9 Essential Customer Retention vs New Customer Acquisition Stats You Need To Know

1. It costs 5–25 times more to acquire a new customer than to retain an existing one. 

Acquiring new customers is significantly more expensive than retaining existing customers for a few key reasons. Firstly, businesses must invest in marketing efforts to reach out to potential customers, which can be costly in terms of time and money. Secondly, it typically costs more to attract a new customer than to keep an existing one. It usually requires additional expenses to develop relationships with potential customers and convince them to buy a product or use a service. Finally, businesses must expend time and money training new customers on the product or service, which can be costly.

In comparison, businesses spend much less to retain existing customers. An existing customer is already familiar with the product or service, therefore the company does not have to incur additional training costs. Furthermore, since customers are already familiar with the company’s services, it is much easier and more cost-effective to convince them to buy additional products or use additional services. Additionally, businesses can cultivate loyalty among existing customers by providing incentives such as discounts and promotions, which can lead to increased sales.

Overall, retaining existing customers is much more cost-effective than acquiring new customers. Businesses can foster loyalty among existing customers at a fraction of the cost of acquiring a new customer, resulting in higher profits and better customer relations.

2. The probability of selling to an existing customer is 60–70%, compared to a mere 5–20% for a new customer. 

When it comes to sales, the probability of making a successful sale to an existing customer is significantly higher than the probability of making a successful sale to a new customer. This is because existing customers are more familiar with a company’s products and services, and they may even have used them before. Existing customers have likely built up trust in the brand and are more likely to take a chance on a new product or service.

Targeting existing customers is an effective strategy that is likely to generate more sales than targeting new customers. For example, existing customers will often provide more detailed feedback on products, give referrals, and are more likely to purchase additional items. When selling to existing customers, a salesperson can spend less time qualifying leads and more time focusing on closing sales.

The advantages of selling to existing customers can extend beyond the sale itself. Companies can use existing customers as a valuable source of feedback on new products, as well as a way to generate referrals. Furthermore, companies can foster customer loyalty by providing discounts and exclusive offers to existing customers.

Selling to an existing customer can be a much more effective strategy than trying to make a sale to a new customer. Existing customers are more familiar with a company’s products, have built up trust in the brand, and may even provide feedback and referrals. Companies can make the most of these advantages by targeting their existing customers first and providing discounts and exclusive offers to keep them coming back.

3. A 5% increase in customer retention can result in a 25–95% increase in profits.

If you’re a business looking to increase your profits, then customer retention is one of the most important things to focus on. Why? Because studies have shown that a 5% increase in customer retention can result in a 25–95% increase in profits!

Customer retention starts with understanding your customer’s needs and providing them with products, services, and experiences that meet their expectations. This means focusing on customer service, creating an intuitive website, and providing a great user experience. It also means going the extra mile to make sure that customers come back for more.

Creating a loyal customer base is an important factor for success and a 5% increase in customer retention can make a huge difference. It helps bring in more revenue and reduces the costs associated with acquiring new customers. This can lead to an increase in profits, which can help your business to expand and grow.

Overall, customer retention is an important metric to focus on and a 5% increase can have a huge impact on your bottom line. So, if you’re looking to increase your profits and grow your business, focusing on customer retention is one of the best ways to do it.

4. A 10% decrease in customer defection rate can result in a 30% increase in profits. 

If you are a business owner, customer defection can have a serious impact on your bottom line. Every customer who stops doing business with you represents a loss of potential profits. That’s why it’s so important to focus on keeping as many customers as possible.

Fortunately, reducing your customer defection rate by as little as 10% can have a significant positive impact on your profits. It may not seem like much, but a 10% decrease in customer defection can result in a 30% increase in profits. That’s an impressive return on investment for such a simple change.

But how do you achieve this drop in customer defection? The first step is to identify what makes customers choose to do business with your competitors instead of you. This could be a difference in pricing, a lack of quality customer service, or something else entirely. Once you have identified the issue, you can start to work on a solution.

For example, if customers are choosing your competitors due to a lack of quality customer service, you could invest in better training and more resources for your customer service team. This would help to ensure that customers have a good experience when they interact with your business, making them more likely to stick with you.

Ultimately, reducing your customer defection rate by 10% can result in a 30% increase in profits – an achievable goal for any business. By identifying the root causes of customer defection, and taking steps to address them, you can help to ensure the continued success of your business.

5. 80% of business comes from 20% of customers. 

When businesses are considering how to focus their marketing efforts and budget, they often refer to the Pareto Principle, or the 80/20 Rule. This theory states that 80% of a business’s results come from 20% of its customers. In other words, 80% of your business’s profits can potentially come from just 20% of your customers. This rule can be applied to many areas of business, from sales to customer service.

At first glance, this concept can be overwhelming for businesses who have a large customer base. What this means, though, is that instead of spending the same amount of time and effort on all your customers, you can focus on the 20% that bring in the most business. This will help you identify the customers who are the most profitable and valuable to your business.

By focusing on this 20% of customers, businesses can also use this as an opportunity to nurture relationships and build loyalty. Understanding the needs of your top customers can help you build better relationships, leading to repeat business and referrals. This would allow businesses to focus on the customers that have already demonstrated their worth and appreciation for your services.

