R360Growth’s Post

There’s someone like you and me behind every data point. That’s what I told a prospect client when they asked: "Why do you care so much about retention?" We get so obsessed with analysing clicks and scrolls that we forget the human element. Data tells us what’s happening, but the experience we create is what keeps customers coming back. And I see myself as a consumer first and marketer second. That’s why I experience user journeys as they are meant to be experienced — as a human, not just a data point. That perspective helps me reveal gaps in user journeys that other miss: → Non-personalised emails that fail to connect → Poor mobile experiences that cause potential customers to drop off → Inconsistent experiences across your ecommerce ecosystem, from email to checkout, causing friction and eroding trust with your customers → Slow website load times which makes them bounce → Complicated checkouts cluttered with up-sells pushing away ready-to-buy customers → Hard-to-find contact information or slow response times that frustrate and alienate them These aren't just operational issues. They're missed opportunities to connect, engage, and convert. I care about retention because: ❌ it's not just about keeping a customer. ✅ It's about valuing that customer long after their first purchase ✅ It’s about turning a transaction into a relationship So why do I focus so much on retention? Because in a world with rising acquisition costs, the real competitive advantage lies in nurturing the customers you already have. Retention isn't just about keeping them—it's about building loyalty, slashing churn, and turning your customer base into a powerful engine for growth. #RetentionStrategy #CustomerLoyalty #EcommerceGrowth #SustainableGrowth #GrowthMarketing