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 elements: know your customers, design the buyer’s journey to create happy customers, make it easy to buy, invest in customer success, and turn happy customers into brand ambassadors.
Know Your Customers
A sustainable customer retention strategy is one that works in the long run. This means that the investments you make (money, time, or human resources) can be upheld for the foreseeable future.
Design the full lifecycle of a buyer’s journey with the end in mind––creating and retaining a happy customer.
Make It Easy to Buy
Consider whether your marketing and sales process could be easier to navigate. Today’s buyers typically don’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.
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.
Once you have happy customers, put them 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 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 customer sales grew 68%.”