Kenneth Keith Official Site

customer retention strategies

Effective Customer Retention Strategies for Growth

—

by

Kenneth Keith
in

Did you know keeping customers can be five times cheaper than getting new ones? Also, returning customers spend 67% more than those who are new. These facts show how crucial it is for businesses to keep customers coming back.

Small businesses usually want to keep at least 20% of their customers. Big companies like insurance or media aim for a rate above 79%. Knowing how to keep customers can help you make plans to keep them for the long haul.

Keeping customers means focusing on values and listening to feedback. It also means managing changes well, being human in how you talk and act, and making things simple. Quick delivery, easy returns, and word-of-mouth help too. Plus, being kind and understanding in customer service builds a strong brand.

Key Takeaways:

  • Retaining customers can be up to 20 times more cost-effective than acquiring new ones.
  • Returning customers spend 67% more over time compared to first-time customers.
  • Small businesses typically aim for a customer retention rate (CRR) of at least 20%, whereas larger corporations expect a CRR above 79%.
  • Understanding and improving your CRR can lead to developing effective long-term strategies to increase customer retention.
  • Customer retention strategies include values, feedback collection, change management, human-focused interactions, simplicity in communication, swift delivery options, hassle-free returns, word-of-mouth support, positive brand associations, and empathetic customer service.

The Importance of Customer Retention

Customer retention is key to a business’s success. Using good customer retention strategies and satisfaction techniques can greatly improve profits and long-term success.

Harvard Business School found that a 5% increase in customer retention can lead to a big profit boost. Profits can go up by 25% to 95%. This shows how important it is to focus on keeping customers.

Also, companies are 40% more likely to sell to customers who have bought before. This shows the strength of keeping good relationships with current customers.

About 65% of a business’s sales come from existing customers. Keeping these customers means a steady income and a loyal customer base.

Customer retention is much cheaper than getting new customers. It saves money and increases profits and the value of customers over time.

When trying to make a sale, the chance of success with an existing customer is high, between 60% to 70%. This shows the value of caring for your current customers to get them to buy again.

Existing customers also spend about 30% more on new products than new ones. This shows why it’s important to keep working on customer retention.

Customer retention is not just for quick wins. It leads to more profits, loyalty, and a higher value of customers over time.

By focusing on keeping customers, businesses can grow sustainably, increase brand awareness, and lead their industries. Using good customer retention strategies and satisfaction techniques leads to lasting success and profits.

Understanding Your Customer Retention Rate (CRR)

Knowing your customer retention rate (CRR) is key to making your retention marketing work. The CRR shows how many customers you keep over a certain time. By looking at your CRR, you can see how loyal your customers are, find areas to get better, and make plans to keep more customers.

How to Calculate Customer Retention Rate

To figure out your CRR, use the formula: CRR = [(E-N)/S] x 100. “S” is your starting customers, “E” is the number you have at the end, and “N” is new customers you got. This gives you a percentage showing how well you keep customers.

For example, if you started with 100 customers, got 20 new ones, and ended with 90, your CRR would be:

CRR = [(90 – 20) / 100] x 100

CRR = 70%

Knowing your CRR lets you compare it to others in your field and set goals to do better. Small businesses usually aim for a CRR of at least 20%. Big companies want it above 79%.

Industry Average CRR
Insurance 84%
Edtech 4%
Top-performing companies 94%

As shown, top companies in many fields get an average CRR of 94%. This shows how important keeping customers is for doing well over time.

Why Customer Retention Rate Matters

Knowing your CRR is key because it affects your profits and growth. Keeping customers means more money and less cost to find new ones.

Harvard Business School found that a 5% increase in CRR can make profits go up by 25-95%. This is because loyal customers spend more and are 23% more likely to buy from you.

Loyal customers also spread the word about your brand. Yotpo says 60% of people talk about brands they like with others. This helps your brand grow and builds a strong customer base.

Personalization is also key to keeping customers. Using customer data for personalized touches makes customers happier and builds strong relationships. Salesforce says 79% of customers are okay with sharing info for a better experience.

Using good retention marketing based on your CRR can make your customer relationships stronger, increase loyalty, and help your business grow.

We’ll look at ways to keep customers in the next sections. We’ll cover improving onboarding, using feedback, offering personalized loyalty programs, and more. These tips will help you make a strong retention marketing plan for long-term success.

