When my business started to get off the ground, my first instinct was

to leverage my resourcesto get new customers.

I budgeted $10,000 forpay-per-click digital ads on Googleand Facebook to grow my business online.

When my business started to get off the ground, my first instinct was

to leverage my resourcesto get new customers.

I budgeted $10,000 forpay-per-click digital ads on Googleand Facebook to grow my business online.

People spend their entire careersstudying and optimizing theirpaid media strategy.

...& paying an agency to run your PPC campaigns can

have a massive up-front cost.

When my business started to get off the ground, my first instinct was

to leverage my resourcesto get new customers.

I budgeted $10,000 forpay-per-click digital ads on Googleand Facebook to grow my business online.

People spend their entire careersstudying and optimizing theirpaid media strategy.

...& paying an agency to run your PPC campaigns can

have a massive up-front cost.

My ad copy wasn’t good enough.My website wasn’t optimized for conversions.

I wasted time and money because I had little expertiseor experience with paid media marketing.

When my business started to get off the ground, my first instinct was

to leverage my resourcesto get new customers.

I budgeted $10,000 forpay-per-click digital ads on Googleand Facebook to grow my business online.

People spend their entire careersstudying and optimizing theirpaid media strategy.

...& paying an agency to run your PPC campaigns can

have a massive up-front cost.

My ad copy wasn’t good enough.My website wasn’t optimized for conversions.

I wasted time and money because I had little expertiseor experience with paid media marketing.

In my first business, customeracquisition was my only focus.

It was a quick way to get burned out –

and worse...

I didn’t focus on my customers.

When my business started to get off the ground, my first instinct was

to leverage my resourcesto get new customers.

I budgeted $10,000 forpay-per-click digital ads on Googleand Facebook to grow my business online.

People spend their entire careersstudying and optimizing theirpaid media strategy.

...& paying an agency to run your PPC campaigns can

have a massive up-front cost.

My ad copy wasn’t good enough.My website wasn’t optimized for conversions.

I wasted time and money because I had little expertiseor experience with paid media marketing.

In my first business, customeracquisition was my only focus.

It was a quick way to get burned out –

and worse...

I didn’t focus on my customers.The Yin to Customer Acquisitions’ Yang.

When my business started to get off the ground, my first instinct was

to leverage my resourcesto get new customers.

I budgeted $10,000 forpay-per-click digital ads on Googleand Facebook to grow my business online.

People spend their entire careersstudying and optimizing theirpaid media strategy.

...& paying an agency to run your PPC campaigns can

have a massive up-front cost.

My ad copy wasn’t good enough.My website wasn’t optimized for conversions.

I wasted time and money because I had little expertiseor experience with paid media marketing.

In my first business, customeracquisition was my only focus.

It was a quick way to get burned out –

and worse...

I didn’t focus on my customers.The Yin to Customer Acquisitions’ Yang.

Every happy client that you’vedone business with is a

super-charged lead.

The probability of selling to anew prospect is around 5-20%.

For existing customers? Close to 60-70%.

Growing retentionby 5% increases profits by 25–95%.

When my business started to get off the ground, my first instinct was

to leverage my resourcesto get new customers.

I budgeted $10,000 forpay-per-click digital ads on Googleand Facebook to grow my business online.

People spend their entire careersstudying and optimizing theirpaid media strategy.

...& paying an agency to run your PPC campaigns can

have a massive up-front cost.

My ad copy wasn’t good enough.My website wasn’t optimized for conversions.

I wasted time and money because I had little expertiseor experience with paid media marketing.

In my first business, customeracquisition was my only focus.

It was a quick way to get burned out –

and worse...

I didn’t focus on my customers.The Yin to Customer Acquisitions’ Yang.

Every happy client that you’vedone business with is a

super-charged lead.

The probability of selling to anew prospect is around 5-20%.

For existing customers? Close to 60-70%.

Growing retentionby 5% increases profits by 25–95%.

Growing customer retention by 5% increases profits by 25–95%.

80% of future profitscome from just 20% of your existing customers.

It starts with understanding your current retention...

When my business started to get off the ground, my first instinct was

to leverage my resourcesto get new customers.

I budgeted $10,000 forpay-per-click digital ads on Googleand Facebook to grow my business online.

People spend their entire careersstudying and optimizing theirpaid media strategy.

...& paying an agency to run your PPC campaigns can

have a massive up-front cost.

My ad copy wasn’t good enough.My website wasn’t optimized for conversions.

I wasted time and money because I had little expertiseor experience with paid media marketing.

In my first business, customeracquisition was my only focus.

It was a quick way to get burned out –

and worse...

I didn’t focus on my customers.The Yin to Customer Acquisitions’ Yang.

Every happy client that you’vedone business with is a

super-charged lead.

The probability of selling to anew prospect is around 5-20%.

For existing customers? Close to 60-70%.

Growing retentionby 5% increases profits by 25–95%.

Growing customer retention by 5% increases profits by 25–95%.

80% of future profitscome from just 20% of your existing customers.

It starts with understanding your current retention...

