{"id":8058,"date":"2021-06-29T09:30:00","date_gmt":"2021-06-29T04:00:00","guid":{"rendered":"https:\/\/kylas.io\/?p=8058"},"modified":"2023-08-01T13:13:13","modified_gmt":"2023-08-01T07:43:13","slug":"customer-retention-and-its-importance","status":"publish","type":"post","link":"https:\/\/kylas.io\/en\/blog\/customer-retention-and-its-importance","title":{"rendered":"What Is Customer Retention and Why Is It Important for Small Business Growth?"},"content":{"rendered":"\n<style>\n@media only screen and (max-width: 700px){\n.img-full-mob{\nwidth:100% !important;\nheight:100% !important;\n}\n}\n<\/style>\n\n\n\n<p class=\"has-large-font-size\">\u201c<i>Do what you do so well that they will want to see it again and bring their friends<\/i>.\u201d&nbsp;&#8211; Walt Disney&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">This forms the premise of <a href=\"https:\/\/kylas.io\/blog\/customer-retention-strategies\"><span style=\"text-decoration: underline;\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">customer retention strategies<\/mark><\/span><\/a>. <\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">Any iconic company today, like Disney, Apple, McDonald\u2019s, Airbnb, Sephora, or Amazon, have something that keeps people coming back.&nbsp;In the case of companies such as Apple &amp; Disney, it\u2019s the product itself, while in the case of companies like McDonald\u2019s, Amazon and Airbnb it\u2019s the experience.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">Companies like Sephora are where it gets interesting. These brands&nbsp;work proactively to keep customers coming back. They employ a number of tactics such as a loyalty program, promotions, wide product ranges,&nbsp;cultural relevance&nbsp;and marketing communication to maintain their standing at the top of customers\u2019 minds.&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">A 2019 research mentions that existing customers are <a href=\"https:\/\/www.crazyegg.com\/blog\/customer-retention\/\"><span style=\"text-decoration: underline;\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">50% more likely<\/mark><\/span><\/a> to try your business&#8217;s new products. Selling to such customers is also highly cost-effective, since you can directly gain revenue without having to invest in the acquisition and <a href=\"https:\/\/kylas.io\/sales-effectiveness\/lead-nurturing\"><span style=\"text-decoration: underline;\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">nurturing efforts<\/mark><\/span><\/a>. This ideal outcome is furthermore important for small businesses, and hence they need to <span style=\"text-decoration: underline;\"><a href=\"https:\/\/kylas.io\/blog\/customer-retention-growing-businesses\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">focus more on customer retention<\/mark><\/a><\/span>. <\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-ht-block-toc  is-style-outline htoc htoc--position-wide toc-list-style-plain\" data-htoc-state=\"expanded\"><span class=\"htoc__title\"><span class=\"ht_toc_title\">Table of Contents<\/span><span class=\"htoc__toggle\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"16\" height=\"16\"><g fill=\"#444\"><path d=\"M15 7H1c-.6 0-1 .4-1 1s.4 1 1 1h14c.6 0 1-.4 1-1s-.4-1-1-1z\"><\/path><path d=\"M15 1H1c-.6 0-1 .4-1 1s.4 1 1 1h14c.6 0 1-.4 1-1s-.4-1-1-1zM15 13H1c-.6 0-1 .4-1 1s.4 1 1 1h14c.6 0 1-.4 1-1s-.4-1-1-1z\"><\/path><\/g><\/svg><\/span><\/span><div class=\"htoc__itemswrap\"><ul class=\"ht_toc_list\"><li class=\"\"><a href=\"#htoc-defining-customer-retention\">What is Customer Retention?&nbsp;<\/a><\/li><li class=\"\"><a href=\"#htoc-the-importance-of-customer-retention\">The Importance of Customer Retention&nbsp;<\/a><\/li><li class=\"\"><a href=\"#htoc-benefits-of-customer-retention-for-small-business-growth\">How Customer Retention Can Benefit Your Small Business?<\/a><\/li><li class=\"\"><a href=\"#htoc-how-do-you-measure-customer-retention\">How Do You Measure Customer Retention?<\/a><\/li><li class=\"\"><a href=\"#htoc-5-tips-for-customer-retention-for-small-businesses\">5&nbsp;Tips on How to Achieve Customer Retention for Your Small Business<\/a><\/li><\/ul><\/div><\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"ub-styled-box ub-notification-box\" id=\"ub-styled-box-789f8993-1729-41b8-8d30-0feb2f90271e\">\n\n\n<p class=\"has-text-color has-medium-font-size\" style=\"color:#025c83\">Customer retention is based on how well you can serve your customers. CRM helps you offer a top-notch customer experience through every stage of their journey. To know how Kylas achieves this and how it can boost your retention, <a href=\"https:\/\/kylas.io\/?ref=demo\"><span style=\"text-decoration: underline;\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">schedule a demo now<\/mark><\/span><\/a>! <\/p>\n\n\n<\/div>\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-defining-customer-retention\"><strong>What is Customer Retention<\/strong>?