Scaling Up Business Podcast

Every company wants to grow faster, but what is the point of scaling up if you can’t retain the employees and customers you’ve already got? You have to deliver exceptional customer experience so that the growth you’re working on actually matters.   Ali Cudby is the Founder and CEO of Alignmint Growth Strategies, which delivers consulting and training so you and your team know what to do to prevent customer churn before it starts. Ali knows customer experience is not a department — it’s cross-functional. She is the author of the #1 best-selling book on customer retention, Keep Your Customers. Straight out of business school, Ali was staffed on a project with the call center at the New York Times. She saw firsthand that the company was not engaging with its call center employees in a way that aligned with its global brand. She quickly learned that the way you engage with your team has a huge impact on the way that they engage with your customers, and that means the customer experience really matters. The acti