The One With the Retention Revelation – Daniel Granja Baltazar E236

What's on your mind? Let CX Passport know... Why do so many companies chase new customers when the math clearly proves that retention wins every time? Daniel Granja Baltazar joins from Rotterdam to unpack the “retention revelation”... how conversion rate optimization (CRO) is really about experience, not just clicks. Daniel’s global lens from the Netherlands to Brazil gives a fresh take on blending sales, marketing, and CX into one connected journey. ✈️ 5 First-Class InsightsConversion is the outcome, not the goal. Real CRO success starts with understanding the customer’s experience.Retention beats acquisition. Companies still pour money into getting new customers, while neglecting why current ones leave.Listen before assuming. Numbers reveal what’s happening... but only talking to customers reveals why.Bridge the silos. Sales, marketing, and customer service thrive when united by shared goals and active communication.Empathy drives everything. The best in sales, marketing, and CX are curious first, persuasive second. 🕓 CHAPTERS 00:00 Welcome to Rotterdam 1:40 CRO vs CX: What’s the real difference? 4:24 The retention revelation 7:08 Why companies ignore their data’s advice 10:27 Rewarding existing customers 12:33 Global differences in customer culture 15:08 First Class Lounge 18:09 The watchmaker side hustle 19:34 The Wolf of Wall Street myth of sales 21:27 Empathy as the CX superpower 22:56 Breaking the silos 25:44 How qualitative insights drive smarter decisions 28:33 Talk to your customers... or you’re doing it wrong 🔗 Guest Links LinkedIn: https://www.linkedin.com/in/dgbaltazar/ Watch store: https://uniqwatchmods.nl/ 🎧 Listen / Watch / Subscribe Listen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Subscribe to the newsletter for CX insights... your weekly excuse to ghost Slack for 10 minutes: https://cxpassport.kit.com/signup I"m Rick Denton and I believe the best meals are served outside and require a passport. Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).