&nbsp;<\/h2>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">The bottom line is that every successful company today has a well-planned customer retention strategy. Their returning customers and loyal customers are the secrets to their success.&nbsp;<\/p>\n\n\n\n<p class=\"has-white-color has-text-color\">.<\/p>\n\n\n\n<p class=\"has-medium-font-size\">Customer retention meaning, then, can be defined as the act of engaging existing customers in a way that makes them want to keep coming back and making repeat purchases&#8230;either of the same product\/services or from the brand as a whole.&nbsp;<\/p>\n\n\n\n<p class=\"has-white-color has-text-color\">.<\/p>\n\n\n\n<p class=\"has-medium-font-size\">It is the outcome of a successful product\/service strategy. It depends on a keen understanding of the customer, and a conscious proactive effort towards&nbsp;keeping&nbsp;existing customers&nbsp;delighted&nbsp;instead of acquiring new ones.&nbsp;<\/p>\n\n\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-the-importance-of-customer-retention\"><strong>The Importance of Customer Retention<\/strong>&nbsp;<\/h2>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">You may wonder, in this day and age, when there\u2019s so much competition and so much customer attention to go around, why is customer retention so important?&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/kylas.io\/wp-content\/uploads\/2023\/08\/The-Importance-of-Customer-Retention-1024x576.jpg\" alt=\"Importance of Customer Retention\" class=\"wp-image-18200\" width=\"768\" height=\"432\" title=\"Importance of Customer Retention\" srcset=\"https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/08\/The-Importance-of-Customer-Retention-1024x576.jpg 1024w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/08\/The-Importance-of-Customer-Retention-300x169.jpg 300w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/08\/The-Importance-of-Customer-Retention-768x432.jpg 768w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/08\/The-Importance-of-Customer-Retention-150x84.jpg 150w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/08\/The-Importance-of-Customer-Retention.jpg 1200w\" sizes=\"(max-width: 767px) 89vw, (max-width: 1000px) 54vw, (max-width: 1071px) 543px, 580px\" \/><\/figure><\/div>\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">That thought, however, is a&nbsp;double-edged&nbsp;sword. While it may not be difficult to get leads, it\u2019s a very expensive and lengthy affair to convert a customer from lead to sale. Given today\u2019s customers\u2019 smaller attention spans and the cutthroat competition between brands, it is rather challenging. <\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">So, the customers you do have then,&nbsp;become your most valuable asset. If they\u2019ve had an enjoyable experience with your brand and your product\/service, they\u2019re also more likely to buy from you again&#8230;they don\u2019t want to spend the time looking for an alternative if you can keep them satisfied!<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">That\u2019s a whole lot of advertising and marketing spends saved for you, because as we know customer testimonials and reviews are everything for getting new sales today.\u00a0And so, you eventually spend less time, effort, and monies on retaining these customers than you do on getting new ones. In fact,\u00a0<a href=\"https:\/\/www.smallbizgenius.net\/by-the-numbers\/customer-loyalty-statistics\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\"><span style=\"text-decoration: underline;\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">82% of companies<\/mark><\/span><\/a> agree that retention is cheaper than acquisition. <\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">Satisfied and returning customers are also a great source for new business. They&#8217;re more open to trying new things from your brand and more likely to recommend your brand to their circle of friends &amp; family. <\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"ub-styled-box ub-bordered-box\" id=\"ub-styled-box-1dcc4784-c181-4cbb-84d0-3241a9899e0f\">\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-benefits-of-customer-retention\">Quick Revision: Importance of Customer Retention <\/h3>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\"><strong>1.<\/strong> Retaining customers is less expensive and time-consuming than finding &amp; converting new prospects&nbsp;<\/p>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\"><strong>2.<\/strong> Upselling or cross-selling to returning customers is easier than finding new leads&nbsp;<\/p>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\"><strong>3. <\/strong>Customer retention helps reduce the churn rate and prevent avoidable revenue loss&nbsp;<\/p>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\"><strong>4.<\/strong> Returning customers are a great source of new leads and sales&nbsp;<\/p>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\"><strong>5.