The CEO Who Listens to Every Lost Customer

Lucas Wilson, CEO of Signpost, delivers a wake-up call every business owner needs:

"Just because you gained a customer doesn't mean they stay a customer."

With 20+ years serving SMBs and achieving less than 1% churn, Lucas shares brutal truths about customer service in 2025. The reality? When Lucas's AC breaks in Texas heat, he won't wait for his usual guy – he'll find someone new by day's end. That's your customer's mindset too. Today's customers expect omnichannel responses across phone, text, web chat, and social media, often for the same need.

Lucas reveals why constrained funding actually helps: "Every dollar goes back to customers." His team obsesses over metrics that matter – 85% of calls answered within 30 seconds, onboarding in under 7 days, and using core values to filter every decision.

His number one advice: "Know your customer. We all think we do, and you don't." Study why customers leave without making excuses. Listen to learn from lost customers to serve future ones better.

This episode provides a blueprint for building customer-centric businesses that thrive regardless of market conditions, proving that serving customers well beats chasing growth metrics every time.

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Dynamic Decisions Podcast

The CEO Who Listens to Every Lost Customer

The CEO Who Listens to Every Lost Customer

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