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 after-sales follow-up - Source: Bain & Company, 2023. They don't leave because your product is bad. They leave because no one called them after the first purchase.
It is more expensive to acquire a new customer than to retain an existing one - Source: Harvard Business Review, 2014. If you lose a customer worth €3,000/year, you don't lose €3,000 - you lose the €3,000 plus the €15,000 it cost you to get them.
Of future revenues come from the 20% of your most loyal customers - Source: Gartner, 2023.
Do you know who these 20% are in your business?
Are you treating them differently?
40% of the customers who leave, leave within the first 90 days. Not because of the product - because of the lack of support. We design the process that turns the first experience into the reason to stay.
- 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.
Reactive support puts out fires. Proactive support prevents them from happening. We monitor your customer satisfaction and act before the problem reaches you.
For quick and frequent consultations, available 24/7.
For more complex questions that require investigation.
For high value customers, with response in <2 hours.
A well-designed loyalty programme increases LTV by 25-95%. A poorly designed one (expiring points, unattainable rewards) does exactly the opposite.
For each purchase, the customer accumulates points that can be redeemed for discounts, premium products or services.
The referring customer and the new customer receive a 20% discount. Referrals convert 4x more than any other acquisition channel.
Exclusive badges, levels (Bronze, Silver, Gold, Platinum) and rewards to motivate continued use.
Content, events or products available only to loyal customers.
The difference between an email that gets opened and one that goes to spam is not frequency - it's relevance. Every communication has a specific purpose for the customer, not for the company.
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 purchased in 60-90 days and launch a reactivation sequence. The 15-20% comes back with the right incentive.
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 you are 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. If they do not respond, 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 build the system that turns every customer into a recurring asset and an ambassador for your brand.
Proposed: «Apply for your Free Audit and you we show you how to increase your LTV and reduce your churn in the next 90 days
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