What makes a customer come back? In this masterclass, Ryan Klausner of Who Gives a Crap and Jess Cervellon of Open Late Collective will explore the underrated power of support and post-sale experience in driving long-term retention. They’ll share how the right combination of tone, timing, and proactive outreach can transform transactional interactions into emotional loyalty.
From first purchase through ongoing engagement, the way your team shows up in moments of friction or curiosity directly shapes how customers feel about your brand. This session will unpack the strategies that create trust, deepen relationships, and inspire repeat behavior without relying on discounts or reactive service.
You’ll learn:
How post-sale experiences influence repeat behavior and customer lifetime value
Best practices for tone, timing, and personalization in support and success
Where support meets lifecycle marketing and how to build trust at every touchpoint
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