More Than A Brand: CX Podcast

Lindsay Tramel-Jones
  • 5.0 (13)
  • ENTREPRENEURSHIP
  • UPDATED WEEKLY

The "People's CXO" for scaling founders ready to stop being the bottleneck. You’ve built a fierce brand and cleared the six-figure mark—now comes the hard part. As your business scales, the manual "duct-tape" systems that got you here are starting to red-line. Every new lead feels like a threat to your schedule, and revenue is leaking through the gaps in your customer journey. Welcome to More Than a Brand, hosted by Lindsay Tramel-Jones, the People’s CXO and the CEO of Fierceified Creative & Consulting. This isn’t a podcast about "vibes" or vague marketing ideas. This is a masterclass in Customer Experience (CX) Engineering. Each episode, we strip away the manual hustle and dive into the proprietary RISE Method—Research, Innovate, Strategize, and Evolve—to help you build a business that can hold 10x the volume without 10x the effort. We move past surface-level customer service and into the deep work of Infrastructure Integrity, where we turn your brilliant visions into documented, automated, and soul-backed systems. We explore: The Diagnostic MRI: Using data and FlowLab to find exactly where your journey is breaking. Systemic Command: How to move from execution to observation, leading a machine that delivers your promise while you sleep. The Rituals of Retention: Engineering loyalty so powerful that your customers never want to leave. If you’re ready to stop patching processes and start engineering flow, you’re in the right place. You’ve already done the hard part by building the vision; now, let’s build the machine. Stop being the engine. Become the architect. This is More Than a Brand.

  1. APR 8

    Amazon Knows Your Order Number. Chewy Knows Your Dog's Name.

    Customer Experience vs. Client Relationships: Why Service Businesses Lose Clients They’ve Already EarnedLindsay Tramel-Jones explains that customer experience (systems, processes, touchpoints, efficiency) and client relationships (feelings of being seen, valued, and appreciated) are fundamentally different, and warns growth-stage service businesses often try to solve relationship problems with CX frameworks, costing them retention. She notes research that 68% of clients leave because they feel unappreciated, then contrasts Amazon’s frictionless but transactional experience with Chewy’s relationship-led approach (fast human support, handwritten notes, condolence flowers), citing Chewy’s $3.35B sale, 41% market share, and strong retention. She also highlights Zappos’ culture of empowered teams (no scripts, no time limits, $2,000 to quit) and emphasizes relationships must be delivered by the whole team, not the CEO. She closes with three diagnostic questions and invites listeners to take the free Flo Lab assessment. 00:00 Welcome and Big Idea 02:01 Experience vs Relationship 02:44 Why CX Tools Fail 04:59 Amazon Transactional CX 07:14 Chewy Relationship Playbook 11:52 Zappos Team Culture 15:12 Three Diagnostic Questions 17:34 Bottom Line and Next Steps 19:14 Closing and Subscribe RESOURCES To Get StartedStart FlowLab free — Relationship Health Assessment: Apply for FlowTribe: Book a discovery call Book Lindsay For a Keynote Mentioned in this episode: FlowTribe Team Engagement 68% of clients leave service businesses not because of price or a competitor — because they felt unappreciated. That is not a marketing problem. That is a relationship problem. And it almost always lives in how your team shows up when you are not in the room. FlowTribe is the two-week team engagement Lindsay Tramel-Jones built to fix that. Not a course. Not coaching for the CEO. A facilitated engagement for your whole team — using your FlowLab data to diagnose exactly where the client relationship is breaking down, train the team to build a stronger standard, and assign clear ownership to every touchpoint. By the time FlowTribe ends, your team knows how to build the client relationship without you in every conversation. Applications are open. Founding client spots are available at a reduced investment. Go to Flowtribe.co to apply.

