Season 2 - Episode 5 - Retention First

SHOW NOTES Geoff Dyckes opens this episode of Insightful Edge reflecting on a recent seven-day trip to Egypt where his new drone was confiscated! This time, Geoff’s book recommendation is “Factfulness” by Hans Rosling. Geoff welcomes back entrepreneur and small business mentor John Lamerton to discuss his upcoming book “Retention First”. John explains the importance of obsessing over existing customers and contrasts relationship-led small businesses with corporates that treat clients as numbers.  Geoff and John discuss referrals, fair pricing, simple follow-ups, and research suggesting retention gains can significantly boost profits. 00:00 Spring and Egypt Trip 01:19 Book Recommendation “Factfulness” 03:50 Introducing John Lamerton 05:11 Writing Retention First 07:10 Customer Obsession - Amazon 11:19 Referrals and Reputation 19:15 Retention Stats and Profit 21:00 New vs Existing Customers 22:29 Serving Not Selling 26:25 Retention Builds Loyalty 30:46 Tips for Founders 36:46 Podcast Takeaways   Useful links mentioned in this episode: www.dyckesfinancial.co.uk Contact the host: Geoff Dyckes: [email protected] Newsletter sign up: https://geoff-dyckes-financial-consultancy-ltd.kit.com/bb5a3a7550 Book an initial Free 15 mins Introduction Phone Call :-  https://calendly.com/geoffdyckes   Guest Info -  John Lamerton - https://www.linkedin.com/in/johnlamerton/ One Percent - https://bigidea.co.uk/one-percent-club/   Book Recommendation Factfulness - by Hans Rosling