Darragh Grove-White

It’s no secret that earning new customers is expensive. But have you ever considered just how costly losing existing ones can be? Then consider this: a 5% increase in customer retention can lead to a 25% to 95% boost in profits. Yet, many businesses continue to pour resources into acquisition without giving proper attention to retention. As Bain & Company points out, “Many firms today are wasting half their marketing expenses on disloyal customers who