There’s an often overlooked aspect of business that can significantly impact your retention rate. It tends to operate quietly in the background, going unnoticed in the hustle and bustle of daily operations. However, the key to unlocking a goldmine of potential lies in bringing this element to the forefront. By dedicating your attention and adopting a proactive approach, you can transform it into a powerful driver of customer retention. 

Shana will dive into what this area is and how focusing on it can yield substantial benefits for your business.

Key Takeaways:

Intro (00:00)

Shana always ask one question whenever someone claims that an aspect of their business is thriving (00:57)

Why is having a great customer support department or customer support process very important? (02:02)

What are the three things that Shana sees as KPI metrics for customer support teams? (05:00)

Shana's advice on training your customer support team (09:03)

How do we reduce tickets? (18:56)

Episode wrap-up (19:56)

Additional Resources:

Action Priority Matrix Podcast Episode: https://www.shanalynn.com/podcast/project-prioritization-made-easy-how-to-use-the-action-priority-matrix

Learn how to work with Shana: https://www.shanalynn.com/

FREE 7-minute Community Training: https://connect.communitycultivated.com/training

FREE Community Creators Hub: https://connect.communitycultivated.com/hub

Learn more about Shana’s Community Training Program: https://www.shanalynn.com/cultivate

Connect with Shana: https://www.instagram.com/shanaspeaks

Community Creators is a podcast for online entrepreneurs looking to learn more about creating thriving communities and empowering their community teams.

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