Retention insights

The hidden cost of mistaking customers for fans

In an online environment mediated by digital screens, where there’s no limit to the email automations or photos we publish, that’s when we ignore what would otherwise be obvious in an off-line context: we’re giving what’s not wanted. We think because it’s digital there’s no cost, but there is. Some customers neither care nor want this kind of communication. They are not fans, not yet. They’ll tune you out. Watch this video to understand about the timing in relationships, the level of attachment, and what you need to do before moving to the next level.

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