In this episode of Do This, Not That, host Jay Schwedelson emphasizes that retaining customers is far more cost-effective and profitable than acquiring new ones. He shares actionable tactics to improve customer retention—from personal direct messages to creating exclusive power user panels—all designed to deepen engagement and drive sustained growth.

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Best Moments:

(00:40) Introduction to the topic of focusing on existing customers

(01:50) Eye-opening statistics on customer retention and its impact on profits

(02:38) Tactic 1: Direct messaging top customers personally

(04:13) Tactic 2: Automated, personalized quarterly check-ins

(05:11) Tactic 3: Creating a power user panel for the top 5% of customers

(05:46) Additional tactics: private communities, special email series, and SMS updates

(06:56) The "hand holding" strategy for personal customer engagement

(08:30) Introduction to Marigold's Consumer Trends Index

(09:18) Personal anecdote about trying weight loss medication

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