<\/strong> Retained customers are more likely to become brand advocates and increase your    market share&nbsp;<\/p>\n\n\n<\/div>\n\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-benefits-of-customer-retention-for-small-business-growth\"><strong>How Customer Retention <strong>Can<\/strong> Benefit Your Small Business<\/strong>?<\/h2>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/kylas.io\/wp-content\/uploads\/2023\/08\/Customer-Retention-Benefits-for-a-Small-Business-1024x576.jpg\" alt=\"Customer Retention Benefits for a Small Business\" class=\"wp-image-18201\" width=\"768\" height=\"432\" title=\"Customer Retention Benefits for a Small Business\" srcset=\"https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/08\/Customer-Retention-Benefits-for-a-Small-Business-1024x576.jpg 1024w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/08\/Customer-Retention-Benefits-for-a-Small-Business-300x169.jpg 300w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/08\/Customer-Retention-Benefits-for-a-Small-Business-768x432.jpg 768w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/08\/Customer-Retention-Benefits-for-a-Small-Business-150x84.jpg 150w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/08\/Customer-Retention-Benefits-for-a-Small-Business.jpg 1200w\" sizes=\"(max-width: 767px) 89vw, (max-width: 1000px) 54vw, (max-width: 1071px) 543px, 580px\" \/><\/figure><\/div>\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-1-a-way-to-increase-revenue\" style=\"font-size:22px\"><strong>1. A Way to Increase Revenue<\/strong><\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">Marketing and sales are usually the first functions any small business sets up to increase revenue, and that\u2019s where most of the focus goes on a daily basis.&nbsp;But an often-overlooked channel for most small businesses is the customers they\u2019ve already taken the effort to convert.&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-white-color has-text-color\">.<\/p>\n\n\n\n<p class=\"has-medium-font-size\">Working on upselling and cross-selling to existing customers is an easy way to increase revenue. It involves activities with minimal spending and an audience that\u2019s already involved with your brand. <\/p>\n\n\n\n<p class=\"has-white-color has-text-color\">.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">Email (free), SMS (free),&nbsp;and product inserts for cross-selling (with a minimal cost of creating the insert), are some very cost-effective ways to upsell and cross-sell to customers. It helps small businesses increase revenue.&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"ub-styled-box ub-notification-box\" id=\"ub-styled-box-d8bae02c-a3fa-4a77-8161-83c47c68bc4a\">\n\n\n<p>Kylas help you automatically send <a href=\"https:\/\/kylas.io\/features\/email-sms-whatsapp\"><span style=\"text-decoration: underline;\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">emails and SMS<\/mark><\/span><\/a> to customers at the right touchpoints. You can also leverage customer data to identify the right cross-sell opportunities and customize your content to make it valuable for customers. <\/p>\n\n\n<\/div>\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-2-a-way-to-cut-costs\" style=\"font-size:22px\">2. <strong>A Way to Cut Costs<\/strong><\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">As we mentioned, customer retention is a budget-friendly initiative that keeps on giving.&nbsp;While advertising and marketing can take up huge amounts of your annual budget to be done well, customer retention is simply good sense.&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">There\u2019s a reason why your&nbsp;sales executives try to make the buying process as pleasant and seamless as possible for the customer \u2013 to leave a good impression and increase their chances of buying your product. There\u2019s a reason why you have a customer support team, to address any queries your customers might have about using your product. <\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">These exercises have, over the years,&nbsp;turned into hygiene practices for every business, but they are in essence exercises in customer satisfaction that help you save the cost of customer churn.&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">Today, when you use your customer testimonials on your website&nbsp;when&nbsp;your Google My Business account displays&nbsp;your customers\u2019 positive reviews,&nbsp;and when your satisfied customers go out and talk to people about your product\/service, it\u2019s saving you the cost of marketing. <\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">When your customer satisfaction is high, you need to invest less and less in other marketing activities.