Why Isn’t Customer Retention Everyone’s #1 Priority?
So its time to get something off my chest. Why in the world doesn’t every company make its customers the number 1 priority every day? Its really mind boggling, actually. In a prior life, whenever I saw activity rates drop in a location or region, I made sure to search out the appropriate regional manager to assess what looked like a growing problem. I watched retention rates like a hawk – celebrating when it improved, and in despair when it suffered. Our clients today see great results across the board from paying attention to the actions and behavior of their current customers. So why isn’t it on the top of every marketer’s list?
I’ll explore this some more in the coming days, including some investigation of where the dollars and attention are going today and why. My goal is to build the case for investing in customer retention before ANYTHING else. Stay tuned.
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