Customer Retention | What is it and why is it important?

Customer retention is an important part of running a successful business. It's essential to keep your customers coming back and spending money with you. But what is customer retention? And why is it important?

What is customer retention?

Customer retention is the process of keeping customers happy and loyal to your business. It’s important because it helps you build a sustainable business. You can increase customer retention by making sure you have a great customer experience.

A great customer experience means that customers feel like they are receiving value from their interactions with your company, whether that be through products or services, both physical and digital interactions. The key to creating an amazing customer experience is to set up systems that make it easy for customers to find what they need and make contact with the right people when they need help or want more information about something.

Why is customer retention important?

Customer retention is the most important metric for your business.

Customer retention is a key indicator of the health of your business, and it's one of the most influential factors in determining whether or not you'll be successful as an entrepreneur.

For example, when you look at Amazon's annual report they list their customer retention rate as “over 90%.” This means that 90% of customers who purchase from them once will do so again within 12 months. They understand that customer loyalty has a direct correlation to profitability: if people come back repeatedly, then they're more likely to spend more money over time (and share their experience with friends).

In fact, customer retention can make up as much as 50%+ of total revenue for some companies!

How to increase customer retention.

To increase customer retention, you need to focus on the following:

Customer satisfaction: Customers who are satisfied with your service will be more likely to continue using it. If a customer is not satisfied with their experience, they may switch to a competitor or stop using your product all together. This can lead to an increase in churn and loss of revenue.

Customer loyalty: Loyal customers are more profitable than new ones because they spend more money over time and are less likely to switch providers. They also promote your business through referrals and social media posts which helps grow your business further by bringing in new customers.

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Measure your customer retention rate.

The number of customers you retain is a good indicator of how well your company is doing. A high customer retention rate indicates that customers are satisfied with your products or services and are willing to return for more business.

A customer retention survey is the most common way to measure these metrics, but there are also other options. Customer retention dashboards, for example, show key performance indicators (KPIs) related to customer experience and satisfaction over time. If you have a large database of customers who use your product or service regularly, then it can be helpful to see how many people come back each month and how long they stay with you before moving on to another provider.

Another option would be using social media engagement tools like Google Analytics or Facebook Insights; these will allow you to see whether posts about new products or upcoming sales lead directly back into sales funnel conversion rates instead of just being shared around online without any purchase being made thereafter!

Customer acquisition vs. retention.

When it comes to marketing, customer acquisition and retention are two distinct activities. Customer acquisition is the process of attracting new customers to your business; customer retention is the process of keeping your existing customers. While both are equally important, it’s also true that customer experience plays a major role in determining whether someone will become a repeat customer or not.

With good customer experience and a strong sense of brand identity, companies can often count on repeat business from their existing customers (and even referrals). As such, it’s critical for businesses to invest in building up this loyalty through providing quality products or services at reasonable prices—and also offering excellent customer service across all channels: phone call centers/chatbots/social media etc., as well as email newsletters and snail mail promotions like postcards or coupons for free services.

How TCXA can help you improve customer retention.

TCXA is the only agency that can help you identify and resolve issues with your customer retention rate. We have the tools, experience, and know-how to provide you with a comprehensive look at how well you're keeping your customers happy. By using our expertise in data science and behavioral economics, we can give you actionable insights on how to improve your customer retention rate by increasing your NPS rating or reducing churn rates.

If this sounds like something that would be beneficial to your business, please reach out to us today!

Real and relevant increases your customer retention rate

Increasing your customer retention rate is important. If you don't, your business will suffer.

Why? Because while customer acquisition is the start of a new relationship with a client, retention is what keeps that relationship going.

It's been said that it costs five times as much to acquire a new customer than it does to retain an existing one. So if you can increase your retention rate by even 5%, that could save you thousands of dollars in advertising costs alone.

We have helped many companies increase their customer retention rate by improving the way they engage with customers through real and relevant experiences—which ultimately increases the number of people who become repeat customers or advocates for your brand!


As we have seen, customer retention is a key driver of growth and profitability. By keeping your customers loyal to your brand, you will see increased customer lifetime value. This translates into increased revenue without having to invest in costly acquisition campaigns. TCXA has helped many businesses like yours increase their customer retention rate by identifying what’s important to them and then providing these services through our network of affiliates across the country. We offer access to the best products and services at discounted rates with no contract required!