Build Customer Loyalty Through Shared Values

Sharing values with your customers can make them more loyal. When a brand matches their beliefs, customers feel a strong bond. This bond turns them into loyal fans. By focusing on shared values, your business can build a community and strong customer ties.

Customer loyalty programs are a great way to show you share values. They can be points systems, cash back, or memberships. These programs tell customers their loyalty is important.

By grouping customers by their loyalty, you can tailor strategies to their likes. Using tools and strategies, you can target the right customers. Predictive analytics and automation help spot customer patterns to boost loyalty.

It’s also key to focus on making customers happy and keeping them coming back. Personalized interactions and high-quality experiences matter. By knowing what customers like and value, you can build trust and strong connections.

Customer Loyalty Statistics

Statistic Insight
Predictive analytics and personalized automation Help companies increase customer loyalty proactively
Customer retention is more cost-effective Than constantly relying on new acquisitions
Loyalty programs improve customer retention By reducing purchases made through competitors
Segment customers into microsegments Fuel customer loyalty with personalized strategies
Optimization tools and customer loyalty strategies Build stronger customer relationships
Loyal customers drive business growth Through repeat purchases and word-of-mouth advertising
Customer loyalty is influenced by personalized interactions Customers expect businesses to cater to their individual needs
Building trust through communication and storytelling Contributes to developing a loyal customer base
Leveraging customer data through analytics and technology Delivers personalized and targeted experiences
Embracing transparency and authenticity builds loyalty Customers appreciate brands that engage with them on a personal level

Putting customer loyalty first and matching with shared values can grow your business. Always check and improve how you connect with customers. Focus on making things personal, open, and real to keep customers loyal. This way, you’ll stand out in a crowded market.

Frequently Ask for Feedback

It’s key to ask customers for their feedback to know how happy they are and keep them coming back. By asking for feedback, you learn what they need and what they’re unhappy with. This helps you make things better for them.

Surveys are a big help in getting feedback and finding what needs work. They ask customers at different points in their journey with your company. This gives you the info you need to make your products and services better.

Chargebee Retention is a great tool for making these surveys. It lets you customize them and make it easier to keep customers from leaving. This can make customers happier and more likely to stay.

Surveys have lots of benefits. They let you find ways to spend less on getting new customers, increase what you make from each sale, and make your products better. This can also help you keep more customers.

When making your surveys, ask about why they bought from you, how happy they are, and what they like. Also, ask about what could be better, what they’ve gotten from your service, and if they’d recommend you to others.

To make sure your surveys work well, keep the language simple and questions few. Make the surveys look good and make sure you have enough answers to be meaningful. Send them out at the right times and follow up with those who don’t answer to get more responses.

When you look at the survey results, pay close attention to what customers say. See what makes them happy or unhappy, look for patterns, and use this info to make better choices. This will help you keep more customers.

With more brands facing tough choices between keeping customers or getting new ones, keeping customers is more important than ever. Getting new customers is getting more expensive, so just getting new ones isn’t enough anymore.

Customers who already buy from you are more likely to buy again and tell others about you. By focusing on keeping them happy, you can make your products and service better. Happy customers not only buy more but also tell others, which can bring in even more customers. This can lead to more money for your business.

Asking customers for feedback often helps you keep getting better. By really listening to them, you can make their experience with your company better. Offer them special deals, make things more personal, and make sure they can get help fast. This builds a strong relationship with your customers and helps you keep them.

Get Customers Excited About a Change—Or the Decision Not To

Make your customers happy by introducing exciting changes. This could mean a new look for your store or website. But, don’t change too much too fast, or you might upset your customers.

Sometimes, the best way to keep customers happy is to not change anything. Keeping things the same builds trust and reassures your customers.

Use customer engagement strategies to build excitement and lower the chance of losing customers. Keep them in the loop with newsletters or emails about any changes. Explain the good things about the change or why things are staying the same.

Think about having a team just for customer engagement. They can work on keeping customers excited and involved. This team can look at what customers say, find problems, and suggest ways to make them happier and stick around.

Every change or decision should match what your customers want and like. By asking your customers what they think, you show them you value their opinions. Use surveys, polls, or focus groups to make sure your choices meet their expectations.

Getting customers excited about changes or deciding not to change is all about making a positive experience for them. By knowing what your customers want and using that knowledge, you can make them happier and more loyal.

