Horst Schulze, cofounder of The Ritz-Carlton Hotel Company, started out cleaning ashtrays as a busboy before working his way up through some of the world's best hotels and becoming COO of Ritz-Carlton and later CEO of Capella Hotel Group. He shares the principles of stellar customer service to which he credits his success — and explains how they apply to eve ... Show More
Jul 1
Larry Summers: ‘Smart Businesses Are Going to Maintain Flexibility’
Lawrence H. Summers, former U.S. Treasury Secretary and President Emeritus of Harvard University, has seen the ups and downs of the American economy throughout the decades. As leaders today contend with fears of economic downturn, the growth of artificial intelligence, tariffs, i ... Show More
27m 1s
Jun 24
Moms Demand Action Founder on What It Takes to Lead Change
Whether you're a manager trying to move your organization in a new direction, an entrepreneur seeking to fix a consumer pain point, or a non-profit leader working to improve society, it can be hard to turn your and others' passion for a cause into meaningful change. Shannon Watts ... Show More
26m 13s
Nov 2022
Creating Loyal Customers with Shep Hyken
For the first ever episode, host Lauren DeSouza is joined by Shep Hyken, the Chief Amazement Officer for Shepard Presentations, LLC. Shep is an experienced speaker and an international authority on all things customer service, customer experience and loyalty in business. He is th ... Show More
30m 47s
Jul 2023
How Well Do You Know Your Customers? with Ron Kaufman, CEO of Uplifting Service
In this episode of Retain: The Customer Retention Podcast, host Lauren DeSouza is accompanied by Ron Kaufman, the CEO of Uplifting Service. As a keynote speaker and author who’s considered an authority on all things customer service, Ron has helped transform the cultures of many ... Show More
39m 8s
May 2024
Bobbie Lloyd, CEO of Magnolia Bakery, on how Kindness, Humanity, and Passion Correlate with Success
Bobbie Lloyd, CEO of Magnolia Bakery, shares her journey from culinary school graduate and former chef for Calvin Klein to leading an iconic brand renowned for its amazing cupcakes and out-of-this-world banana pudding, a favorite of host Robert Tuchman. After working under former ... Show More
41m 47s
Nov 2023
Hilton Group CEO: What makes a good hotel?
Christopher Nassetta became the CEO of Hilton in 2007, at a time when the company was acquired by the private equity firm Blackstone. He navigated through challenges such as the impact of the recession, the rise of online travel agencies, and the emergence of new competitors. Thr ... Show More
31m 24s
Nov 2023
Customer Service is Part of Your Brand with Khaled Alaa, Head of Experience at Talabat
In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Khaled Alaa, Head of Experience at Talabat. Together, they delve into why customers prefer a consistent, normal product rather than an unpredictable fancy one; what makes quality customer service; ... Show More
28m 3s
Aug 2021
Customer Success and its Business Impact - with Nick Mehta, CEO Gainsight
Being the CEO of a B2B SaaS company that creates a new market category, grows the company to >$100M ARR, and then purchased for over $1B by a top tier Private Equity firm may be the ultimate goal of many entrepreneurs - but for Nick Mehta and Gainsight, it is just the beginning.
... Show More
41m 7s