Customer retention strategies that hold in a small business
Retention is a scheduled activity, not a feeling. Here is the calendar and the three messages behind it.
Put retention on a calendar
Businesses that retain well are not more caring; they are more scheduled. Three touch points — day 3, day 30 and day 90 — cover most of the gap between a one-time buyer and a repeat customer.
What each touch point says
- 1Day 3
Did it work? Ask about the outcome and fix anything small immediately.
- 2Day 30
Share one way to get more from what they bought.
- 3Day 90
Introduce the next logical purchase, only if it genuinely follows.
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