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Reja Mulloor - Why Brands Keep Chasing New Customers and Losing the Ones They Have
What actually makes a customer stay loyal?
It’s not just points, discounts, or rewards. Often, it comes down to whether a customer feels understood, valued, and taken care of - especially when something goes wrong.
In this episode of Stacked with Jennifer LaForge, Jennifer sits down with Reja Mulloor, Director of Engagement at Rakuten.ca, to explore what customer retention really looks like behind the scenes.
Reja shares why retaining an existing customer can be more valuable than constantly chasing new ones, how brands can turn feedback into better experiences, and why “surprise and delight”…
The skinny
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