The Harvard Business Review has stated that “Depending on which study you believe, and what industry you’re in, acquiring a new customer is anywhere from five to 25 times more expensive than retaining an existing one.”
When I think about what it means to have a customer-first culture, three words come to mind: walk the talk. We do this by delivering value and showing appreciation to our customers.
Many would say customer relationships are built on trust, and I agree. Customer advocates are exceptionally good at building trust and loyalty. Having a customer-first mindset is the key to customer advocacy.
https://www.forbes.com/sites/forbescommunicationscouncil/2018/10/15/four-personas-for-cultivating-customer-advocates/
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