We all understand the significance of growth for startups. However, achieving an attractive financial position hinges on retention, be it of customers or employees. Without strong retention, profitability remains out of reach, as acquiring new customers and employees can be a cash drain.🚰 Here are 4 things to focus on to improve retention: 1️⃣ Feedback from customers so that you are fully informed about their needs and pain points. Once you have the feedback you also need to make sure changes are embedded with address what your customers need. 2️⃣ Pricing incentives which favour loyalty such as loyalty discounts or membership programs. This will encourage customer stickiness and loyalty, which will improve your overall margins over time. 3️⃣ Measuring customer retention rates and embedding this as an important metric amongst employees will increase attention and focus on retention. 4️⃣ Improving employee retention will also increase customer retention as your employees are the face of your business. And hiring/firing/replacing employees is expensive so retaining staff will improve margines overall. Remember it’s not just the pay which increases employee loyalty, but also having a positive workplace culture, empowering employees and recognising strong performance are all critical also. _______ 👋 Hi! I'm Neeta Shah. 💻 I'm a Fractional CFO for growth stage businesses. 📈 We partner with Startup CEOs to optimize cash flow, accelerate growth and be ready for exit. DM me to connect and discuss.
I 💯 agree on the link between employee retention and customer retention. Having a positive workplace culture is much higher ROI than just trying to increase pay to keep your employees.
Such a big challenge - but, with the cost of retention so much cheaper than acquiring new - employees or customers - it needs to be a great focus.
It is so helpful to have it broken down in such easy-to-understand terms. Retention is so very important for companies no matter what stage they're in. I often check back with my customers to see not only how the projects we worked on together are faring but also how they are doing.
Retention is key but it requires intentional focus on knowing what the customer or employee values most. Great topic Neeta Shah, CFA
Richard Branson nailed it when he said, "Take care of your employees and they'll take care of your business.”
Love the positioning of retention as the common thread. Great tips - I especially like #4 because people often miss that connection and overlook the fact that employees are important representatives of their brand.
Super useful, Neeta. I especially connect with the bit about employee retention increasing customer retention. Anyone who touches a company can be effected by its values (or lack thereof). An important reminder that consistency and integrity pay off!
Spot on! Employee retention tells you a LOT about the health of any organization, especially a startup!
These are all great items. I am in a feedback gathering phase, pulling information about workforce trends prior to planning out my next year. Am hoping it allows me to bolster some of my retention of clients. Once I have employees I'll focus on them too!
Strategic Advisor to Founders and the C-Suite | Partnering with leadership and their teams to unlock competitive advantage and growth through strategy, fundraising support and performance enhancement.
1moWay to shine a spotlight on the critical but often overlooked Retention! I sometimes struggle with the pricing strategies around new customers / first purchases only because it ignores the loyal customers - and can lower retention. But I like how you flipped it to push us to compensate our most loyal customers - and not just for bringing in new customers - but just because we stuck around.