107. Improving Retention (From the First Hello) w/ Gowri Ramkumar

<p><span style="font-weight: 400;">Customer retention has always been important, but nowadays it feels absolutely vital. Trust, honesty, and relationship are the 3 broad categories of customer retention — but how to boil them down into actionable tenets?</span></p> <p> </p> <p><span style="font-weight: 400;">In this episode, I interview</span> <a href= "https://www.linkedin.com/in/gowri-ramkumar/"><span style= "font-weight: 400;">Gowri Ramkumar</span></a><span style= "font-weight: 400;">, Customer Relationship Manager at</span> <a href="https://document360.io/"><span style= "font-weight: 400;">Document360</span></a><span style= "font-weight: 400;">, about her guiding philosophy for customer support</span><span style="font-weight: 400;">.</span></p> <p> </p> <p><span style="font-weight: 400;">Gowri and I talk about…</span></p> <p> </p> <p><span style="font-weight: 400;">- The relationship between customer experience & customer success</span></p> <p> </p> <p><span style="font-weight: 400;">- How sales teams should act like doctors</span></p> <p> </p> <p><span style="font-weight: 400;">- How honesty is required at every single level of communication</span></p> <p> </p> <p><span style="font-weight: 400;">- How trust comes first</span></p> <p> </p> <p><span style="font-weight: 400;">Check out this resource we mentioned during the podcast:</span></p> <p> </p> <p><span style="font-weight: 400;">- Gowri’s podcast is</span> <a href="https://document360.io/podcast/"><span style= "font-weight: 400;">Knowledgebase Ninjas</span></a></p> <p> </p> <p><em><span style="font-weight: 400;">Subscribe, listen, and rate/review the Customer Experience Podcast on</span></em> <a href= "https://itunes.apple.com/us/podcast/the-customer-experience-podcast/id1453581989"> <em><span style="font-weight: 400;">Apple Podcasts</span></em></a><em><span style= "font-weight: 400;">,</span></em> <a href= "https://open.spotify.com/show/6dv6SvwyqOI02pjzJ8srQq"><em><span style="font-weight: 400;"> Spotify</span></em></a><em><span style= "font-weight: 400