More Than A Brand: CX Podcast

Hold the Shift: Retention Systems for the Influx of Conscious Customers

Lindsay Tramel-Jones, CEO of Fierceified Creative and Consultant, opens More Than a Brand by naming a cultural and economic shift in 2026: consumers are paying closer attention to where their money goes and are increasingly choosing small businesses over big corporations for trust, connection, and perceived quality. She frames this as an opportunity—but warns that if a small business backend is “duct taped together,” growth will feel like pressure, not progress. Centering customer retention, she shares that a 5% retention improvement can increase profits by up to 65%, and explains how retention creates breathing room by reducing the cycle of constant launching and starting revenue from zero. She offers three practical retention strategies to prepare for an influx of customers: (1) follow up quickly and consistently before and after the sale to maintain momentum and communicate care; (2) anticipate post-purchase needs with clear instructions and education, illustrated through a cold-pressed juice brand that supports customers with storage guidance and videos to protect product quality and build confidence; and (3) reward loyalty intentionally through referrals, tiers, points, bundles, or built-in tools like Shop Pay, emphasizing that incentives drive repeat purchases and turn retention into acquisition via returning customers who bring others. She closes by challenging founders to focus not just on attracting customers but on keeping them, strengthening the experience between “we’re interested” and “we’re in,” and plugging leaks in the pipeline as the foundation for steady growth and wealth-building. 00:00 Welcome to More Than a Brand (Customer Retention for Scaling Founders) 00:38 A Shift Is Happening: Conscious Spending & Small Business Opportunity 04:17 Why Retention Matters Now (and the 5% = 65% Profit Wake-Up Call) 06:15 Retention Strategy #1: Follow Up Like You Want the Relationship 08:59 Retention Strategy #2: Anticipate What Customers Need After the Sale 11:05 Retention Strategy #3: Reward Loyalty on Purpose (Simple Programs That Work) 13:15 Can You Keep Them? Holding Growth, Plugging Leaks & Final Takeaways 14:23 Outro: Subscribe + Where to Find Fierceified Online Mentioned in this episode: Learn about Flowtribe FlowTribe is our 10 CX Accelerator for founders that are ready to stop being the bottleneck and ready to retain clients.

Creating Value Your Customers Crave

In this episode of More Than a Brand, Lindsay Tramel-Jones, CEO of Fierceified Creative and Consultant, explores the importance of aligning product offerings with customer needs. She discusses the pitfalls creative CEOs face when they launch products without customer input and emphasizes the need for strategic timing and capacity in launching new initiatives. Lindsay shares insights on predicting customer journeys and ensuring each touchpoint in the business ecosystem delivers a seamless experience. This episode is a must-listen for scaling founders who want to transform from being the bottleneck to the architect of exceptional customer experiences. 00:00 Introduction to More Than a Brand Podcast 00:48 Challenges Faced by Creative CEOs 01:56 The Importance of Customer Feedback 03:28 Timing and Capacity in Business Decisions 05:04 Predicting Customer Journeys 07:01 Final Thoughts and Advice 09:14 Conclusion and Social Media Links Learn more: https://fierceified.agency/ Mentioned in this episode: Learn about Flowtribe FlowTribe is our 10 CX Accelerator for founders that are ready to stop being the bottleneck and ready to retain clients.

Why Your Scaling Business Is Leaking Customers (And How to Stop It)

In this episode of the More Than a Brand podcast, host Lindsay Tramel-Jones, CEO of Fierceified Creative and Consultant, dives deep into the crucial transition from manual customer management to scalable retention systems. Lindsay discusses the common pitfalls scaling businesses face around the $100-150K mark, emphasizing the importance of customer retention over acquisition. She explains three critical reasons why businesses struggle to retain customers: the lack of post-transaction relationship strategies, focusing on symptoms rather than systems, and ineffective onboarding processes. Lindsay also shares insights on using the RISE method—Research, Innovate, Strategize, Evolve—to identify and fix the root causes of customer churn. The episode concludes with practical steps to audit and enhance your customer experience, ensuring it remains clear, intentional, and sustainable. 00:00 Introduction to More Than a Brand Podcast 00:51 The Struggles of Scaling Businesses 01:19 The Importance of Customer Retention 02:51 Reason 1: The Dropped Feeling 06:11 Reason 2: Fixing Symptoms, Not Systems 07:27 Reason 3: The Onboarding Gap 08:46 The RISE Method for Customer Experience 10:46 Conclusion and Next Steps 11:29 Closing Remarks and Subscription Reminder Mentioned in this episode: Learn about Flowtribe FlowTribe is our 10 CX Accelerator for founders that are ready to stop being the bottleneck and ready to retain clients.

The Importance of Marketing and Conversion Funnels in Business Growth

In this episode, host Lindsay Tramel-Jones sits down to explore the essence of identity beyond titles and roles with Eightx CEO, Matt Putra. Matt reflects on his journey from aspiring NBA player to becoming the CEO of EightX, a company specializing in fractional CFO services. He shares poignant moments from his childhood, including the impact of his grandfather’s death, which initially inspired him to pursue a career in medicine. However, after a year of pre-med studies, he realized that the long educational path wasn’t for him and decided to venture into the workforce instead. Through candid conversations, Matt emphasizes the importance of feeling significant in different aspects of life, whether as a parent, partner, or professional. Join us for an insightful discussion on dreams, identity, and the pursuit of importance. Get to know more about Matt and his company at: https://eightx.co/ Follow Fierceified on Linkedin at: https://www.linkedin.com/company/fierceified-agency Learn more about our services: https://fierceified.agency/ Mentioned in this episode: Intro to More Than A Brand Thanks For Listening

The R.I.S.E. Method: Revolutionizing Customer Experience with FlowLab

Automate to Elevate: How Flow Lab is Revolutionizing Customer Journey Audits In this episode of More Than a Brand, host Lindsay Tramel-Jones reveals how she transformed her labor-intensive customer journey audits into an automated SaaS product called FlowLab. She walks through her journey from manually conducting audits that took up to 10 hours, to identifying common patterns, and finally, creating a diagnostic tool that leverages AI to provide actionable insights in minutes. Lindsay introduces her RISE methodology (Research, Innovate, Strategize, and Evolve), which forms the backbone of Flow Lab, allowing service providers to identify and fix revenue leaks efficiently. This episode is a valuable listen for service providers looking to productize their expertise and optimize their customer journeys. 00:00 Introduction and Personal Story 01:40 The Problem with Manual Audits 04:51 The RISE Method Framework 06:27 Automating the Research Phase 07:35 Building Flow Lab 09:06 Flow Lab in Action 13:36 Lessons Learned and Advice 15:25 Conclusion and Launch Announcement Get access to FlowLab at https://flowlab.fierceified.agency/ and used code FOUNDERS50 before August 31, 2025 to get 50% off the first 6 months. Follow us on Instagram @fierceifeid.agency