&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-3-increasing-market-share\" style=\"font-size:22px\"><strong>3. Increasing Market Share<\/strong><\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">One of the biggest <span style=\"text-decoration: underline;\"><a href=\"https:\/\/kylas.io\/business-growth\/common-small-business-challenges-resolve\" target=\"_blank\" rel=\"noreferrer noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">challenges for every small business<\/mark><\/a><\/span> is making a mark\u00a0and increasing share of voice and market share. Even when you\u2019re not going up against several existing competitors, you\u2019re struggling to showcase and convince people of the worth of your product\/service. <\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">Essentially, whether you\u2019re trying to break into a well-established market or create a new one, you\u2019re going to face an initial pushback in capturing the market.&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-white-color has-text-color\">.<\/p>\n\n\n\n<p class=\"has-medium-font-size\">As we all know, customers make all the difference today \u2013 their published opinions about your brand can move the needle further than any marketing activity.&nbsp;Investing in customer retention activities, then, is the smartest way to spread the word about your brand and capture eyeballs.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">As we mentioned earlier, it\u2019s also the most effective way.&nbsp;And while you might think reviews\/testimonials are only important for consumer goods and D2C brands, think again:&nbsp;According to a&nbsp;<a href=\"https:\/\/learn.g2.com\/consumer-reviews\" target=\"_blank\" rel=\"noreferrer noopener\"><u>B2B Sales &amp; Marketing Report by G2<\/u><\/a>, 92% of B2B buyers are more likely to purchase after reading a trusted review.&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-4-boosting-brand-loyalty\" style=\"font-size:22px\">4. <strong>Boosting Brand Loyalty<\/strong><\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">Customer retention strategies are usually based on some sort of rewards &amp; incentives system.&nbsp;For example, you may try to retain customers by rewarding them to continue to shop from your brand. You might offer them discounts on consequent purchases or newly launched&nbsp;products.&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">As a result, customer retention strategies, when done right, often result not only in returning customers but also in a&nbsp;certain amount&nbsp;of brand loyalty.&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">Not to confuse the two: customer retention is a measure of how many customers come back to make repeated purchases (even just one) from your brand, while customer loyalty measures your customer\u2019s affinity and preference for your brand.&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">But a\u00a0successful\u00a0customer retention strategy\u00a0can nudge customers from simply being <a href=\"https:\/\/kylas.io\/blog\/repeat-customers\"><span style=\"text-decoration: underline;\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">repeat customers<\/mark><\/span><\/a> to being brand loyalists. If\u00a0nothing else, a customer retention strategy will\u00a0at least\u00a0boost your chances of increasing brand loyalty! Better than simply hoping for a small measure of loyalty, isn\u2019t it?\u00a0<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-5-keeping-your-team-lean\" style=\"font-size:22px\"><strong>5.&nbsp;Keeping&nbsp;Your Team Lean<\/strong>&nbsp;<\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">A strong customer retention policy is woven into the fabric of the culture of the company. Take Amazon, for example \u2013 the fact that they put customers first is a notorious hallmark of is their&nbsp;culture and drilled into every employee\u2019s job description.&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-white-color has-text-color\">.<\/p>\n\n\n\n<p class=\"has-medium-font-size\">As a small business without a multi-billion-dollar&nbsp;operation to run like Amazon, making customer satisfaction part of your core means that you can&nbsp;go lean in other areas that focus on&nbsp;customer acquisition.&nbsp;&nbsp;<\/p>\n\n\n\n<p class=\"has-white-color has-text-color\">.<\/p>\n\n\n\n<p class=\"has-medium-font-size\">You can run a small, lean marketing and advertising team, outsource work, and run a more tight-knit organization that moves cohesively. All because you hold the reins of what drives your success \u2013 customer satisfaction and retention.&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-how-do-you-measure-customer-retention\">How Do You Measure Customer Retention?