Jake Setterlun says product businesses retain customers through three things: a product that works, customers actually using it regularly, and fair pricing. Service businesses don't need to worry about usage the same way because the service happens for the client.
But one of the biggest things that you can do for customer retention is getting somebody actually into your product and using your product. Now, obviously, if you are a service-based business, you don't have to worry about people using your product because you're getting paid to literally perform a specific task and have people— you're paid for people to implement that product, that service for people. But if you sell kind of any kind of like education course software, the biggest thing that you can have for retention is going to be somebody's adaptation and usability and adoption into your software and your system. If somebody's actually using it, they're going to stick on and they're going to continue to pay you. But people aren't going to continue to pay you thousands and thousands of dollars just because you have a relationship and a shit product. So at the end of the day, it's having a good product. So get somebody using, adopted into your product and have a good product where they're seeing a good end result and then have good pricing. Because at the end of the day, if you have a good price, you have a good product and people are actually using it, they're going to stick on. So if you can nail all 3, that is when you're really going to see your customer retention skyrocket.
