On Day 1, over-deliver with unexpected value across multiple touchpoints to build trust early. By Day 100, most customers churn, so a magical ongoing experience becomes critical. Front-loading delight at the start makes retention easier later.
Consider day 1 and day 100 of your experience with your customers. Your day 1 experience, there are probably a couple of different day 1s. There's gonna be a day 1 where they first encounter you in the market, this will be where your free products are. There's gonna be day 1 where they're doing a transaction with you, and that's going to be how they are feeling about your product or your service. These things need to be sources of joy, sources of unexpected delight. Frankly, I think you should be doing more than the fair share of value delivery on day 1. Usually you can because there's so much, you know, low-hanging fruit for the client. And then it usually gets harder from there. But that is where you build trust. And that's the way we get a whole lot more value, I find, for our clients. And then there's day 100. Now, the reason why day 100 matters is that that's going to be when they're having an ongoing relationship with you. That's going to be where they are in the rhythm. And that's also, frankly, where a lot of people churn, right? A lot of these are sort of 90 days and out. And so if they're on day 100, and they're having a magical experience, then you're going to do really, really well.