    21 min

  2. APR 1

    How to Choose the Right Retention Strategy: The RISE Method

    Lindsay Tramel-Jones explains that retention isn’t a quick fix and only works once acquisition is consistent, then shares a step-by-step framework to choose and implement the right retention strategy for different businesses. She emphasizes starting with research by analyzing customer data to identify lifecycle drop-off points and pairing it with direct feedback from engaged clients to learn what would keep them buying, referring, and staying in the ecosystem. Next, she advises innovating by brainstorming programs and touchpoints (e.g., loyalty, referral, tiered services, VIP community) that customers want and the business can sustain, then strategizing with a rollout plan and defined KPIs before launch. Finally, she stresses evolving through ongoing measurement and customer input, framing retention as a continuous culture. She summarizes this as the RISE method: Research, Innovate, Strategize, Evolve. 00:00 Retention Strategy Setup 01:04 Podcast Intro and Promise 01:35 Acquisition Before Retention 02:44 Research Your Data 04:19 Talk to Best Clients 05:54 Innovate Retention Ideas 07:23 Strategize and Rollout Plan 08:38 Measure and Evolve 09:54 RISE Method Recap 11:14 Wrap Up and Call to Action Watch Qualitative Vs Quantitative Data Video Work With Us Mentioned in this episode: Learn about Flowtribe FlowTribe is our 10 CX Accelerator for founders that are ready to stop being the bottleneck and ready to retain clients.

    13 min

  3. MAR 25

    What is A Customer Retention Strategy

    Lindsay Tramel-Jones shares a realization from Goldman Sachs Black and Business cohort nine: she needs to better explain what she does as a customer retention strategist, since people often reduce it to “emails.” On the More Than a Brand podcast, she clarifies that retention strategy isn’t the first priority if a business lacks a steady flow of new clients, and that acquisition and retention work together. She defines retention strategy as the systems, processes, and initiatives used to keep clients you’ve already won, emphasizing it’s more than repeat purchases—it’s keeping people in your ecosystem through buying, referrals, content engagement, and community. She illustrates this with loyalty programs (like Chick-fil-A win-back offers) and referral programs that incentivize clients to advocate and stay connected, helping businesses stop “starting from zero” and reducing reliance on cold leads and algorithms. 00:00 Goldman Cohort Realization 01:04 Podcast Mission Intro 01:41 Retention vs Acquisition 02:45 What Retention Means 03:43 Loyalty Program Example 05:03 Referral Program Example 06:20 Mindset Shift and Wrap 07:31 Call to Action Outro Mentioned in this episode: Learn about Flowtribe FlowTribe is our 10 CX Accelerator for founders that are ready to stop being the bottleneck and ready to retain clients.

    9 min

  4. MAR 13

    Can your customer experience survive a sold out launch?

    Host Lindsay Tramel-Jones uses the Hanifa Day experience to highlight a key business lesson for scaling founders: being operationally ready for best-case demand. She describes how Hanifa, a Congolese American luxury clothing brand known for inclusive sizing and strong loyalty, saw major customer turnout for Hanifa Day (pre–Black Friday 2025), but delays and unfulfilled orders led loyal customers to air frustrations on social media, reversing the brand’s referral engine and damaging retention. She argues the brand wasn’t broken by a bad product or lack of attention, but by infrastructure that couldn’t handle success, and notes word-of-mouth can flip quickly. She commends the owner for publicly taking responsibility and pausing the brand to improve while fulfilling orders, then urges listeners to ask before launches: if everyone shows up tomorrow, are you truly ready? 00:00 Viral Story Setup 00:34 Podcast Intro 01:10 What Happened at Hanifa Day 01:47 Fulfillment Breakdown Fallout 03:02 The Real Lesson Are You Ready 04:37 Retention Word of Mouth Reversal 06:38 Grace Accountability and Pausing 07:26 Your Next Launch Readiness 07:49 Strategy Call and Wrap Up Visit us at https://fierceified.agency/ to learn more about how we can help.

