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Sure, you can collect information at scale, but by knowing what to look for, you can also gain insights that customers don’t even realize about themselves – let alone tell you in traditional research interviews. By periodically hunting for the right patterns and anomalies, you can essentially create a bottomless mine of opportunities for your brand to retain customers. Based on how they already interact with your business and products, you can create a customized set of best practices to optimize your product and brand touchpoints, keeping people happy and loyal. Not sure how to go about that process? Here are a few customer data buckets to examine, along with notes on how they can help you design a best-in-class customer retention strategy.

  • LS

    Lisa Sicard

    about 2 years ago #

    Hi Cara,
    This is great to see what to look for for in our data so we can better serve our customers. Finding their challenges and needs is what really matters for that to happen.
    I loved the example of being able to answer their questions before they begin to ask them! I'd love to be able to start doing that one now. Thank you!

  • JH

    Joy Healey

    about 2 years ago #

    Hi Cara,

    Great tips for retaining customers.

    I made the mistake of trying to focus too widely and treating everyone as a potential customer, instead of realizing that the vast majority of my business came from a much smaller subset. Fixing this problem gave my customers a better service and reduced stress for me, as a solopreneur.

  • SA

    Swadhin Agrawal

    about 2 years ago #

    Hi Cara,
    Great submission!

    Loved Chris' tips on customer retention which is, in my opinion, a bigger problem than customer acquisition.

    Loved the tips, specially the part where we need to focus on the 20% of the lot that bring the 80% of the business.


  • RC

    Ravi Chahar

    about 2 years ago #

    Hey Cara,

    As Ben said, analyzing the customer's conversation can be really tricky and that's what we should focus on. Knowing what your customer wants is the biggest win-win situation.
    Looking at the purchasing behaviors may help.
    Thanks for sharing with us.


  • BP

    Brenda Pace

    about 2 years ago #

    Hi Cara,

    Thanks for sharing Ben's article. Very interesting, indeed. Too many times customers feel like they are just a "sale" or a "number". Having follow up after the sale is complete can be part of retaining that customer. If we give them a "warm fuzzy", that can go a long way and may be passed on in the form of a referral. But so many companies just don't seem to care. Even in my own small business, I like to follow-up with my clients for months and/or years afterward. They appreciate it and continue to come back for more services.

    Great read!


  • RC

    Reginald Chan

    about 2 years ago #

    Hi Cara,

    Thanks for sharing. I think this article is spot on and thank you again! Voted up :)

  • DM

    Dhruv Mehta

    2 months ago #

    Great tips on retaining customers. @cara

    My take would be to integrate insights from data with modern-day customer support tools to gain further advantage and to create a laser-sharp retention plan.