<\/h2>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/kylas.io\/wp-content\/uploads\/2023\/08\/Customer-Retention-Metrics-1024x576.jpg\" alt=\"Customer Retention Metrics\" class=\"wp-image-18202\" width=\"768\" height=\"432\" title=\"Customer Retention Metrics\" srcset=\"https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/08\/Customer-Retention-Metrics-1024x576.jpg 1024w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/08\/Customer-Retention-Metrics-300x169.jpg 300w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/08\/Customer-Retention-Metrics-768x432.jpg 768w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/08\/Customer-Retention-Metrics-150x84.jpg 150w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/08\/Customer-Retention-Metrics.jpg 1200w\" sizes=\"(max-width: 767px) 89vw, (max-width: 1000px) 54vw, (max-width: 1071px) 543px, 580px\" \/><\/figure><\/div>\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">There are three key metrics that can come in handy while calculating customer retention.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">1)&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Customer Retention Rate<\/p>\n\n\n\n<p class=\"has-medium-font-size\">2)&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Customer Churn Rate<\/p>\n\n\n\n<p class=\"has-medium-font-size\">3)&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Customer Lifetime Value<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">All the above metrics are mathematical and require data from your previous customers in order to be calculated.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-measuring-customer-retention-rate\" style=\"font-size:22px\">1. Measuring Customer Retention Rate:<\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">One can define customer retention rate as the percentage of previous customers that stayed loyal to the brand.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">You need three variables to calculate this rate:<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"has-medium-font-size\">\n<li>No. of customers at the start of a given time period (S)<\/li>\n\n\n\n<li>Customers at the end of the given time period (E)<\/li>\n\n\n\n<li>No. of new customers added over the duration of that period (N)<\/li>\n<\/ul>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">Your Customer Retention Rate = <strong>((E-N)\/S) *100<\/strong><\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-measuring-customer-churn-rate\" style=\"font-size:22px\">2. Measuring Customer Churn Rate:<\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">This metric can give you the percentage of customers lost during a period of time. Generally, businesses with lower customer retention rates have high churn rates.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\"><strong>Customer Churn Rate<\/strong> =&nbsp;(Customers Lost over a period of time)\/(Total number of customers during that particular period of time)*100 <\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">Note that Low Retention Rates and High Churn Rates are the signals that your customer experience isn\u2019t going well. However, there are certain things you can do to turn this around. We will talk about them later in the blog.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-customer-lifetime-value\" style=\"font-size:22px\">3. Customer Lifetime Value<\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">The total revenue that you can expect from a customer, during their collaboration with you is their customer lifetime value. As a business, this metric can help you determine who are your most loyal customers.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"ub-styled-box ub-notification-box\" id=\"ub-styled-box-d94bb584-002a-42ab-ae61-5bc952eb7949\">\n\n\n<p>Tracking these metrics is made easy with Kylas&#8217;s robust <a href=\"https:\/\/kylas.io\/features\/reports\"><span style=\"text-decoration: underline;\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">reporting features<\/mark><\/span><\/a>. You can leverage your data for actionable insights, and create customizable reports for the fields that you want to monitor.<\/p>\n\n\n<\/div>\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-5-tips-for-customer-retention-for-small-businesses\"><strong>5&nbsp;Tips on How to Achieve <strong>Customer Retention for Your Small Business<\/strong><\/strong><\/h2>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">Ready to get started on your customer retention strategy? While it isn\u2019t difficult, you won\u2019t see exponential results unless you do it right. Here\u2019s what we recommend: Ready to get started on your customer retention strategy?