Customer retention is the practice of keeping your existing customers coming back. Acquiring a new customer costs significantly more than retaining an existing one, which is why businesses that focus on retention tend to be more profitable.
For local businesses, retention shows up in regulars. The family that comes to your restaurant every Friday. The client who books a haircut every six weeks. The patient who has been coming to your dental practice for years. These repeat customers are the foundation of stable revenue.
Reviews play a role in retention that most businesses miss. When you respond to a customer’s Google review personally, they feel recognized. When you share their review on Instagram and tag them, they feel valued. These small acts of recognition strengthen the relationship and make them more likely to return.
Asking your regulars for reviews is also the easiest way to build your review count, because they already love your business. They just need a nudge. See how to ask customers for Google reviews.