Hewitt Tomlin

If a customer is not being listened to, it's hard for them to shell out the same amount of money year after year.

If no one touched customer retention, meaning if no one was in that role, then we would churn out 20% of our customers.

With a fully dedicated customer success manager, someone whose role is retention, we actually reduce that churn to 10% per year.

So we retain 90% of customers year over year.

that's on a revenue basis.

We're purely inbound.

And that stems from the fact that we're bootstrapped.

We don't purchase a lot in terms of web ads.

We don't acquire a lot of leads in terms of web ads.

We try to stay away from that rabbit hole.

So we focus on customer or content generation, bringing people to our top of funnel.

And then basically building a large audience that way.

So a lot of our content generation is done in-house, but also by our customers.

A lot of our customers are happy to write blogs.

They're happy to do interviews and share their expertise.

And then we brand it and then leverage it into content that attracts people to our website.

That's our sales demo.

It's an online demo.

It's not different from what we're doing now.

If we can get a coach to spend 30 minutes with us on the phone and to do an online screen share demo, that's the number one tool in our toolbox that creates the highest conversion.