CE = Number of customers at end of period

CN = Number of new customers acquired during period

CS = Number of customers at start of period

The answer should inform your strategy, but...It’s entirely dependent on what your business does.

The general benchmark to hit is 85%+. If you’re belowthis metric, you need to adjust your strategy.

When my business started to get off the ground, my first instinct was

to leverage my resourcesto get new customers.

I budgeted $10,000 forpay-per-click digital ads on Googleand Facebook to grow my business online.

People spend their entire careersstudying and optimizing theirpaid media strategy.

...& paying an agency to run your PPC campaigns can

have a massive up-front cost.

My ad copy wasn’t good enough.My website wasn’t optimized for conversions.

I wasted time and money because I had little expertiseor experience with paid media marketing.

In my first business, customeracquisition was my only focus.

It was a quick way to get burned out –

and worse...

I didn’t focus on my customers.The Yin to Customer Acquisitions’ Yang.

Every happy client that you’vedone business with is a

super-charged lead.

The probability of selling to anew prospect is around 5-20%.

For existing customers? Close to 60-70%.

Growing retentionby 5% increases profits by 25–95%.

Growing customer retention by 5% increases profits by 25–95%.

80% of future profitscome from just 20% of your existing customers.

It starts with understanding your current retention...

CE = Number of customers at end of period

CN = Number of new customers acquired during period

CS = Number of customers at start of period

The answer should inform your strategy, but...It’s entirely dependent on what your business does.

The general benchmark to hit is 85%+. If you’re belowthis metric, you need to adjust your strategy.

In 2015, customers demand:

PersonalizationCost-Effective PricingFast and Efficient Service

56% of marketers cite email as the best availabletool for customer retention – but don’t ignore social!

When my business started to get off the ground, my first instinct was

to leverage my resourcesto get new customers.

I budgeted $10,000 forpay-per-click digital ads on Googleand Facebook to grow my business online.

People spend their entire careersstudying and optimizing theirpaid media strategy.

...& paying an agency to run your PPC campaigns can

have a massive up-front cost.

My ad copy wasn’t good enough.My website wasn’t optimized for conversions.

I wasted time and money because I had little expertiseor experience with paid media marketing.

In my first business, customeracquisition was my only focus.

It was a quick way to get burned out –

and worse...

I didn’t focus on my customers.The Yin to Customer Acquisitions’ Yang.

Every happy client that you’vedone business with is a

super-charged lead.

The probability of selling to anew prospect is around 5-20%.

For existing customers? Close to 60-70%.

Growing retentionby 5% increases profits by 25–95%.

Growing customer retention by 5% increases profits by 25–95%.

80% of future profitscome from just 20% of your existing customers.

It starts with understanding your current retention...

CE = Number of customers at end of period

CN = Number of new customers acquired during period

CS = Number of customers at start of period

The answer should inform your strategy, but...It’s entirely dependent on what your business does.

The general benchmark to hit is 85%+. If you’re belowthis metric, you need to adjust your strategy.

In 2015, customers demand:

PersonalizationCost-Effective PricingFast and Efficient Service

56% of marketers cite email as the best availabletool for customer retention – but don’t ignore social!

Tailored Messaging:Use order history, interests, name, location, and

any other data you have to customize communication.

The Little Things:Don’t be afraid to get creative: hand-written notes,

USB drives, and other industry-specific offers canleave a strong and lasting impression.

When my business started to get off the ground, my first instinct was

to leverage my resourcesto get new customers.

I budgeted $10,000 forpay-per-click digital ads on Googleand Facebook to grow my business online.

People spend their entire careersstudying and optimizing theirpaid media strategy.

...& paying an agency to run your PPC campaigns can

have a massive up-front cost.

My ad copy wasn’t good enough.My website wasn’t optimized for conversions.

I wasted time and money because I had little expertiseor experience with paid media marketing.

In my first business, customeracquisition was my only focus.

It was a quick way to get burned out –

and worse...

I didn’t focus on my customers.The Yin to Customer Acquisitions’ Yang.

Every happy client that you’vedone business with is a

super-charged lead.

The probability of selling to anew prospect is around 5-20%.

For existing customers? Close to 60-70%.

Growing retentionby 5% increases profits by 25–95%.

Growing customer retention by 5% increases profits by 25–95%.

80% of future profitscome from just 20% of your existing customers.

It starts with understanding your current retention...

CE = Number of customers at end of period

CN = Number of new customers acquired during period

CS = Number of customers at start of period

The answer should inform your strategy, but...It’s entirely dependent on what your business does.

The general benchmark to hit is 85%+. If you’re belowthis metric, you need to adjust your strategy.

In 2015, customers demand:

PersonalizationCost-Effective PricingFast and Efficient Service

56% of marketers cite email as the best availabletool for customer retention – but don’t ignore social!

Tailored Messaging:Use order history, interests, name, location, and

any other data you have to customize communication.

The Little Things:Don’t be afraid to get creative: hand-written notes,

USB drives, and other industry-specific offers canleave a strong and lasting impression.

Bootstrapping:Small businesses can benefit from shaving off

staff and incidental overhead. Every dollar matters!

Be Generous:Return customers and word-of-mouth is worth

taking an up-front hit. Be generous with your deals,discounts, and sales.

