The Customer’s Dilemma: Acquisition vs. Retention

In last week’s post, I wrote about the acquisition versus retention “dilemma” from the marketer’s perspective. Obviously, there are two sides to every story, and the customer’s version is the most important side of this story.

How this dilemma affects customers

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The Marketer’s Dilemma: Acquisition vs. Retention

Should acquisition vs. retention really be a dilemma? Can’t there just be a balance between the two? Must one outweigh the other?

Companies have long been pouring disproportionate resources – human, time, effort, capital – into the top of the funnel, on attracting and acquiring new customers, while retention efforts have gotten little more than loyalty programs and discount offers.

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