KEEP: RETENTION, REPEAT BUSINESS, AND REFERRALS Any customer you keep is a customer you don’t have to replace. That means your process for obtaining new customers should never take precedence over your process for keeping existing customers. When I talk about keeping customers, I’m usually looking at three things:
Retention
Repeat Business
Referrals
Up till now, most parts of your growth system have required a substantial investment of resources. This is the part where you start to really reap dividends on all that hard work. And it’s where your shortsighted competitors will falter because they haven’t built a strong system.
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