Many companies are so obsessed with acquisition that they neglect retention, losing customers (and money) without even realising it. The statistics are stark:
Of customers are lost due to lack of follow-up and proper attention after the first purchase. They do not leave because of the product, but because of the experience.
It is more costly to acquire a new customer than to retain an existing one. Each lost customer represents not just a sale, but its entire lifetime value (LTV).
Of a company's future revenue comes from 20% of its most loyal customers. The Pareto rule in action.
The first 90 days are critical. A well-integrated customer is a customer who stays. We design a process that ensures every new customer experiences the value of your product or service from day one.
Onboarding Plan in 3 Phases:
- Personalised welcome (email, phone call or video from the team).
- Guided configuration and step-by-step tutorial.
- Identification of a "quick win" to generate immediate satisfaction.
- Check-in on day 7 and 21 to resolve doubts.
- Introduction of advanced functionalities.
- Educational content (webinars, tutorials) to maximise usage.
- Measurement of engagement and use of the product/service.
- Identification of upsell or cross-sell opportunities.
- Request for testimonials and success stories.
- Invitation to referral programme.
We don't wait for the customer to have a problem. We anticipate, monitor their satisfaction and offer help before they ask for it.
Levels of Support:
For quick and frequent consultations, available 24/7.
For more complex questions that require investigation.
For high value customers, with response in <2 hours.
It's not about "points for buying", but about creating a system that incentivises the behaviour we want to see: repeat purchases, referrals and engagement.
Loyalty Strategies:
For each purchase, the customer accumulates points that can be redeemed for discounts, premium products or services.
Incentives for both the referring customer and the new customer (20% discount for both).
Exclusive badges, levels (Bronze, Silver, Gold, Platinum) and rewards to motivate continued use.
Content, events or products available only to loyal customers.
We keep the relationship alive with relevant and personalised communication, not spam.
With tips, news and success stories (valuable content, not just promotions).
We celebrate the customer's anniversary with the brand (with a discount or gift).
We measure satisfaction and act on feedback.
We detect customers who have not bought in X months and launch reactivation campaigns.
Loyalty is critical to:
It depends on the sector. In SaaS, a retention of 90-95% per year is excellent. In e-commerce, a recurring purchase rate of 30-40% is very good. If it is below 20%, there is a lot of room for improvement.
Yes, but only if they are well designed. Points should be easy to accumulate and redeem, and rewards should be attractive. A poorly designed programme (expiring points, unattainable rewards) can have the opposite effect.
We use the Net Promoter Score (NPS), a simple metric that asks: «Would you recommend our company to a friend» (0-10). Customers who answer 9-10 are promoters, 7-8 are passive, and 0-6 are detractors. A positive NPS indicates a healthy customer base.
First, identify why they left (exit survey). Then, launch a reactivation campaign with an incentive (discount, exclusive content). If they do not respond, it is better to focus resources on active customers.
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Stop constantly chasing new customers and start maximising the value of the ones you already have. We can build a loyalty system that turns every customer into a recurring asset and an ambassador for your brand.
Request a Free Audit and we will show you how we can increase your LTV and reduce your churn in the next 90 days.
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