How Broken Hiring Promises Damage Customer Trust and Retention - with Annette Franz
- E111
- 36:47
- November 25th 2025
Customer experience is shaped by the employee experience behind it. When companies overpromise during recruitment or create poor candidate experiences, the resulting trust gap eventually reaches customers.
Annette Franz joins Jason Noble and Jason Whitehead to explore the promise-delivery gap.
You’ll learn how culture and employee trust affect customer outcomes and why People, Customer Success and leadership teams must align around the promises the company makes.
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Breakthrough SaaS Growth
Breakthrough SaaS Growth is about how SaaS companies keep customers, grow revenue and prove value in the AI era.
Hosted by Jason Noble in the UK and Jason Whitehead in the US, the show explores the commercial problems behind sustainable SaaS growth: retention, expansion, churn, customer value, Customer Success, GTM alignment and AI.
Some episodes are the two Jasons breaking down what they’re seeing in the market. Others feature SaaS founders, CEOs, CROs, Customer Success leaders and operators sharing what is actually working inside their businesses.
Expect practical conversations about why customers churn, how SaaS companies prove value, where expansion really starts and how AI is changing the way software is bought, used and valued.
No hype. No theory for theory’s sake.
Just practical thinking about how SaaS companies keep and grow customers.