Statistics Industry Insights
Increasing retention by just 5% could drive profits from 25% to 95%. Retention is a key factor in driving profitability.
Only 62.8% of participants in the State of Customer Success 2021 report use retention rate as one of their key performance indicators (KPIs). There is room for improvement in tracking and prioritizing customer retention.
58% of companies have a dedicated customer retention team, as per The State of Customer Retention report. Dedicated retention teams are becoming increasingly common in businesses.
Out of respondents with a customer retention team, 31% reported having a team size of 1-5 members, 8% had 21-30 members, and 7% had 6-10 members. Retention teams vary in size, depending on the company’s structure and resources.
A 5% increase in customer retention rates can produce from 25% to 95% revenue growth. Improving customer retention can have a significant impact on revenue.

Treat Customers As Humans, Not Data

Treating customers as humans, not just data points, is key to keeping them around. In today’s world, where automation and AI chatbots are common, talking directly and with empathy can make your business stand out. Customers want to feel connected, heard, and understood. This personal touch helps build lasting relationships with them.

A survey found that 99% of marketers believe personalization is key to improving customer relationships. Also, 78% said it has a big impact. Customers like brands that know what they need and prefer. By meeting these needs, businesses can boost loyalty and keep customers coming back.

Trust is also vital for keeping customers. It affects 81% of their buying choices. To gain trust, brands must always deliver value and meet customer expectations. This means offering quality products and services and making the customer experience positive from start to finish.

“A well-designed onboarding process can leave a positive impression on customers, impacting their long-term loyalty.”

Using a customer feedback loop is another great way to keep customers. By listening to what customers say, businesses can improve and make their offerings better. Tools like Net Promoter Score surveys give insights into how satisfied and loyal customers are.

For a deeper understanding of customers, using customer relationship management strategies is key. CRM systems help gather and keep track of customer data, like what they like and what they’ve bought before. This info can be used to make personalized experiences and marketing that speaks to each customer.

Customer Retention Statistics

Statistic Percentage
Trust as an important factor in purchase decision 81%
Success rate of selling to an existing customer 60-70%
Success rate of selling to a new customer 5-20%
Business defection rate 10-30% per year
5% increase in customer retention can increase company profitability by 75%

By seeing customers as humans, not just numbers, businesses can create strong emotional bonds and trust. This approach, along with good customer management and engagement, can really help keep customers around. It’s time to focus on the human side of customer interactions and build relationships that go beyond just buying and selling.

Be Easy To Understand

When it comes to customer engagement and satisfaction, making things easy to understand is key. Clear communication helps keep customers coming back and buying more.

Customers like businesses that are clear and straightforward. Stay away from hard words or jargon that might confuse them. Instead, make your messages simple and easy to get.

“Simplicity is the ultimate sophistication.” – Leonardo da Vinci

Don’t overexplain things. Keep your messages clear and simple. This way, you make a good impression and build trust with your customers.

Look at how you talk to customers through your website, social media, and ads. Are they easy to use and understand? Can people quickly see what you offer and how it helps them? Make changes if needed to make things smoother for your customers.

Understanding your customers is part of making them happy. Using the right words and tone helps you connect with them better. This builds strong relationships over time.

Think about doing research to learn more about your customers. Find out what they want and why they buy things. This info helps you talk to them in a way that really speaks to them.

Key Takeaways:

  • Clear and concise communication is crucial for customer retention.
  • Avoid using jargon or complex language that may confuse customers
  • Ensure your messaging is easy to understand and accessible.
  • Conduct research to understand your customers and personalize your communication.

Provide Quick Delivery Options

In the delivery sector, quick delivery options are key for keeping customers. Today, people want fast and easy online shopping. By offering fast shipping, you can beat the competition and make customers happy.

The global e-commerce logistics market was worth $315.82 billion in 2022. It’s expected to grow by 22.3% each year from 2023 to 2030. With new tech, it’s vital to keep up and meet what customers want.

Quick delivery makes customers want to come back. When they can get their items fast, they’re more likely to shop with you again. This boosts their happiness and loyalty to your brand.

Fast shipping also helps keep customers from leaving. If orders arrive quickly, they won’t look elsewhere. They’ll trust your efficiency and feel closer to your brand.

