by Annette Franz | Jan 26, 2022 | acquisition, customer experience, customer retention, marketing, Uncategorized
In last week’s post, I wrote about the acquisition versus retention “dilemma” from the marketer’s perspective. Obviously, there are two sides to every story, and the customer’s version is the most important side of this story. How this...
by Annette Franz | Jan 19, 2022 | acquisition, customer experience, customer retention, marketing, Uncategorized
Should acquisition vs. retention really be a dilemma? Can’t there just be a balance between the two? Must one outweigh the other? Companies have long been pouring disproportionate resources – human, time, effort, capital – into the top of the funnel, on...
by Annette Franz | May 9, 2018 | acquisition, customer experience, customer loyalty, customer retention, loyalty
Image courtesy of QuadientWhere does your company put a greater focus, on acquiring new customers or on retaining existing customers?It seems there ought to be a balance, or a shift in balance, no? The old debate stands: should companies focus on customer acquisition...
by Annette Franz | Jan 19, 2016 | acquisition, customer experience, customer loyalty, customer retention, loyalty
Image courtesy of PixabayThe old acquisition vs. retention challenge is alive and well!The perils of focusing on customer acquisition and sales over the customer experience and retention can be summed up nicely with this: “As fast as you’re bringing...
by Annette Franz | Jun 16, 2015 | acquisition, advertising, customer experience, customer retention, marketing
When the going gets tough, does your company give up? Or does it get going? You’re a customer experience professional, right? Even if you’re not, I think you’ll appreciate this story/post. How much does the following scenario describe your company?...
by Annette Franz | Apr 9, 2015 | acquisition, customer experience, customer loyalty, customer retention, raving fans
Image courtesy of PixabayAre your customers raving fans or fairweather fans?Given that it’s the start of the baseball season, it was timely (albeit, intentionally so) that I received details about Brand Keys’ 23rd annual Sports Fan Loyalty survey results a...
