Keeping our existing customers happy is more effective, efficient, and generous, plus it also happens to be more cost-effective.
Acquiring new customers only to let them go is not a smart approach. We lose the opportunity to serve them and create value for them and those they would have told about our existence if they were happy.
We must focus on creating better solutions for those we’re already serving. How? By consistently improving the product and overall experience in every interaction across their journey.
It is also worth creating those experiences with a built-in system that helps our existing users tell others how happy they are and how it will get better if the community grows.
Keeping existing users happy is a fundamental necessity in our business approach, regardless of our strategy.