It takes a lot of hard work for companies to attract the right customers. With customer acquisition costs increasing significantly in the last few years, retaining your best clients is more important than ever.
But keeping your best customers is even more challenging. Yet, only 18% of businesses focus on retention even though over 60% say retention is their biggest challenge.
Strangely, many small businesses overlook a key tool in helping define a process to keep their best customers. That tool is the customer journey.