Acquisition gets the headlines. Retention builds the business. Customer experience design and retention strategy are where marketing meets its highest-ROI work.
Acquiring a new customer costs five to seven times more than keeping one. The resources here cover the full lifecycle after the first conversion: onboarding, engagement, loyalty, and the feedback loops that reduce churn.
Net Promoter Score is a single-question customer loyalty metric that asks respondents how likely they are to recommend your company to a friend or colleague, on a scale of zero to ten. Scores of nine or ten make someone a Promoter, seven or eight a Passive, and zero to six a Detractor. Your NPS is…
A customer engagement platform is software that centralises how a business communicates with customers across channels, from email and SMS to in-app messaging and live chat, with the goal of making those interactions more timely, relevant, and consistent. Done well, it reduces churn, increases lifetime value, and turns transactional relationships into something stickier. Done poorly,…
Google Ads customer service covers everything from how you respond to leads generated by paid search, to how your support infrastructure handles the volume, intent, and expectations of people who clicked on your ads. Done well, it closes the loop between acquisition and retention. Done poorly, it turns paid traffic into a leaky bucket. Most…
A help desk is a centralised function, team, or software system that manages customer support requests from initial contact through to resolution. At its most basic, it exists to answer questions, fix problems, and reduce friction. Done well, it becomes one of the most commercially valuable touchpoints a business has. Most businesses treat the help…
The customer experience is the full sequence of interactions a person has with a brand, from the moment they first become aware of it through to purchase, retention, and advocacy. It is not a funnel. It is not a straight line. It is a messy, non-linear process that most businesses map in theory and ignore…
Customer feedback surveys are structured tools that collect opinions, satisfaction scores, and experience data directly from customers, giving businesses a measurable signal of where they are winning and where they are losing. Done well, they surface genuine insight. Done poorly, they generate noise that teams mistake for direction. The difference between the two has less…
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