The Retention RevolutionFrom Leaky Buckets to Brand Superfans: The Science and Stories of Customer Retention
In this episode of The Retention Revolution, Brenda and Benny Fluman break down the why and how of customer retention as a core business growth strategy. Using real-world case studies and practical frameworks, they reveal how top organizations blend data, tech, and human touch to turn customers into loyal advocates and profit drivers.
About the podcast
Welcome to MatchMe B2B Insights, the podcast that explores how the smartest companies build sustainable growth not by chasing new customers but by keeping the ones they already have. For years the business mantra was simple: get more customers. More marketing, more sales, more acquisition. But what if the real secret to long-term success lies somewhere else? What if growth isn’t about running faster but about closing the leaks in your bucket? The numbers tell the story. Research from the Harvard Business Review shows that acquiring a new customer costs five to twenty-five times more than retaining an existing one. Improving retention by just five percent can lift profits by twenty-five to ninety-five percent. Loyal customers buy more, cost less to serve, and become your strongest advocates. The Retention Revolution, our opening episode, dives into this shift from reactive customer service to proactive customer success. It is not about fixing problems when they appear but about designing an experience that helps customers succeed from day one. Think of it as the difference between firefighters who respond to crises and planners who build cities designed to prevent them. You will hear how brands like Spotify turned data into emotion with Spotify Wrapped, transforming personalization into a global retention phenomenon, and how Mollie, the European payment company, achieved an eighty percent improvement in connect rates after reengineering their intelligence systems. Their Managing Director UK, Dave Smallwood, described the impact as “the difference between chalk and cheese.” Every episode of MatchMe B2B Insights brings real stories, practical strategies, and proven frameworks from the world of B2B commerce and manufacturing. We uncover how companies measure retention as a profit engine, build customer communities that drive advocacy, and use storytelling to turn results into growth. This isn’t about loyalty as a slogan. It is about retention as a strategy, culture, and mindset. Stop chasing more. Start keeping better. Join the revolution.