Retention · 5 min
Keeping customers is half the work
If you cannot rebook, offer membership, win people back or get referrals, you are paying full price for customers you never keep.
Finding new customers gets the budget because it is visible. Keeping them gets a 10% off email because it is nobody's job. Then the company wonders why CAC (customer acquisition cost) will not come down.
Rebooking, memberships, loyalty, the life of the customer, email, SMS, WhatsApp, extra sales, upgrades, winning people back, referrals, reviews and people who recommend you are not a 'phase two'. They are how LTV (lifetime value) exists. Without LTV, LTV:CAC (value versus cost) is a slogan.
Run it every week
A clinic that does not rebook is buying the same patient twice. A luxury brand that does not invite back is holding events for strangers. A software product that cannot get people using it is paying for a store listing. Growth does not end at the sale.
If this is already the talk inside your company, run a Growth Audit or contact QUBE.