Member retention is not a byproduct of sign-ups — it requires deliberate and ongoing effort. Data shows that the businesses with the highest retention rates are those that actively nurture relationships long after the initial sale.
Bain & Company found that repeat customers spend up to 67% more than new ones, underscoring the value of long-term loyalty (Bain & Company).
PwC research reveals that 59% of U.S. consumers will walk away after several bad experiences, even if they previously liked a brand (PwC).
Silence creates distance. Lack of engagement signals disinterest.
Relationships need reinforcement. Regular touchpoints remind members of value.
Care builds connection. Fast responses and personal touches strengthen bonds.
Create a retention calendar with scheduled check-ins.
Monitor response times and aim to resolve issues within 24 hours.
Use a CRM (like OptimumNG or HubSpot) to track interactions and avoid gaps in communication.
Conclusion
Retention isn’t guaranteed — it’s earned. By showing up consistently, responding with care, and nurturing relationships, businesses create loyalty that lasts far beyond the first sale.
