Bookboon Expert Talks are episodes of 15 to 60 minutes. Their content varies from interviews to discussions and monologues aimed at listeners who want to delve deeper into business trends. These Talks are more casual than Bookboon Micro Talks and are ideal to find inspiration for your day or on a commuting journey.We discuss attracting NEW customers vs. wooing current customers — and why retaining existing customers is better. You’ll learn why customer service either drives people away or keeps them coming back for more. Jen shares how a particularly lousy experience lead her to be an early adopter of new technology. Learn about customer retention programs, and how it's not the complexity of the program but its consistency. We also talk about ways you can customize your retention program by learning more about your customers through analytics.