Customer marketing strategy ·
Retention doesn't start at renewal
The customer marketing flywheel, and three places to start.
Retention doesn’t start at renewal.
It starts with listening.
Customer Marketing is a flywheel. Voice of the Customer drives a better experience. A better experience drives adoption, and adoption drives retention. Retention earns the right to expand. And happy, growing customers become your advocates, references, and referrals, which starts the new logo flywheel all over again.
Not sure where to begin? Start with three things:
- Pull your NPS or CSAT results. See what you’re doing really well, then bring those happy customers into your advocacy program.
- Find where you’re missing expectations. Onboarding? Pricing? Adoption? Pick what hurts most and fix that first.
- Tell customers what you changed. When people see their feedback turn into action, they keep talking to you.
Then watch the flywheel start to move, and your business metrics with it.
Where does your flywheel stall?
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