Knowledge base · Strategy & growth
Retention
Retention is keeping existing customers, measured as the share that comes back.
Winning a new customer usually costs a multiple of keeping an existing one. Yet most budget goes to acquisition, simply because it is more visible.
Improving retention starts with knowing who drops off and when. Then come the instruments: email with genuine relevance, loyalty that means something, service that holds up and a reason to return.
In hospitality and retail this is often the quickest win: the same guest returning once more per year is a growth figure no campaign can match.
How we do it
Alongside acquisition we always set up a retention programme, fed by your own data.
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