Do you have a customer retention plan?

Why a focus on the fundamentals of customer retention is essential to business growth Many marketers are grappling with the challenges posed by fundamental changes in consumer behaviours, increasingly competitive markets and a host of digital technology developments, mobile innovations and social media proliferation. The good news is that marketers are far better placed to operate in this brave new world than they may think! The fundamentals of customers, brands and marketing have not changed. However, customers are still the most important asset of any business, so in my view, the number one priority for marketing  to acquire and retain customers by creating a compelling value proposition and brand story that resonates with customers. There is a danger if there is too great a focus on customer acquisition, then businesses spend too insufficient time on managing customer retention. Instead the balance is wrong and they focus too much on acquisition using paid, owned and earned


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