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HBO and The Ringer's Bill Simmons hosts the most downloaded sports podcast of all time, with a rotating crew of celebrities, athletes, and media staples, as well as mainstays like Cousin Sal, Joe House, and a slew of other friends and family members who always happen to be suspiciously available.
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In this episode of The Growth Signal, Alyssa Nolte sits down with Eli Weiss, a longtime customer experience and retention leader, to challenge everything you think you know about keeping customers.
Eli’s hot take? Retention isn’t a dashboard metric or an email flow. It’s about understanding who your customer is and making sure they never regret trusting you.
This is a must-listen for anyone in SaaS, eCommerce, or CX who wants to stop chasing short-term wins and start building long-term loyalty. Alyssa and Eli unpack what most companies get wrong, why over-engineered journeys miss the point, and how to actually earn repeat business.
3 key takeaways:
- Getting the sale doesn’t mean you’ve earned a customer
- Most journey maps are built on internal assumptions, not real behavior
- The simplest insights (like changing a headline) often move the needle most
This one is full of no-BS insight, real stories, and a clear call to rethink how you build customer relationships.
76 episodes
