Focus on day 1 and day 100 of the customer relationship. Day 1 is your chance to over-deliver and create unexpected delight, building fast trust. Day 100 is a churn horizon where customers who still experience magic stay loyal.
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 going to be a day 1 where they first encounter you in the market, it's going to be where your free products are. There's going to 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 the way that 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.
