In this episode, I sit down with Forest Bronzan, CEO of Jetset, someone I truly consider a pioneer in the DTC and retention space. We revisit his journey from building and scaling Email Aptitude—one of the earliest agencies dedicated solely to retention and email—to launching Jetset in a completely different economic and technological landscape.

What struck me most is how his conviction around retention hasn't changed—but how the strategy has evolved dramatically.

We go deep into why customer experience—not just customer support—is becoming the real differentiator for brands. Forest shares how Jetset is redefining CRM by integrating sentiment analysis, proactive outreach, and immersive brand experiences to build long-term loyalty. In a world obsessed with acquisition, this conversation is a powerful reminder that the real gold is in the customers you've already earned

Key Moments from the Episode:

* Forest reflects on launching Email Aptitude in the early days of DTC and how retention was once a niche focus—long before it became table stakes.

* Why "customer support" is not the same as "customer experience"—and how most brands are missing the bigger opportunity.

* The introduction of Jetset's internal framework, Sentiment IQ, which aggregates signals like NPS, engagement, reviews, and support data to proactively manage retention.

* How brands can identify high-value detractors and intervene before churn happens—turning frustration into loyalty.

* Why authentic surprise-and-delight moments, curated experiences, and deeper listening will define the next era of retention.

Join me, Ramon Vela, in listening to this thoughtful and strategic conversation about loyalty, customer experience, and what it truly takes to build a brand that wins long-term. If you care about sustainable growth, this episode is one you won't want to miss.

For more on Jetset, visit: https://jetset.io/

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