<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">While it isn\u2019t difficult, you won\u2019t see exponential results unless you do it right. Here\u2019s what we recommend:&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/kylas.io\/wp-content\/uploads\/2023\/08\/Tips-to-Achieve-Customer-Retention-for-Small-Businesses-1024x576.jpg\" alt=\"Tips to Achieve Customer Retention for Small Businesses\" class=\"wp-image-18203\" width=\"768\" height=\"432\" title=\"Tips to Achieve Customer Retention for Small Businesses\" srcset=\"https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/08\/Tips-to-Achieve-Customer-Retention-for-Small-Businesses-1024x576.jpg 1024w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/08\/Tips-to-Achieve-Customer-Retention-for-Small-Businesses-300x169.jpg 300w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/08\/Tips-to-Achieve-Customer-Retention-for-Small-Businesses-768x432.jpg 768w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/08\/Tips-to-Achieve-Customer-Retention-for-Small-Businesses-150x84.jpg 150w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/08\/Tips-to-Achieve-Customer-Retention-for-Small-Businesses.jpg 1200w\" sizes=\"(max-width: 767px) 89vw, (max-width: 1000px) 54vw, (max-width: 1071px) 543px, 580px\" \/><\/figure><\/div>\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-1-make-it-a-part-of-your-company-culture\" style=\"font-size:22px\">1. <strong>Make It a Part of Your Company Culture<\/strong><\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">Ask any small business how often they discuss campaigns, sales activities, and sales numbers, and the answer probably won\u2019t surprise you.&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">However, most small businesses tend to sideline an important part of getting new customers \u2013 retaining them. Customer retention strategies aren\u2019t&nbsp;an initiative&nbsp;to be put into motion&nbsp;halfway up the growth curve; they\u2019re meant to be activated during the sales process to any new customer.&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">If you look at the successful companies we listed at the start of this post \u2013 Apple, Airbnb, Amazon \u2013 none of those companies wait to delight and retain their customers. Their customer retention strategy is part of the sales strategy.&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-2-go-out-of-your-way-to-make-it-happen\" style=\"font-size:22px\">2. <strong>Go Out of Your Way to Make It Happen<\/strong><\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">Customer retention isn\u2019t an initiative you can leave up to mid-level management or a few ideas you can string together.&nbsp;The good news is that the biggest investment you\u2019ll be making in customer retention is that of time. <\/p>\n\n\n\n<p class=\"has-white-color has-text-color\">.<\/p>\n\n\n\n<p class=\"has-medium-font-size\">Customer retention is not a very capital-heavy investment. But, it does require you to take out time and understand what\u2019s working in your sales process. You need to know what customers are liking about your product and who&#8217;re coming back. It then helps you create a strategy based on your learnings.&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">We recommend starting with meetings with your field executives (who get the most face time with customers). It helps to understand what customers actually like\/dislike\/want. Besides this, do an audit of your sales process, a meeting with your sales leaders to understand the churn rate, and the reason behind it. Finally, conduct a meeting with your sales and operations heads to understand what can be done to increase satisfaction and retention.&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\"><strong>The key to improving customer experience is by setting KPI metrics around customer service:<\/strong><\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">In order to keep your customer base intact, you need to ensure that the service and support you&#8217;re providing to them remains exceptional. To achieve this, make sure you train your customer support teams by setting strong KPIs. These metrics will help you measure the performance of your customer service reps. You can easily track how many queries they receive and how many they resolve. <\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-3-revisit-amp-edit-don-t-let-the-chips-fall-where-they-may\" style=\"font-size:22px\">3. <strong>Revisit &amp; Edit: Don\u2019t Let the Chips Fall Where They May<\/strong><\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">Customer retention isn\u2019t a done and dusted kind of process \u2013 it will continue to evolve and grow with your company. That means you need to continually go back, month on month&nbsp;and quarter on quarter, to understand what\u2019s working, how many customers are getting retained, and how high the churn rate still is.&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">While you might not see great results right away, it shouldn\u2019t take more than a few months for your retention strategies to start bringing in some kind of response. Whether the response is as good as you expect or not, there\u2019s always room for improvement and optimization.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">We recommend constantly asking what you can do to keep customers satisfied, and why the customers that are&nbsp;leaving are choosing to do so. You can\u2019t keep everyone happy, but it always helps to understand the psyche of the customer!