Having fulfillment centers in the right places helps with fast delivery. By placing your centers smartly, you can quickly process and send out orders. This is key for online stores that ship worldwide.

While fast delivery is key, price matters too. You need to balance quick shipping with fair prices to keep customers happy and loyal.

Quick Delivery Options and Their Impact on Customer Retention

Benefits of Quick Delivery Options Stats/Insights
Increased Customer Satisfaction Satisfied customers are more likely to remain loyal to a brand and make repeat purchases.
Higher Customer Retention Rates Providing expedited shipping options can reduce churn rates and retain customers for the long term.
Competitive Advantage Quick delivery options differentiate your business from competitors and attract new customers.
Positive Word-of-Mouth Satisfied customers are more inclined to share their positive experiences with others, leading to free promotion and new customers.

Offering quick delivery is a great way to keep customers in the delivery sector. It meets what customers expect and encourages them to buy more. By using route optimization software and placing fulfillment centers wisely, you can make your customers happier and more loyal. This will help your business do better.

Make Returns and Refunds Easy and Reasonable

Online shopping relies heavily on customer satisfaction techniques to build trust and loyalty. The returns and refunds process is key to this. 84% of shoppers check return policies before buying, and over 40% might look for other vendors if they don’t like the policy.

To keep customers happy and loyal, making returns and refunds simple is crucial. By focusing on the customer and using technology, businesses can make this part of shopping easier. Here are the main things needed for a smooth return process:

  • Prompt and courteous responses to return requests
  • Implementation of a self-service returns portal
  • Clear communication of customer expectations

By focusing on these areas, businesses can make returns and refunds easy for customers. For example, Evereve, a popular clothing brand, saved money, got fewer support requests, and did better after working with WeSupply to automate returns. WeSupply helps customers track their returns easily.

Clear return policies make shopping easier and set businesses apart. Free return shipping can draw in customers who want a smooth experience. Seeing returns and refunds as a way to keep customers happy can lead to more loyalty and success for businesses.

customer satisfaction techniques

Customizable return solutions are key for different business needs. WeSupply provides solutions that fit each business’s unique needs.

Using a self-service returns portal gives businesses insights on why customers return items and what products are often returned. This info helps businesses make better choices and improve their products.

Commitment to Customer Satisfaction

Being consistent with return policies is important. Being open and honest builds trust with customers.

In conclusion, making returns and refunds easy is vital for a good customer experience. By focusing on efficient processes, businesses can keep customers coming back, stand out from rivals, and grow their brand. Putting the customer first in returns and refunds leads to more loyalty, satisfaction, and success.

Foster Word-of-Mouth Support

In today’s digital world, word-of-mouth marketing is still a strong tool for businesses. It helps them grow and gain trust. When happy customers share their good experiences, it can really help your brand get noticed and attract new customers. Here are some ways to get more word-of-mouth support:

  1. Utilize Social Media Platforms: Use social media to share interesting content and ask customers to share their stories about your brand. Social media is a great way to spread the word about your business and reach more people.
  2. Share Customer Testimonials: Happy customers can make your brand more trustworthy. Put their good words on your website, social media, and ads. This shows others that your customers like your products or services.
  3. Create a Sense of Community: Make your customers feel like they belong by getting them to talk to each other. Use online groups or forums to help them connect. When people feel part of a community, they’re more likely to recommend your brand to others.
  4. Engage with Customers: Talk to your customers on social media, through messages, or emails. Answer their questions and listen to their thoughts. This shows you care about what they think and can make them more loyal to your brand. They might even tell their friends about you.

To learn more about the power of word-of-mouth marketing, check out these informative articles:

Building word-of-mouth support can really help your brand get noticed and bring in new customers. Use social media, share customer stories, create a community, and talk to your customers to make the most of word-of-mouth marketing. This can help your business grow.

Make Customers Feel Good About Getting Associated With You

Creating a positive brand image is key to keeping customers. When customers feel proud and connected to your brand, they stick around and buy more. Here are some tips to make customers feel good about your company.

Highlight Your Social Responsibility Efforts

Showcasing your company’s social responsibility can make customers feel good. This means donating part of sales to a good cause or helping out in the community. By matching your brand with your customers’ values, you build pride and loyalty.

Offer Incentives That Align With Customer Values

Give repeat customers rewards that match what they care about. This could be loyalty programs or special deals for long-time customers. Tailoring these rewards shows you value them, making them more loyal.

