There are two ways to grow your business. The first is to acquire new customers. The second is to focus on retaining your existing customers and increase the Customer Lifetime Value. Data shows that the second is a far more effective strategy for producing a steady, predictable increase in revenue.

1. 6 Ways to
Increase Your
Customer
Lifetime Value

2. It’s more expensive to acquire a new customer
than to keep an existing one.

3. But still...
44% of companies are focused on customer
acquisition rather than retention
And just...
16% of companies are more focused on
retention

5. So...
If you want to maximize profitability, the right
strategy would be to focus on retaining
customers, not gaining.
How do you retain customers and increase
your Customer Lifetime Value?

6. 1.
Annual Billing
Cycle
Encourage customers to switch to
annual billing cycle

7. Increase in Cash Flow
The money that customers
pre-paid can be reinvested
into your company and
product
Reduces Customer
Churn
You have more time to
demonstrate your
customers the value of the
product.
Predictable and
Steady Revenue
You can forecast and do
long-term planning
Cheaper for
Customers
Most companies offer a
discount
Advantages of Annual Billing Cycle

8. 2.
Product Life Cycle
Take advantage of your product’s
natural life cycle

9. Take Advantage of Your Product’s Life Cycle
◎ A lot of the products we buy on a day-to-day basis are
things we will buy again in a few weeks or months
◎ Encourage your customers to make repeat purchases
through remarketing
◎ Send out weekly, monthly replenishment emails that
promote the same product customer purchased
◎ There’s a higher chance that customer will purchase this
product from you

10. 3.
Send
Value-Packed
Emails
Send value-packed emails that
keep customers engaged

11. The best type of emails to send to your customers are
messages that remind them how you’ve helped them
If you provide
accountancy
services:
Send an email email
telling clients how
much you’ve helped
them save that
month.
If you provide
personal training
services:
Send an email to
clients with their
total weight loss or
strength training
progress for the
month.
If you sell an
environmentally
friendly product:
Email your
customers to tell
them how much less
carbon dioxide
they’ve produced
than by using a
competing product.

12. 4.
Customer Service
Offer personal customer service via
phone and email

13. Make your email
support as personal
as possible to give
customers the best
possible experience.
89% customers began doing business with a competitor
following a poor customer experience
Give customers a human
voice as soon as they
reach you, as dialpad
menus are the most
common phone-related
support complaint.
44% prefer email 39% prefer phone

14. 5.
Upsell & Cross-sell

16. Quick Tips for Upselling and Cross-selling
◎ Offer bundle products
◎ Use a sidebar widget with popular choices
◎ Keep those recommendations limited
◎ Add complementary products at checkout
◎ Free shipping with minimum spend

17. 6.
Customer
Segmentation
Use Detailed Behavioural Customer
Segmentation

18. Use Net Promoter Score to segment
your customers

19. ● Gather reviews, feedback, and testimonials
● Identify promoters who love your company. Use them as a
resource to spread the word about your business
● Identify detractors, your dissatisfied customers, and deliver
follow-up designed to overcome problems to prevent negative
word of mouth while transforming them into more loyal
customers
● Delight your passives with excellent customer service to convert
them into promoters
● Determine what your company is doing right and what it can
change to improve its customer loyalty
What are the benefits of segmenting
your audience?

20. NPS
Focusing on increasing
your NPS is a great way
to keep your churn rate
low and CLV high.

21. The most successful
small businesses have
60-70% of their customers
coming back
on a monthly basis

22. Do you want to increase
your CLV?
Retently NPS helps you retain your
customers and keep them coming
back.

23. SEND YOUR FIRST NPS SURVEY
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