Go Back Retention Marketing Manual

How to Change Your Brand’s Mindset

Shifting from an acquisition-focused mindset to a retention-focused one requires a new approach to how brands think about their relationships with customers.

Navigating customer retention shifts

Ready to see how it all works?

In this lesson, we'll discuss the key shifts that brands need to make to build stronger relationships with customers, as well as provide actionable tips and strategies for making these shifts.

Shift 1: Prioritize Customer Experience

The first step in building stronger relationships with customers is to prioritize their experience. Every touchpoint with a brand is an opportunity to build trust and loyalty. By focusing on creating a positive experience for customers at every interaction, brands can build stronger relationships that keep customers coming back. This means investing in customer support, improving the user experience of the website, and ensuring that products are of high quality.

Actionable steps:

  • Invest in customer support: Make it easy for customers to reach out when they have questions or concerns. Consider offering live chat, email support, and phone support.
  • Improve the user experience of the website: Ensure that the website is easy to navigate and that the checkout process is straightforward.
  • Ensure that products are of high quality: This will help ensure that customers are happy with their purchases and are more likely to return.

Shift 2: Use Data to Understand Customers

The second key shift is to use data to understand customers better. By collecting and analyzing data on customer behavior and preferences, brands can create more personalized experiences that resonate with customers. This means understanding their needs and preferences, and tailoring marketing and engagement efforts to their interests.

Actionable steps:

  • Implement data analytics tools: Use tools such as Google Analytics and customer relationship management (CRM) software to collect data on customer behavior and preferences.
  • Use this data to inform engagement efforts: For example, brands can identify which products or services are most popular among customers and use this information to create targeted marketing campaigns.

Shift 3: Adopt a Customer-Centric Approach

Finally, to build stronger relationships with customers, brands need to adopt a customer-centric approach. This means putting customers at the center of everything they do, and ensuring that their retention strategy is designed to meet their needs.

Actionable steps:

  • Conduct customer research: Use surveys and focus groups to better understand customer needs and preferences.
  • Use this research to inform retention strategy: For example, brands can use customer feedback to improve products or services, and create more targeted marketing campaigns.