Why You’re Losing Customers: The 90-Day Rule

Categorized as Business, Marketing, Opinion, Sales

In the fast-paced, automated world of modern business, we often underestimate the power of simple human interactions.

The reality is, whether you’re a startup hustling for every customer or an established brand, a lack of human connection can cost you.

In 90 days, your customer could become someone else’s customer. Don’t let more than 60 days go by without a human touchpoint.

Derek Szyszka

A competitor that’s hungry for growth with their eyes set on revenue could convert a client of yours in 90 days or less.

Think about the situation from your customer’s perspective, too. If you’re neglecting their attention and someone else is willing to step up, can you blame them for wanting a better customer experience?

The 30-60-90-Day Strategy for New Clients

New clients are like seeds. They require regular nurturing, especially in the initial stages. Aim for:

  • 30-Day Check-In: A simple “Hey, how’s it going with our product?” is a good start.
  • 60-Day Check-In: By this point, the novelty has worn off. Time to go deeper. “How has your experience been with XYZ?”
  • 90-Day Check-In: This is the decision-making phase. A question like, “What can we do to make your experience even better?” could be pivotal.

60-90 Day Touchpoints for Existing Clients

Long-term clients aren’t to be neglected either. A 60-day check-in can serve as a pulse check. But don’t just touch base; genuinely ask how they are doing and how your product or service fits into their life right now. If you can’t afford the bandwidth to say, “Hey, great customer! How’s everything going with XYZ?”, then you’re doing something wrong.

Closing Thought

Think of your client interactions as running into someone at a coffee shop. You wouldn’t delve into a sales pitch. You’d simply catch up. Authenticity goes a long way.

The takeaway is simple yet profound: Never underestimate the impact of human touchpoints. They’re not just a ‘nice-to-have’ but rather a ‘must-have’ in today’s business landscape. Prioritize these critical interactions, and your customer retention rates will show the difference.