    8 min

  5. MAR 5

    Why Customer Retention is The Most Underrated Growth Strategy For Small Businesses

    On the More Than a Brand podcast, Lindsay Tramel-Jones, CEO of Fierceified Creative and Consulting, challenges scaling founders to examine how much time they spend chasing new leads versus serving existing customers, arguing that the gap is costing them growth. She explains that acquiring new customers can cost up to five times more than retaining current ones, and that selling to existing customers has a 60–70% probability compared to 5–20% for new prospects. Lindsay reframes retention as more than funnels, email sequences, or loyalty tactics, emphasizing customer experience across every touchpoint—awareness, consideration, purchase, onboarding, delivery, post-sale follow-up, and referrals. She highlights that simple, intentional actions like remembering details, checking in, and celebrating milestones create loyalty, community, and word-of-mouth, turning retention into the real engine behind sustainable growth. 00:00 Welcome to the Show 00:30 The Awareness Trap 02:23 Retention Math That Matters 03:49 What Retention Really Is 06:44 Customer Journey Touchpoints 08:28 Referrals and Word of Mouth 09:02 Retention Without Big Tools 09:58 Plug the Leaky Bucket Visit us at fierceified.agency Try our free CX Audit tool at flowlab.fierceified.agency Mentioned in this episode: Learn about Flowtribe FlowTribe is our 10 CX Accelerator for founders that are ready to stop being the bottleneck and ready to retain clients.

    11 min

  6. FEB 19

    Hold the Shift: Retention Systems for the Influx of Conscious Customers

    Lindsay Tramel-Jones, CEO of Fierceified Creative and Consultant, opens More Than a Brand by naming a cultural and economic shift in 2026: consumers are paying closer attention to where their money goes and are increasingly choosing small businesses over big corporations for trust, connection, and perceived quality. She frames this as an opportunity—but warns that if a small business backend is “duct taped together,” growth will feel like pressure, not progress. Centering customer retention, she shares that a 5% retention improvement can increase profits by up to 65%, and explains how retention creates breathing room by reducing the cycle of constant launching and starting revenue from zero. She offers three practical retention strategies to prepare for an influx of customers: (1) follow up quickly and consistently before and after the sale to maintain momentum and communicate care; (2) anticipate post-purchase needs with clear instructions and education, illustrated through a cold-pressed juice brand that supports customers with storage guidance and videos to protect product quality and build confidence; and (3) reward loyalty intentionally through referrals, tiers, points, bundles, or built-in tools like Shop Pay, emphasizing that incentives drive repeat purchases and turn retention into acquisition via returning customers who bring others. She closes by challenging founders to focus not just on attracting customers but on keeping them, strengthening the experience between “we’re interested” and “we’re in,” and plugging leaks in the pipeline as the foundation for steady growth and wealth-building. 00:00 Welcome to More Than a Brand (Customer Retention for Scaling Founders) 00:38 A Shift Is Happening: Conscious Spending & Small Business Opportunity 04:17 Why Retention Matters Now (and the 5% = 65% Profit Wake-Up Call) 06:15 Retention Strategy #1: Follow Up Like You Want the Relationship 08:59 Retention Strategy #2: Anticipate What Customers Need After the Sale 11:05 Retention Strategy #3: Reward Loyalty on Purpose (Simple Programs That Work) 13:15 Can You Keep Them? Holding Growth, Plugging Leaks & Final Takeaways 14:23 Outro: Subscribe + Where to Find Fierceified Online Click Here to learn more about Lindsay Visit us at https://fierceified.agency/ Mentioned in this episode: Learn about Flowtribe FlowTribe is our 10 CX Accelerator for founders that are ready to stop being the bottleneck and ready to retain clients.

