Retention Reimagined: How Everyone in Your Business Can Create Loyal Customers

Steve Hazelton, CEO of Sturdy.ai, challenges the norm of churn prevention, advocating instead for organization-wide retention strategies. He introduces Sturdy.ai, a tool that consolidates fragmented customer data into actionable insights. Hazelton reveals counterintuitive truths about customer loyalty, such as why complaining customers often stick around longer. He explains how to transform scattered emails, chats, and support tickets into a unified customer intelligence system, enabling every team member to contribute to retention. This episode offers practical strategies for leveraging data to enhance customer relationships and drive sustainable growth, making it essential listening for CSOs and customer success leaders aiming to revolutionize their retention approach.

About Steve Hazelton:

Steve Hazelton is a three-time SaaS founder and revenue intelligence guru. Steve initially founded Newton Software, which was purchased by Paycor, the 4th largest payroll provider in the United States. 

Steve launched Sturdy in 2020 and acts as its CEO and Head of Product. Sturdy is a business intelligence solution that orchestrates information trapped in customer-facing systems like Emails, Tickets, Chats, Phone Calls, CRMs, and CSPs so that every team can access, search, and discover the knowledge they need to protect and grow revenue.

Links from this episode:
Sturdy.ai,
Steve's LinkedIn
Sturdy's LinkedIn