Beyond Transactions: Client-First Payment Strategies | Vince Chiofolo

In this episode of RevOps Champions, host Brendon Dennewill interviews Vince Chiofolo, SVP of Revenue Strategy at Dash Solutions and President of the Incentive and Engagement Solutions Providers (IESP). The conversation explores the critical but often overlooked connection between payment experiences and customer retention. Vince reveals that 76% of customer churn can be traced back to poor payment experiences, whether inbound or outbound.

The discussion dives deep into how RevOps teams can drive alignment across organizations by focusing on shared metrics like lifetime value (LTV), net revenue retention (NRR), and customer health. Vince shares practical insights on building loyalty through three key pillars: emotional, structural, and behavioral loyalty. The episode provides actionable frameworks for reducing churn, improving customer experience, and creating sustainable revenue growth through better operational alignment.

What You'll Learn

• Why 76% of customer churn relates to payment experience failures and how to address them
• The three-pillar framework for customer loyalty: emotional, structural, and behavioral
• How to align entire organizations around shared revenue metrics and outcomes
• The surprising ROI of retention: how a 1-2% drop in churn can increase company valuation by 12%
• Practical strategies for moving beyond "new logo obsession" to focus on customer expansion
• Communication frameworks that scale with business growth: metrics, rhythms, and strategic focus
• How outbound payment solutions can transform from cost centers to revenue drivers

Resources Mentioned

• Dash Solutions - B2P (Business-to-Person) payment platform
• McKinsey study on organizational silos as growth barriers
• Einstein's problem-solving methodology
• Net Revenue Retention (NRR) as a key alignment metric
• Customer Lifetime Value (LTV) optimization strategies