Proactive customer service How to measure Customer loyalty Customer satisfaction Customer retention
Some companies focus their efforts on finding new customers , but what if they focused on retaining current customers?
Did you know that a Harvard Business Review study revealed that it is between 5 and 25 times more expensive to acquire a new customer than to maintain a current one?
However, we know that customer acquisition and retention strategies in times of crisis can be complicated. What do you think is the best way to retain a customer in times of crisis? Read on and we will explain:
What is customer retention;
what is customer retention rate and its formula;
benefits of customer retention;
how to achieve customer retention in times of crisis.
Why does the customer change in times of crisis?
Before telling you what customer retention is, it is important to remember that many things have changed with the COVID-19 pandemic. Consumer behavior has changed and generated new consumption habits .
In a study by Psyma and list to data Netquest on the attitudes of Mexicans towards COVID-19, it was found that 78% think that the pandemic will leave permanent changes such as:
Strengthening family unity;
redefinition of the value of life;reater sensitivity to issues such as ecology, cleanliness and health.
Did you know that…
1 in 3 consumers have started a launch is one of the most important using a new brand because of the way they have reacted to the pandemic?
62% of digital buyers during the b2c lead pandemic ventured into new brands, and 82% believe they will continue using them?
These are sme of the data presented by Think with Google in its article “6 certainties about new consumption and how to improve the What is customer shopping experience”, which shows that we are not the same as we were before, and neither are your customers.