    16 min

  7. FEB 13

    Creating Value Your Customers Crave

    In this episode of More Than a Brand, Lindsay Tramel-Jones, CEO of Fierceified Creative and Consultant, explores the importance of aligning product offerings with customer needs. She discusses the pitfalls creative CEOs face when they launch products without customer input and emphasizes the need for strategic timing and capacity in launching new initiatives. Lindsay shares insights on predicting customer journeys and ensuring each touchpoint in the business ecosystem delivers a seamless experience. This episode is a must-listen for scaling founders who want to transform from being the bottleneck to the architect of exceptional customer experiences. 00:00 Introduction to More Than a Brand Podcast 00:48 Challenges Faced by Creative CEOs 01:56 The Importance of Customer Feedback 03:28 Timing and Capacity in Business Decisions 05:04 Predicting Customer Journeys 07:01 Final Thoughts and Advice 09:14 Conclusion and Social Media Links Click here to learn more about Lindsay Learn more: https://fierceified.agency/ Mentioned in this episode: Learn about Flowtribe FlowTribe is our 10 CX Accelerator for founders that are ready to stop being the bottleneck and ready to retain clients.

    11 min
  8. Why Your Scaling Business Is Leaking Customers (And How to Stop It)

    JAN 29

    Why Your Scaling Business Is Leaking Customers (And How to Stop It)

    In this episode of the More Than a Brand podcast, host Lindsay Tramel-Jones, CEO of Fierceified Creative and Consultant, dives deep into the crucial transition from manual customer management to scalable retention systems. Lindsay discusses the common pitfalls scaling businesses face around the $100-150K mark, emphasizing the importance of customer retention over acquisition. She explains three critical reasons why businesses struggle to retain customers: the lack of post-transaction relationship strategies, focusing on symptoms rather than systems, and ineffective onboarding processes. Lindsay also shares insights on using the RISE method—Research, Innovate, Strategize, Evolve—to identify and fix the root causes of customer churn. The episode concludes with practical steps to audit and enhance your customer experience, ensuring it remains clear, intentional, and sustainable. 00:00 Introduction to More Than a Brand Podcast 00:51 The Struggles of Scaling Businesses 01:19 The Importance of Customer Retention 02:51 Reason 1: The Dropped Feeling 06:11 Reason 2: Fixing Symptoms, Not Systems 07:27 Reason 3: The Onboarding Gap 08:46 The RISE Method for Customer Experience 10:46 Conclusion and Next Steps 11:29 Closing Remarks and Subscription Reminder Mentioned in this episode: Learn about Flowtribe FlowTribe is our 10 CX Accelerator for founders that are ready to stop being the bottleneck and ready to retain clients.

    13 min
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About

The "People's CXO" for scaling founders ready to stop being the bottleneck. You’ve built a fierce brand and cleared the six-figure mark—now comes the hard part. As your business scales, the manual "duct-tape" systems that got you here are starting to red-line. Every new lead feels like a threat to your schedule, and revenue is leaking through the gaps in your customer journey. Welcome to More Than a Brand, hosted by Lindsay Tramel-Jones, the People’s CXO and the CEO of Fierceified Creative & Consulting. This isn’t a podcast about "vibes" or vague marketing ideas. This is a masterclass in Customer Experience (CX) Engineering. Each episode, we strip away the manual hustle and dive into the proprietary RISE Method—Research, Innovate, Strategize, and Evolve—to help you build a business that can hold 10x the volume without 10x the effort. We move past surface-level customer service and into the deep work of Infrastructure Integrity, where we turn your brilliant visions into documented, automated, and soul-backed systems. We explore: The Diagnostic MRI: Using data and FlowLab to find exactly where your journey is breaking. Systemic Command: How to move from execution to observation, leading a machine that delivers your promise while you sleep. The Rituals of Retention: Engineering loyalty so powerful that your customers never want to leave. If you’re ready to stop patching processes and start engineering flow, you’re in the right place. You’ve already done the hard part by building the vision; now, let’s build the machine. Stop being the engine. Become the architect. This is More Than a Brand.

Information

  • Creator
    Lindsay Tramel-Jones
  • Years Active
    2022 - 2026
  • Episodes
    59
  • Rating
    Explicit
  • Copyright
    © Copyright 2026 Lindsay Tramel-Jones
  • Show Website
    More Than A Brand: CX Podcast