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Why marketing should own customer growth [podcast]

In this episode of The Marketer’s Journey, I interview Soraya Alexander,  SVP of Marketing and Customer Growth at Classy. Soraya has not had a traditional path to a senior marketing role. In her own words, her career has been a little “random” and all over the place, spanning PR, media, big business, and marketing, and she says she still doesn't know what she wants to be when she grows up. But she is hungry to learn and ensures whatever role she is in she is constantly learning so she takes something to her next role.

In her current role at Classy, she is focused not just on customer acquisition but on customer retention and growth. Soraya knows that customer marketing is an undervalued tool that often allows for faster growth than customer acquisition.

Key takeaways from this episode:

  • For 80% of your working days your job is to accumulate enough knowledge and experience as you can and eventually it will all make sense. Focus on what’s fun, what’s interesting, do your best and the next step will materialize.
  • When you’re an established company, customer acquisition is easy. True growth comes from a deep understanding about your customers. There is a lot of opportunity post sales to grow with your customers by continually deepening your relationship with your them. 
  • It takes 3x more dollars to acquire a new customer than to retain a current one. Nurturing the customers you have turns them into advocates and can be a good customer acquisition tool in itself.

Check out this and other episodes of The Marketer’s Journey on Apple PodcastsSpotifyStitcher, and Google Play

About the Author

After 5 years as our CMO, I moved to focus on engaging with our community. This could be a customer or someone just dipping their toes into Content Experience. I am here to guide you, but more likely learn from you and share it back. As Chief Evangelist, I want to bridge your stories so we create a better content experience and in turn customer experience (CX). The term “evangelism” actually comes from Greek history and the three words of 'bringing good news'. This is my goal - to bring good news to you every day. It could be a customer story you could learn from or a simple upbeat thought to get you out of a rut.

Profile Photo of Randy Frisch