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Why Your Customer Retention Flywheel Is Broken
5 Ways To Retain Life Long Customers
Raise your hand if you dread calling customer support. We’re often left guessing whether we’ll encounter a compassionate helper or a robotic voice with little to no empathy for our unique problems.
Raise your hand if you’ve experienced consistently excellent service at a restaurant, coffee house, gym, or hospital. I’ve rarely found such consistency myself. While there are pockets of selfless, hardworking staff eager to assist, this isn’t the norm across the board everywhere I go. This inconsistency presents a massive opportunity for the service industry to demonstrate their unique values to potential customers.
Raise your hand if you feel that what you pay for in products or services consistently delivers high value. There are some businesses where I find myself returning time and again, but with others, I’m left wondering if a better deal exists elsewhere. Too often I walk into a business and think to myself how are they even making their rent let alone retaining customers for life.
This inconsistency is at the heart of why many small, medium, and large businesses struggle with customer retention. They’re often reluctant to invest the time, resources, energy, or money needed to fix their customer retention flywheel.
