4/Retention

We have engaged, transacted and even fostered a genuine connection with consumers. Now what?

Retaining customers is not only a cost effective and profitable strategy, but in today’s business world it is a necessity. Frederick Reichheld, The Loyalty Effect and Loyalty Rules, found that loyalty leaders grow, on average, more than twice as fast as the industry average across a wide variety of industries. Reichheld’s research has demonstrated that keeping existing customers costs substantially less to a company than acquiring new ones.

Today’s empowered customer, however, has much higher expectations of how brands do business with them. With increased choice, and armed with information, customers can afford to be fickle.

This means that the tried and formerly true methods of retaining customers no longer apply. Gimmicks, freebies, points and CRM data are not enough.

We take a different, far more authentic approach to retention and customer relationship management. We do harness sophisticated technology and preference driven databases to facilitate communications with consumers … but that’s where our similarities end with direct marketing companies.

Our designs continually improve customer retention strategies that:

  • Harness sophisticated technology and data;
  • Integrate with social marketing opportunities and the consumer conversation; and
  • Focus on genuine dialogue with consumers.

to maintain customer connections and leverage customer life time value.