CUSTOMER RETENTION

It’s a well-known fact that the cost of retaining an existing customer is far less than acquiring a new one. It can cost up to 5-25X more to acquire a new customer than to retain an existing one. That’s why it’s so important to prioritize customer retention for your company.  

Create Customer Retention Roadmap for Growth

A solid customer retention roadmap should have five things: know your customers, design the buyer’s journey to create happy customers, make it easy to buy, invest in customer success, and activate happy customers into brand ambassadors.

Know Your Customers

A sustainable customer acquisition strategy is one that works in the long run. This means that the investments you make (whether money, time, or human resources) can be upheld for the foreseeable future.
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Buyer's Journey

Design the full-life cycle of a buyer’s journey with the end in mind – creating and retaining a happy customer.
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Make It Easy to Buy

Consider whether your marketing and sales process could be easier to navigate. Today’s buyers typically doesn’t want to talk to a salesperson, or pay money before they know how well a product works. Design the buyer’s journey with this in mind.

Customer Success

Make it easy for your customers to answer their questions and solve problems. As early as possible, start surveying your customer base to understand how likely they are to recommend your product to a friend. Use this feedback to streamline the customer experience throughout the entire buyer’s journey and reduce friction.
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Brand Ambassadors

Once you have happy customers, it’s time to put your customers to work for you. Use your customers as a source of referrals, social proof for your business through testimonials, case studies, and references, and brand amplification.

“Customer retention is about creating happy customers and earning the privilege of getting rewarded with repeat purchases. Repeat purchases extend customer lifetime value, which in turn makes every new customer more valuable as well.”

What Our Customers Have to Say

Don’t just take our word for it, see what our customers have to say.

“As our eCommerce business matured, I quickly realized we needed to do a much better job marketing to our existing customers. I hired digitalJ2 and HubSpot and they crushed it! Over a 9-month period, existing customers sales grew 68%.” Cliff Morgan

Found & CEO, GFUEL

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