I believe that one of the biggest challenges of running any company is ensuring that you have happy customers. There seems to be a constant effort to market or sell products & services but a lack of interest in keeping customers happy.
The most obvious evidence of this approach is the apparent need to offer special discounts for new customers.
Here are some mind-blowing stats about customer acquisition vs customer retention:
Over the last 15 years, I've worked with a lot of different marketing agencies. I've had the opportunity to work with agencies as a customer, partner, advisor, employee, and leader. I've been immersed in the life of an agency. Through this, I have also had the opportunity to help businesses of all sizes grow to be better.
When I started my first agency, I didn't understand what an agency really was. I had worked with an agency as a client prior but in October of 2007, I thought, "It can't be that hard."
It was "that hard."
The old adage of "the cobbler's children have no shoes" is very applicable to leaders of a marketing agency. They never do for themselves what they say they can do for their clients.
It's a fascinating problem to face. You tell your clients that you can do amazing things but can't prove it yourself:
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