our mini crash course in retention
In this week’s swHw mastermind, Michelle managed to talk through the twelve pillars of retention in right around 45 minutes. (That has to be some kind of content-delivery record!) It was so good, though, that we decided to share one of our favorite tips from each of the 12 with you here. But before we dig in, though, we need to redefine retention — it’s deeper than merely keeping a customer. “Retention is stewardship of the mission God has called you to and the people He has brought your way through your work.” - Michelle Myers While we’ve got you amen-ing, let’s dig in: ONBOARDING: Assume their doubt + reassure their decision. FEEDBACK LOOP: How can you keep the conversation going? PROACTIVE CUSTOMER SERVICE: Can you connect them with others who engage with your work as well? Make them feel like they're a part of something more than just buying something. LOYALTY PERKS: If a customer has already said yes to you, there should be perks inside that are not widely advertised on the outside. (Psst - this is how you underpromise + overdeliver!) MISSION REMINDERS: Ask reflection questions that make them see their own transformation. SIMPLIFICATION: Let them [...]
