Keeping Customers: An Art or Science? 🎯
Mehul Fanawala
9 replies
The crux of retention:
- It's not just after-sales service.
- It’s consistent value delivery.
- Conversations, not monologues.
Loyal customers? They're earned.
Secrets of top brands:
- Surprise and delight, regularly.
- Anticipate needs, don’t just respond.
- Build community, not just a customer base.
Retention isn't passive.
Loyalty isn't a metric; it's a relationship. Cultivate it.
P.S. How do you measure loyalty?
Replies
Olena Bomko@olenabomko
Yes! It's 6-7 times more expensive to acquire a new customer than it is to keep a current customer.
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Keeping customers is a journey, not a destination. It's about building relationships and creating a positive experience
It's about being human. At the end of the day, customers want to feel like they're dealing with real people who care about them.
A mixture of both I would say!