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Customer retention

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The aim of the game is customer loyalty. Think about how much more it costs to continuously onboard new customers rather than keeping hold of the ones you got…

Sales can be very fickle. Who are we kidding? It’s totally fickle. That’s why true customer relationships are built on mutual trust and respect. Without it, you’ve got a string of what John refers to as ‘engaged customers’.

The problem with that is, they’re not afraid to jump ship. Which means more importantly, they don’t understand the value of your offering.

Make sure you truly work with your customers to understand what they want and what they need. Once they realise the value they gain from you, they’re less likely to shop elsewhere.

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