Retention: customer loyalty & advocacy

Retention: Customer Loyalty & Advocacy

The final stage of the A.C.C.E.R. Model is Retention—keeping your customers coming back—and Advocacy—turning them into vocal supporters of your business. On TasteTXK, retention is measured by how often shoppers return within a set period, while advocacy shows up in reviews, referrals, and word-of-mouth marketing .

Why Retention & Advocacy Matter

• Lower Costs: Retaining an existing customer is more cost-effective than acquiring a new one.

• Higher Lifetime Value: Loyal customers spend more over time.

• Community Growth: Advocates amplify your storefront through reviews and recommendations.

• Business Stability: Strong retention builds reliable, repeat revenue.

Key Metrics

1. Retention Rate

• Definition: The percentage of customers who redeem an offer again within 30 days.

• Formula:
  \text{Retention Rate} = \frac{\text{Offer Redeems in Last 30 Days}}{\text{Total Offer Redeemers (all-time)}} \times 100

• Example:
  
  

  • 500 total redeemers, 200 redeemed again in 30 days → Retention Rate = 40%.

• 
  

2. Advocacy Signals

• Reviews: Positive customer feedback builds trust with new shoppers .

• Referrals: Advocates naturally bring friends and family to your storefront.

• Social Shares: Customers spread awareness when they share your events and offers online.

Step 1: Tracking Retention

Log in to TasteTXK Workspaces → Analytics Dashboard → Retention Section.

• See how many customers returned after redeeming.

• View trends over 30-, 60-, and 90-day windows.

• Compare which offers generate the most loyal customers.

Step 2: Building Loyalty

• Loyalty Offers: Create repeat-visit rewards (e.g., “Every 3rd coffee earns 200 Points”).

• Point Boosts: Incentivize frequent redemptions by attaching higher Points for return visits .

• Follow-Up Messaging: Send thank-you notes, reminders, and exclusive updates via in-app messages【Sending In-App Messages】.

• Surveys: Ask for feedback and use it to improve future campaigns【Creating Surveys for Feedback】.

Step 3: Encouraging Advocacy

• Ask for Reviews: Prompt customers after a successful redemption.

• Highlight Advocates: Share positive reviews and customer stories in your storefront and social media.

• Partner with Groups: Co-host events that inspire word-of-mouth promotion【Building Collaborations with Groups】.

• Exclusive Perks: Offer VIP experiences for your most loyal supporters.

Step 4: Example Scenario

A yoga studio runs two offers:

• Offer A: “Free First Class” → 300 redemptions, but retention is only 10%.

• Offer B: “$30 Unlimited Month + 200 Points” → 150 redemptions, but retention is 65%.

Result: Offer B attracts fewer people upfront, but converts them into long-term loyal customers who become advocates.

Best Practices

• Keep offers fresh but consistent—shoppers return when they know they can expect value.

• Recognize loyalty publicly (“Top Supporters” leaderboards, thank-you notes).

• Close the loop—always respond to reviews, both positive and negative【Responding to Reviews】.

• Make retention measurable—set monthly or quarterly goals for repeat redemption rates.

Checklist

✅ Retention metrics reviewed monthly

✅ Loyalty-building offers and Point rewards active

✅ Reviews encouraged and responded to

✅ Advocates recognized and rewarded

✅ Feedback loop (surveys, messages) in place

Next Steps

• Compare retention across different offer types (discounts, bundles, events).

• Build an Advocacy Program (e.g., Points bonuses for reviews, referrals, or social shares).

• Use retention data to design seasonal campaigns that bring past customers back.

✨ Remember: Conversions bring in customers. Engagement keeps them active. But retention and advocacy turn them into true community supporters—the customers who keep your storefront thriving and tell the Texarkana story on your behalf.