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Welcome to Scale Your Sales weekly Monday 12 midnight GMT podcast, No 8. of 42 Best Podcast For Every Sales Professional 2020. Dedicated to learning from amazing experts and influencers to help you on your journey to Scale Your Sales. A show created for B2B executives, sales leaders, key account managers and customer serving professionals, to engage with lively conversations on customer experiences, strategic revenue growth and modern sales know-how.

I am Janice B Gordon, the Customer Growth Expert. Sales is not a function of the business; sales are the primary outcome of the business and marketing is a part of this sales process rather than the other way around. What is critical to a productive business is how the customer experiences the sales process and what outcomes the customer requires from the sale. The more focused you are on the customer outcome the more productive your sales process. More on Scale Your Sales website.

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Dec 4, 2023

In this week’s Scale Your Sales Podcast episode, my guest is Ali Cudby.

Ali is the Founder and CEO of Alignmint Growth Strategies, where companies learn how to prevent customer churn before it starts. Ali’s expertise has served Fortune 500 corporations and startups alike. She is also the author of the #1 best-selling book on customer retention, Keep Your Customers.

In this episode, Ali shares her insights on the phrase "The customer is always right." and how it impacts businesses, as well as the strategies she uses to prevent customer churn. The discussion touches on the importance of customer satisfaction, upselling, and cross-selling as key metrics for customer success. Ali outlines effective strategies for optimizing salespeople and emphasizes the value of celebrating moments that matter most to customers. Plus, she shares a tried and tested strategy for scaling sales and concludes with a fascinating take on what she would bring to a desert island. Tune in to gain valuable insights on customer retention and growth strategies from this engaging conversation.

Welcome to Scale Your Sales Podcast, Ali Cudby.


05:55 – Create clear assistant processes for excellent customer experience.

09:03 – Focus on retention to grow revenue effectively.

12:32 – Key factors: customer satisfaction, churn prevention, upsells.

15:56 – Identify unique moments for meaningful customer celebration.

17:55 – Developing cross-functional playbooks for customer experience success.

21:10 – Leverage existing strengths to enhance performance. 

Janice B Gordon is the award-winning Customer Growth Expert and Scale Your Sales Framework founder. She is by LinkedIn Sales 15 Innovating Sales Influencers to Follow 2021, the Top 50 Global Thought Leaders and Influencers on Customer Experience Nov 2020 and 150 Women B2B Thought Leaders You Should Follow in 2021. Janice helps companies worldwide to reimagine revenue growth through customer experience and sales.

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