring revenue. Prior to launching Gravy, Casey is known for founding The Rocket Company, an organization that helped church leaders scale their financial leadership and fundraising. The company grew quickly from 2008 – 2015 and was on the Inc 5000 list three years in a row. In late 2015, a capital venture group approached Casey to acquire The Rocket Company, and in February 2016 the company sold.

His passion for entrepreneurship and bold vision for leadership are the driving force behind his energetic and engaging presence, both on and off the stage. And this episode is no exception. 

*This is an affiliate link which means that I may receive a small commission at no extra cost to you. This helps me be able to produce free, valuable content for you. Thanks for your support!

Stellar insights

• [04:31] Casey paints the picture of why customer retention is so important.
• [06:11] Casey and his co-founder Renee helped Amy Porterfield return $654,000 of profit in the first year working together.
• [07:34] Entrepreneurs want freedom and that really comes from people paying and staying for a long period of time.
• [09:44] There are strategies you can use to nurture customer relationships and boost retention—thanking your customers, asking them questions, and listening to their thoughts.
• [15:45] Casey shares the #1 thing his team at Gravy did to pivot during the current global pandemic, increasing web traffic by thousands of percentages and serving them.
• [22:25] Casey talks about how listening to his customers by making offers has transformed his business.
• [29:09] In his experience consulting with small businesses, increasing your prices is the easiest thing you can do to increase your business with the same amount of work.
• [31:52] Growing and nurturing an email list is so important, especially now. There's a direct correlation between email list size and size of business.
• [40:53] Building trust translates to loyal followers and customers.

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Links mentioned

• Gravy Solutions*
• Gravycast Podcast
• Loom for screen recording
• My free email list training

*This is an affiliate link which means that I may receive a small commission at no extra cost to you. This helps me be able to produce free, valuable content for you. Thanks for your support!

Related Episodes

Episode 36: An Overview of Email Marketing
Episode 42: How to Build a Profitable Business with Tracy Matthews
Episode 34: 10 Killer Website Copywriting Tips
Episode 22: How to Handle Client Criticism