Engage Customers Through Personalization

Personalization is key to keeping customers. Use customer data to offer personalized experiences. This could be product suggestions, custom emails, or targeted ads. When customers feel you get them, they stick with you.

Nurture a Positive Customer Experience

Great customer service is vital for a strong bond with customers. Always fix issues quickly and show you care about their happiness. Easy and helpful interactions build trust and loyalty.

Creating a brand that customers love is key to keeping them around. By showing your social side, offering personalized touches, and great service, you build a loyal customer base. This keeps them choosing your brand over others.

Offer Direct and Empathetic Customer Service

To build strong customer relationships and drive customer satisfaction, it’s key to offer direct and empathetic customer service. This means focusing on empathy in your support talks. It helps meet customers’ emotional needs and builds trust.

Statistics show that 96% of consumers value empathy in customer support. Yet, 64% of US consumers feel companies have lost the human touch in customer experiences. By using empathetic service, you can stand out and fill this gap. This leads to better loyalty, more sales, and more referrals.

Businesses are using tech like sentiment analysis software to understand customer feelings. This tech helps service agents respond in a way that feels personal and in tune with customers.

AI-powered chatbots are also being used to adjust to customer moods and histories. This makes customer service more responsive and empathetic. It boosts customer satisfaction and loyalty.

Great customer service keeps customers coming back. By offering support that’s empathetic and attentive, you can reduce customer loss. Happy customers are more likely to recommend your business, bringing in new customers.

Training your employees well is key to better customer interactions and service quality. This training helps them give personalized and empathetic service that matches your business’s values.

Listening to customer feedback is also vital for improving your service. By asking for feedback and addressing concerns, you can make your service better over time.

Working with customers to create products or services based on their ideas can also boost satisfaction and keep customers around. It shows they’re heard and valued, strengthening your brand’s connection with them.

In summary, direct and empathetic customer service is key for trust, loyalty, and lasting customer relationships. Using tech, training, and customer feedback can help you offer top-notch service. This leads to higher satisfaction and keeps customers coming back.

Create a Seamless Customer Experience

Creating a smooth customer experience is key to building strong relationships and loyalty. In today’s market, where customer engagement and retention are crucial, companies must focus on a seamless journey for their customers. This approach boosts satisfaction, encourages repeat purchases, and leads to positive word-of-mouth.

A seamless experience means every interaction with your brand is easy and consistent. It’s about knowing what customers want and meeting their needs at every step. By focusing on customer experience, companies can gain big benefits like more revenue, higher retention, and a competitive edge.

Now, over 45% of companies are putting more into customer experience, up from 36% in 2010. This change shows that focusing on customer experience can lead to a revenue boost of $700 million in 3 years. Brands that focus on CX also see profits 60% higher than those that don’t.

Also, 58% of customers are willing to pay more for a better experience. Those who rate companies high in customer experience spend 140% more and stay loyal for up to 6 years. On the flip side, bad customer service costs over $62 billion each year, showing how crucial a seamless experience is to keep customers.

To make a seamless experience, companies should:

  • Streamline processes and remove obstacles in the customer journey
  • Offer quick delivery and fair return policies
  • Use customer feedback to improve and personalize the experience

These strategies can help prevent customers from leaving, keep them around, and turn them into brand fans. Tools like Userpilot can help improve SaaS customer experience, leading to more loyalty, a better brand image, lower churn rates, and higher customer lifetime value.

A seamless customer experience is essential for businesses aiming to succeed in today’s market. By focusing on customer engagement and retention, companies can offer a cohesive and enjoyable journey. This keeps customers coming back for more.

Implement a Customer Retention Program

Keeping customers is key to growing your business. A good customer retention program can really help your company succeed. By using smart strategies and loyalty programs, you can keep your customers coming back for more.

Customers who return are very valuable. They usually spend 67% more over time than new customers. So, it’s smart to focus on keeping them happy to make the most of their value.

Small businesses should aim for a Customer Retention Rate (CRR) of at least 20%. Big companies aim for more than 79%. To hit these targets, you need a retention program that fits your business and what your customers like.

One great way to keep customers is through loyalty programs. These offer rewards and special deals to keep customers coming back. Examples include discounts, free items, and VIP access to events.

