Retention vs. Acquisition

“Sorry, this promo is only for new customers.” I’ve been told that more than a few times by big service providers.

Guess what? I’m just going to switch to your competitor and come back later. Or maybe I won’t come back.

I do try to bargain, but if I’m not talking to the right person, they don’t care. They tell me there is nothing they can do.

I just don’t understand why this happens when empirical data shows that customer retention is way more profitable than acquisition.

Am I missing something?

Published by belle

Law school drop-out, ex-digital agency owner, mom of two. I blogged about entrepreneurship, service businesses, career growth and parenting on

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