Let's understand better with an example: you've been going to the same gym for years, but you don't like the professionals, you complain about the crowds and you're bothered by the space. Even so, you keep going for a reason: the company charges a high fine in the event of cancellation of the plan.
So, you remain a customer out of convenience, but you don't recommend the gym to anyone. In this context, the company does a good job of retaining customers, but it fails to build customer loyalty.
In short, retention is rational, meaning the customer chooses based on cost-benefit. Loyalty is emotional, as the consumer identifies with the brand, feels valued and promotes the company.
The ideal is to apply retention and loyalty strategies austria phone numbers simultaneously, in order to keep consumers in the base, and then make them loyal to the brand. To do this, learn how to build customer loyalty .
In fact, attracting new customers is necessary for the company's expansion, so it should be a constant concern for every business.
However, a common mistake among entrepreneurs is to focus their efforts on attracting consumers, while leaving retention strategies aside.
However, retention ensures a solid customer base, which represents a guarantee of revenue, a crucial factor for the company's survival.
Furthermore, retention strategies help to consolidate the company in the market, as they favor the company's credibility and reputation.
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