When my business started to get off the ground, my first instinct was

to leverage my resourcesto get new customers.

I budgeted $10,000 forpay-per-click digital ads on Googleand Facebook to grow my business online.

People spend their entire careersstudying and optimizing theirpaid media strategy.

...& paying an agency to run your PPC campaigns can

have a massive up-front cost.

My ad copy wasn’t good enough.My website wasn’t optimized for conversions.

I wasted time and money because I had little expertiseor experience with paid media marketing.

In my first business, customeracquisition was my only focus.

It was a quick way to get burned out –

and worse...

I didn’t focus on my customers.The Yin to Customer Acquisitions’ Yang.

Every happy client that you’vedone business with is a

super-charged lead.

The probability of selling to anew prospect is around 5-20%.

For existing customers? Close to 60-70%.

Growing retentionby 5% increases profits by 25–95%.

Growing customer retention by 5% increases profits by 25–95%.

80% of future profitscome from just 20% of your existing customers.

It starts with understanding your current retention...

CE = Number of customers at end of period

CN = Number of new customers acquired during period

CS = Number of customers at start of period

The answer should inform your strategy, but...It’s entirely dependent on what your business does.

The general benchmark to hit is 85%+. If you’re belowthis metric, you need to adjust your strategy.

In 2015, customers demand:

PersonalizationCost-Effective PricingFast and Efficient Service

56% of marketers cite email as the best availabletool for customer retention – but don’t ignore social!

Tailored Messaging:Use order history, interests, name, location, and

any other data you have to customize communication.

The Little Things:Don’t be afraid to get creative: hand-written notes,

USB drives, and other industry-specific offers canleave a strong and lasting impression.

Bootstrapping:Small businesses can benefit from shaving off

staff and incidental overhead. Every dollar matters!

Be Generous:Return customers and word-of-mouth is worth

taking an up-front hit. Be generous with your deals,discounts, and sales.

Streamline Communication:72% of participants defined bad service as having

to explain their problem more than once.

Develop a Flowchart:You might find that customer complaints stem from afew kinks you haven’t ironed out in your business yet.

Develop materials to quickly identify, solve, and please.

When my business started to get off the ground, my first instinct was

to leverage my resourcesto get new customers.

I budgeted $10,000 forpay-per-click digital ads on Googleand Facebook to grow my business online.

People spend their entire careersstudying and optimizing theirpaid media strategy.

...& paying an agency to run your PPC campaigns can

have a massive up-front cost.

My ad copy wasn’t good enough.My website wasn’t optimized for conversions.

I wasted time and money because I had little expertiseor experience with paid media marketing.

In my first business, customeracquisition was my only focus.

It was a quick way to get burned out –

and worse...

I didn’t focus on my customers.The Yin to Customer Acquisitions’ Yang.

Every happy client that you’vedone business with is a

super-charged lead.

The probability of selling to anew prospect is around 5-20%.

For existing customers? Close to 60-70%.

Growing retentionby 5% increases profits by 25–95%.

Growing customer retention by 5% increases profits by 25–95%.

80% of future profitscome from just 20% of your existing customers.

It starts with understanding your current retention...

CE = Number of customers at end of period

CN = Number of new customers acquired during period

CS = Number of customers at start of period

The answer should inform your strategy, but...It’s entirely dependent on what your business does.

The general benchmark to hit is 85%+. If you’re belowthis metric, you need to adjust your strategy.

In 2015, customers demand:

PersonalizationCost-Effective PricingFast and Efficient Service

56% of marketers cite email as the best availabletool for customer retention – but don’t ignore social!

Tailored Messaging:Use order history, interests, name, location, and

any other data you have to customize communication.

The Little Things:Don’t be afraid to get creative: hand-written notes,

USB drives, and other industry-specific offers canleave a strong and lasting impression.

Bootstrapping:Small businesses can benefit from shaving off

staff and incidental overhead. Every dollar matters!

Be Generous:Return customers and word-of-mouth is worth

taking an up-front hit. Be generous with your deals,discounts, and sales.

Streamline Communication:72% of participants defined bad service as having

to explain their problem more than once.

Develop a Flowchart:You might find that customer complaints stem from afew kinks you haven’t ironed out in your business yet.

Develop materials to quickly identify, solve, and please.

Customer retention as a serious growthstrategy hinges on having customers

in the first place.

Don’t forget to balance.If you don’t have a customer acquisitionstrategy working in tandem, your client base will grow at least 50% slower.

When my business started to get off the ground, my first instinct was

to leverage my resourcesto get new customers.

I budgeted $10,000 forpay-per-click digital ads on Googleand Facebook to grow my business online.

People spend their entire careersstudying and optimizing theirpaid media strategy.

...& paying an agency to run your PPC campaigns can

have a massive up-front cost.

My ad copy wasn’t good enough.My website wasn’t optimized for conversions.

I wasted time and money because I had little expertiseor experience with paid media marketing.

In my first business, customeracquisition was my only focus.

It was a quick way to get burned out –

and worse...

I didn’t focus on my customers.

Click here to read more about small business stategy – from the experts.