Another strategy is to use marketing that speaks directly to your customers. By understanding what they like and need, you can send them messages that really matter. This makes them more engaged and loyal.

It’s important to check how well your retention program is doing. Look at things like Customer Retention Rate, Average Order Value, Revenue Churn Rate, and LTV:CAC ratio. These numbers tell you how well your program is working and where you can get better.

Looking into why customers leave or stay is also key. By seeing what your customers do and think, you can focus your efforts better. This helps you make plans to keep them coming back.

When you’re working on keeping customers, always focus on giving them great service. Treat them as unique people, listen to them, and make things easy for them. Making it simple to return items and get refunds also helps build trust.

Industry Customer Retention Rate
Media 84%
Professional Services 83%
Automotive and Transportation 83%
Insurance 83%
IT 81%
Construction 80%
Finance 78%
Telecommunications 78%
Healthcare 77%
Software 77%
Banking 75%

To keep customers happy, make them feel good about being with your brand. This can be done by supporting good causes and giving back. Also, getting them to share their good experiences online can help keep others coming back.

In conclusion, having a strong customer retention program is key for growing your business. Focus on building strong relationships, offering great service, and always improving your approach. This way, you can keep customers coming back, increase sales, and achieve long-term success.

Conclusion

Keeping customers happy and building strong bonds is key for businesses to grow. By focusing on what customers want, companies can keep them coming back. Studies show that just a 5% increase in keeping customers can lead to a big profit jump, from 25% to 95%.

It’s cheaper to keep customers than to find new ones. This lets businesses use their marketing money better. Loyal customers also spend more and don’t mind paying more, showing how keeping customers pays off.

Keeping customers around helps businesses predict the future better, especially in B2B markets. It builds strong, long-term relationships.

Using strategies like offering more products or special deals can make customers happier. This can give businesses an edge over competitors. Happy customers stick around, making it harder for others to take them away.

In the end, keeping customers is crucial for businesses to grow and do well. By using these strategies, companies can see more profits and save on marketing. Making customers happy and loyal is important. Businesses need to keep changing to meet what customers want. Tools like HubSpot and Salesforce can help with this, leading to lasting success and growth.

FAQ

What is customer retention?

Customer retention means customers keep buying from you over time. They pay for your products or services more than once.

Why is customer retention important?

It’s key because returning customers spend 67% more than new ones. This leads to more money and brand growth.

How do I calculate my customer retention rate (CRR)?

To find your CRR, use this formula: CRR = [(E-N)/S] x 100. “S” is your starting customers, “E” is the end number, and “N” is new customers added.

How can I build customer loyalty?

Build loyalty with customer programs that reward repeat customers. Also, use strategies that make customers feel connected to your brand.

How important is customer feedback?

It’s very important. Feedback helps you know what to improve. Always ask for it to keep up with what customers want.

How can I get customers excited about a change?

Excite customers with strategies that build anticipation. But, don’t change too much too fast to avoid losing them.

How should I treat my customers?

Treat them as unique individuals. Talk to them directly and with empathy. Use strategies to better understand their needs.

How can I make my business easily understandable to customers?

Make sure your products and marketing are clear. Focus on simple communication. This makes your business easy for customers to grasp.

Should I offer expedited delivery options?

Yes, it’s a good idea. Fast delivery pleases repeat customers who value quick service. It sets you apart from others.

How can I make returns and refunds easy?

Make returns simple to give customers a smooth experience. Offer loyalty rewards for repeat customers to encourage more purchases.

How can I foster word-of-mouth support?

Encourage customers to share good things about your brand. Use social media to spread the word and share positive reviews.

How can I make customers feel good about getting associated with my brand?

Show your brand’s social side and offer rewards that match customers’ values. This makes them proud to support you, leading to more repeat buys.

How should I provide customer service?

Offer great service that’s caring, easy to use, and straight to the point. Quickly solve customer issues and personalize service with CRM strategies.

How can I create a seamless customer experience?

Aim for a smooth experience at every touchpoint. Use strategies and tactics to make customers see your brand positively.

How can I implement a customer retention program?

Create a detailed retention plan with loyalty programs and personalized marketing. Use data to improve it over time.

Why are customer retention strategies important for growth?

They’re key for lasting growth by focusing on customer happiness and loyalty. Keeping customers is cheaper than getting new ones.

Source Links