&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-4-create-documents-and-guidelines-that-standardize-your-thought-process\" style=\"font-size:22px\">4. <strong>Create Documents and Guidelines That Standardize Your Thought Process<\/strong><\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">You can\u2019t make an approach a part of company culture without standardizing it in some way. Amazon, for example, has a list of \u201cCustomer Service Tenets\u201d, the first of which is \u201cRelentlessly advocate for customers.\u201d Isn\u2019t that beautiful? It reminds employees to root for and support customers\u2019 happiness in every way possible, day in and day out.&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">You too can create tenets and guidelines that turn your approach or thought process into something that\u2019s easy to follow and turn into action. The vaguer the idea of how your customers must be satisfied &amp; supported, the more difficult it will be for your employees to achieve \u2013 and it will definitely impact&nbsp;customer retention. <\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">Instead, keep it as simple as possible for them. You can consider using a <a href=\"https:\/\/kylas.io\/blog\/sales-playbook\"><span style=\"text-decoration: underline;\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">sales playbook<\/mark><\/span><\/a> and including details on how employees should interact with customers, handle their challenges, and build stronger relations. <\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-5-reward-employees-based-on-customer-satisfaction-amp-retention\" style=\"font-size:22px\">5. <strong>Reward Employees Based on Customer Satisfaction &amp; Retention<\/strong><\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">Plenty of sales teams today employ an incentive model that depends upon customer retention, not acquisition.<\/p>\n\n\n\n<p class=\"has-white-color has-text-color has-medium-font-size\">.<\/p>\n\n\n\n<p class=\"has-medium-font-size\">That\u2019s because more and more companies are&nbsp;realizing&nbsp;that with a high churn rate, sales numbers mean nothing unless customers can be retained \u2013 in fact, it often means losses that pile high.&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">For small businesses, we&nbsp;recommend&nbsp;tying in customer retention to rewards &amp; recognition programs. Additionally, include incentives when you really want to go aggressive on your customer retention strategy.&nbsp;You\u2019d be surprised how motivation can be a simple act of recognition in a small, lean team!&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\"><strong><em>Ready to get started on customer retention strategies&nbsp;for your small business growth? Don\u2019t forget tip #2 and give it the due time and consideration it needs!<\/em><\/strong><\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"ub-styled-box ub-notification-box\" id=\"ub-styled-box-28334607-8079-4548-b18f-c0bcb8b96d5b\">\n\n\n<p class=\"has-text-color has-medium-font-size\" style=\"color:#025c83\"><a href=\"https:\/\/kylas.io\/\"><span style=\"text-decoration: underline;\">Kylas<\/span><\/a> can be a reliable and effective companion in your journey of achieving customer retention. It helps you understand your customers better, offer elevated experiences, and give your customers reasons to come back to you!<\/p>\n\n\n<\/div>","protected":false},"excerpt":{"rendered":"<p>\u201cDo what you do so well that they will want to see it again and bring their friends.\u201d&nbsp;&#8211; Walt Disney&nbsp; This forms the premise of customer retention strategies. Any iconic company today, like Disney, Apple, McDonald\u2019s, Airbnb, Sephora, or Amazon, have something that keeps people coming back.&nbsp;In the case of companies such as Apple &amp; &hellip; <\/p>\n<p class=\"link-more\"><a href=\"https:\/\/kylas.io\/en\/blog\/customer-retention-and-its-importance\" class=\"more-link\">Continue reading<span class=\"screen-reader-text\"> &#8220;What Is Customer Retention and Why Is It Important for Small Business Growth?&#8221;<\/span><\/a><\/p>\n","protected":false},"author":23,"featured_media":18198,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"ub_ctt_via":"","footnotes":""},"categories":[14],"tags":[274,275,397],"acf":[],"featured_image_src":"https:\/\/kylas.io\/en\/wp-content\/uploads\/2021\/06\/What-Is-Customer-Retention-and-Why-Is-It-Important-for-Small-Business-Growth.jpg","author_info":{"display_name":"Shagun Sharma","author_link":"https:\/\/kylas.io\/en\/author\/shagun"},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>What is Customer Retention &amp; Why Is It Important | Kylas<\/title>\n<meta name=\"description\" content=\"Customer retention creates a strong base of loyal buyers for your brand. 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