More Than A Brand: CX Podcast

You built your business on relationships. Your clients stayed because of how you made them feel — seen, valued, and taken care of. Then you hired a team, and somewhere in that handoff, the standard you built stopped showing up the way it used to. Clients are quieter. Renewals feel less certain. And you're still jumping into conversations you thought you'd handed off.More Than a Brand is for growth-stage service business CEOs who are done being the only reason their client relationships hold. Every episode is about building the relationships that keep clients coming back without it all depending on you. No generic retention advice. No marketing tactics dressed up as relationship strategy. Just honest, specific conversations about what it actually takes to transfer your relationship standard to your team — and make it stick.Hosted by Lindsay Tramel-Jones — 19-year U.S. Army veteran, CEO of Fierceified Consulting, and Client Relationship Strategist — More Than a Brand is where CEOs sto

More Than A Brand: CX Podcast is a business podcast hosted by Lindsay Tramel-Jones, with 62 episodes on record and a Required Pod Score of 80. PitchCentric scores this show on Booking Probability, Listen Score, and live audience signals refreshed every 24 hours.

Lindsay Tramel-Jones hosts More Than A Brand: CX Podcast, a business show with 62 episodes published.

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  Episode #11

  Prepping Your Business for a New Hire

  May 14, 202618 minS6

  <p>Build the PORCH Before Your First Hire: The Pre-Hire Foundation That Protects Client Experience </p><p>Lindsay Tramel-Jones explains that founders near their first hire often ask “Am I ready to hire?” instead of “Is my business ready for someone else to do the work?” She introduces the PORCH framework—a five-part pre-hire foundation that helps a new employee or long-term contractor integrate into a service business without client experience “drift”: Persona (document your client psychology), Onboarding (a structured 30-day plan for observing, practicing, and owning relationship standards), Roadmap (specific tasks, cadence, and escalation standards), Conduct (defined expectations for client-facing...

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  Episode #10

  Your Business Should Be Able to Run Without You. Here's How You Know If It Can.

  Apr 22, 202614 minS6

  <h1>Could Your Team Run the Business Without You?</h1><p></p><p>Building a Shared Client Relationship Standard Lindsay Tramel-Jones shares a story about a client who was seriously injured in a car accident and couldn’t communicate or physically work, yet her team successfully ran a pre-scheduled in-person event, made sales, and proactively contacted customers about potential order delays with transparency and a request for grace. Lindsay explains that as service businesses grow, a CEO’s instinctive standards often get “translated” and watered down across hires, creating inconsistent client experiences. She argues that SOPs, onboarding, and supervision don’t define w...

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  Episode #9

  Build Relationships, Not Just SOPs: Where Teams Fall Short

  Apr 18, 202620 minS6

  <p>Lindsay Tramel-Jones explains that when a service business grows, client churn often comes from a missing relationship standard—not a skills problem—because team members default to their own client style when expectations aren’t explicit.</p><p>She describes how an original hire may deliver 80–85% of the founder’s standard by proximity, a middle hire 60–70% through partial observation and SOPs, and a newest hire 40–50% by relying on personal instincts, creating inconsistent client experiences that clients notice before the CEO does. She notes research that clients leave due to feeling unappreciated (68%), perceived indifference (34%), and inconsistent experience (18%). Addressing veteran-owned businesses, she distinguis...

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  Episode #8

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

  Apr 7, 202621 minS6

  <h1>Customer Experience vs. Client Relationships: Why Service Businesses Lose Clients They’ve Already Earned</h1><h1><br></h1><p>Lindsay 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 retentio...

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  Episode #7

  How to Choose the Right Retention Strategy: The RISE Method

  Mar 31, 202613 minS6

  <p>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 pl...

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