Ultimately, the 80/20 rule is a helpful tool for businesses to consider when planning and strategizing for their success. By recognizing the value of their top 20% of customers and leveraging that knowledge, businesses can maximize their profits and solidify their future.

6. Consumers are 4 times more likely to buy from a brand they follow on social media. 

If you’re a business owner or marketer looking to boost sales, you need to be aware that social media can be a powerful tool to attract customers.

Recent studies have found that consumers are 4 times more likely to buy from a brand they follow on social media. That’s a significant number that can’t be ignored.

This is great news for businesses and marketers, as it means that social media can be used to reach your potential customers. It’s a way to build relationships and trust with them, which is essential for long-term success.

Your social media profiles are essentially mini “stores” that give potential customers the opportunity to get to know your brand. You can use them to share helpful content and engage with customers, and to showcase products and services that you offer. By doing so, you can keep your followers engaged and increase the chances of them eventually making a purchase.

On top of that, social media is also a great platform for getting feedback from your customers. You can use it to reach out to them and find out what they think about your brand, products, and services. Doing this can help you create more targeted campaigns and ensure that you’re delivering what your customers actually want.

Overall, it’s clear that social media is an important tool that businesses can use to reach their potential customers and encourage them to make a purchase. By taking advantage of this opportunity, you can start to see real results and make your business more successful.

7. It takes 12 positive experiences to make up for one unresolved negative experience. 

We’ve all had negative experiences — whether it’s in a service setting, with a product, or an experience with someone we care about — that can leave us feeling frustrated and hurt. And while it’s important to resolve those negative experiences, it can be incredibly difficult to do so.

That’s why it’s important to understand the concept of “12 positive experiences to make up for one unresolved negative experience.” This idea suggests that it can take 12 positive experiences — experiences that bring joy or satisfaction — to make up for the unresolved negative experience. In other words, while it’s important to attempt to resolve negative experiences, it’s also important to focus on having positive experiences in order to counterbalance the negative ones.

By having positive experiences, customers can build stronger relationships with companies and people, as well as create a better overall experience when dealing with them. For example, if a customer has an unresolved negative experience with a company, they should focus their efforts on having 12 more positive experiences with that company — speaking to customer service reps, getting help from other team members, seeking out special offers and promotions, and more — to help negate the original negative experience.

At the end of the day, the idea of 12 positive experiences to make up for one unresolved negative experience is a reminder that we all have the power to create a better, more satisfying customer experience.

8. 66% of customers who churn do so because they feel unappreciated or taken for granted. 

The importance of customer appreciation can’t be understated. It’s no secret that many customers feel unappreciated or taken for granted when they’re doing business with a company. According to a recent study, 66% of customers who churn—that is, decide they no longer want to do business with a company—say they do so because they feel unappreciated or taken for granted.

When customers feel like they’re not valued, they feel less motivated to stay with a company. That’s why, as a business, it’s so important to show your customers that you appreciate them. Doing so can help you keep them happy, which can lead to customer loyalty, increased sales, and better word-of-mouth.

According to the same study, customers want to be recognized for their loyalty. They want to be thanked for their purchases, given special offers and exclusive deals, and kept up to date on new products and services. Customers also appreciate personal touches like birthday cards or anniversary gifts.

As a business, you should strive to make your customers feel appreciated. Show them that you recognize their loyalty and value their business. Doing so is good for both your customers and your business.

9. Providing customers with a personalized experience can increase retention by 40%.

If you’re looking to increase customer loyalty and retention, providing customers with a personalized experience may be the solution you’re looking for. Personalizing the customer experience allows you to recognize and respond to the individual needs of each customer, enabling them to have a unique and more meaningful interaction with your business.

Personalizing the customer experience can help build a sense of trust with customers and ensure loyalty. This could be as simple as sending them a personalized email or offering them a discount code that is unique to them. It could also mean something more complex like leveraging AI-driven data analytics to deliver tailored recommendations based on their past activity.

No matter what form of personalization you implement, research has shown that it can lead to an increase in customer retention by up to 40%. When customers feel special and appreciated, they are more likely to continue to shop with you. It also helps to differentiate your business from competitors who are not customizing their customer experience.

By taking the time to personalize the customer experience, you can create long-term relationships that encourage loyalty and retention, while also setting your business apart from the competition.

At Wattier Marketing, we understand that customer relationships are the lifeblood of your business. That’s why we’ve created our Database Reactivation Campaigns to help you re-engage with your existing customers and reignite their interest in your brand.

We take the hassle out of developing campaigns. Our team of experts will create campaigns tailored to your specific goals, ensuring that your customers get the best possible experience. From crafting the perfect message to optimizing delivery, we’ll handle it all.

Our campaigns are designed to help you:

• Increase conversions and ROI

• Reach customers who have not engaged with your brand in a while

• Retarget customers who have not responded to previous campaigns

• Personalize messages to maximize impact

• Test different messages and tactics to maximize results

• Track and measure success rates

With our Database Reactivation Campaigns, you can rest easy knowing that your customers will be engaged and your campaigns will be successful. Get started today and get your customers back on track.