This Week’s Focus: The #1 job in driving growth is to retain the customers you already have. Retaining satisfied customers is far more profitable to you than acquiring new customers because they tend to buy more, it costs you less to communicate and market to them, they are more likely to trade up and they will recommend you to others.

Why then are there still so many businesses and executives that fail to monitor satisfaction and retention, develop meaningful relationships with their customers, and use the insights they gain to improve the customer experience in ways that will drive further growth?

Who specifically has accountability for improving customer retention in your business – and what new growth will they deliver this year?

Off the record: Don’t You Want Me by The Human League

Don’t, don’t you want me

You know I don’t believe you

When you say that you don’t need me