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Bruce@InsightfulService.com

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Customer Retention vs. Customer Churn

What's the Difference?

Seek The Tangible Financial Advantage.

Retention:

(The big advantage)

Did You Know...

A 5% Increase in Customer Retention

Produces MORE Than a 25% Increase in Profit

  • Return customers have established trust from you.

  • Return customers have established a relationship with you.

  • Return customers are more forgiving of your missteps

  • Return customers tend to buy more from a company over time.

  • As they do, your operating costs to serve them decline.

  • Return customers refer others to your company.

  • Return customers often pay a premium to continue to do business with you rather than switch to a competitor with whom they're neither familiar nor comfortable.

 
Churn*:
(*Defined as when customers stop doing business with a company)
Study after study shows that customer
acquisition costs, far exceed customer retention costs.
 
Generally, companies spend SEVEN TIMES more
on customer acquisition than customer retention.
 
 Earning new business means working leads all
the way through the sales funnel, absorbing valuable 
marketing and sales resources throughout the process.
  • Churn impedes company growth as the business fights to gain new customers to replace the ones that left.
  • New customers take time to build up trust with you.
  • One misstep and a new customer will consider not returning.
  • New customers go through a learning curve getting familiar with your team, products, services, pricing structure, procedures, and advantages over the competition.
  • Critical time is wasted as profits lag while the new customer remains cautious to trust you before investing more $$ into your business.
 
 
 
Is Dating the Same as Churn?
Finding new customers, retaining those customers, losing those customers then finding replacement customers is a cycle that should sound familiar.  That's because it is. It mirrors the process of dating.  It is afterall, the same concept since it focuses on the same principles:  
The Same Action Steps Are Followed:
Isn't it Time You Turn Your Team's Attention 
to Keeping Your Current Customers
Happy Rather Than Starting Over
 With Each New Customer?