I think you nailed it Jayme. The lack of cohesive function among departments is a huge part of the challenge. We will always need new customers, but the higher the acquisition costs, the more important retention becomes. Both cylinders need to be firing — acquisition and retention — under the umbrella of a unified strategy.

A great Thanksgiving to you and the little one!

Love this post and also the #RockHot infographic! It’s spot on to name a woman who has disappeared on us…Ms. Erica…

I don’t think customer retention is the NEW marketing at all. It’s always been there, it’s just that marketing and sales have never bridged to truly work harmoniously and I’m not quite sure why. At least that’s my opinion.

This should be no revelation to anyone that customer selling opportunities come from within a loyal band of followers and existing A-list customers. Why is it?

There are some pretty cool things marketing is doing at BMW; do you remember that story? They put kids with iPads in front of the customers to answer any questions at all. When the prospect got hot as a true lead, the kids (called the genius team) turned them over to sales.

Love that kind of cooperation; it doesn’t have to be for luxury brands only!