Attract New or Retain Old Customers – That Is the Question!
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Did you know it costs 6 times more to attract a new customer than to bring back one?
Every day, you invest time and money into content, giveaways, and promotions to attract new customers. But before they even make their first appointment, they go through a long journey:
From discovery – to booking.
So, what’s more profitable?
Focusing on returning customers — those who’ve already visited you — is an investment in steady, long-term revenue for your business!
💡 Why it pays to prioritize returning customers over finding new ones:
✔️ Lower costs
Bringing back a previous customer is easier and cheaper. They already know you and your services. There’s no need to convince them why you’re the right choice.
✔️ Increasing sales
Returning customers spend significantly more with each appointment.
✔️ Free promotion
With every new appointment, customers become more loyal — and more likely to spread the word about you.
How to Work with Customer Retention:
1️⃣ Find inactive customers
If a customer hasn’t booked in a while, choose a time frame and check how long they’ve been inactive.
2️⃣ Identify the reason
Analyze which staff members have high and low retention rates. Discuss it with your team — this way, they can learn from each other and improve service quality.
Review the customer's most recent appointment. If they used to make appointment regularly, it’s worth checking if everything went well last time.
3️⃣ Bring them back
To win a customer back, just reminding them isn’t enough — you need to provide a compelling reason for them to book again. Offering bonus points or a personalized discount can be the perfect incentive.
After that, send them a message with a special offer to catch their attention.
📊 Track retention in the platform:
🌐 Web version: go to “Customers” → “Retention”
📱 Mobile app: go to “Control” → “Customers” → “Retention”
Retention analytics is included in all paid plans.
Efficiently manage your customer base by tracking, maintaining, and rebuilding relationships with the help of a powerful analytics tool!
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