Questions About Retaining Customers

If I asked you the following specific questions, would you be able to provide answers?

1. What specific tactics do you employ to quickly convert a customer from a first purchase to a second purchase?
2. What specific tactics do you employ to convert a customer who is 11/12 months after a prior purchase?
3. What specific tactics do you employ for the top 5% of your twelve-month buyer file?
4. What specific tactics do you employ for customers with 13+ months of recency to bring the customers back into the fold?
5. When a customer visits your website but does not put anything in a shopping cart, do you apply any different marketing tactics via email marketing or sms to treat the customer as an (albeit briefly) highly responsive customer?

Give yourself 20 points for each question above that you could answer with at least one specific tactic.

For each question you offered at least one specific tactic, subtract 8 points if the tactic includes a discount/promotion.

For each question you offered at least one specific tactic, subtract 4 points if the tactic is generic and applies to all customers.

Total Possible Score = 100.

To put your efforts into a headphone tier list, here is how it would break down.

• S-Tier = 100 Points.
• A-Tier = 60 - 99 Points.
• B-Tier = 45 - 59 Points.
• C-Tier = 30 - 44 Points.
• D-Tier = 15 - 29 Points.
• F-Tier = 0 - 14 Points.

If you are D-Tier or F-Tier, you likely have a customer retention issue within your marketing department.

You can kind of see where I'm heading with my retention discussions, can't you?