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Sean Whitmore Founder | Lucid Creative Co. + Moon Tower​ Hi! I'm Sean. I'm on a mission to help founders, creatives, and marketers empower their brand growth through the art of storytelling, technology, and creative. With 11 years of experience in video/photo production, marketing, and business ownership, I currently run a creative agency + studio that helps brands create meaningful assets, build engaged audiences, and implement marketing workflows that turn strangers into lifetime customers. Thank you for being on this journey with me. Let's grow together. 👏🏻 ​​​​

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Hey Reader,

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Happy Monday 👋🏻

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If you're anything like me, Thanksgiving was filled with family, football, and food that i'm still digesting.

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Good news, the Cowboys won, so they are practically superbowl champions, right?

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Anyway, I'm back at it on this Monday. As I reflected over the holiday I got to thinking. What could I do better? How can I gain new customers? Do I need to charge more? Charge less? Network more? Post more content?

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Then it struck me, as it always does in one of my "sub-concious shower day dreams".

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What if... we don't need more customers, but focused on the retention of current customers?

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Assuming you've created a great product and delivered an exceptional service, here are 3 ways to nuture the retention of customers.

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Stay tuned for the last one, as i'll show you how to create a system to keep them coming back.

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1. Make The Buying Experience Frictionless And Think Outside The Box.

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Who on earth wants to be frustrated in the buying experience. No one. Obviously.

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However, you'd be surprised to learn how bad of a job some companies are at it.

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Here's an example of who's doing it well. Who you may ask? Starbucks.

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Yes, the coffee giant. Some may say that they burn their beans, but the truth is they have made it easy to enduldge in that morning cup of joe. Here's the strategy.

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In the early days, you'd roll up to the drive through or go inside. Either way, you were stuck for atleast a few minutes waiting. Nothing wrong with this for the person who enjoyed the sights, sounds, and smells of a coffee shop.

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But what about the customer on the run?

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To add another growth element they decided to create a mobile order & pay feature that would put the ease of ordering and payment before you even left your house.

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The take away?

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Identify the desires and behaviors of your customers and create tools and systems to empower them.

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2. Personalize. Personalize. Personalize.

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Remember that feeling as a kid when you'd get praised for doing something good? Me too. (Now I feel like I have to pat my own self on the back, yay for adulting.)

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Anywho, the reason it felt so good was because of a brilliant little chemical called dopamine which gives you the feelings of satisfaction, motivation, and pleasure.

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The same reins true for business relationships.

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Here are some fool proof ways to personalize.

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1. Segment your email list audiences to talk directly to their wants, needs, and desires.
2. Be active on socials and create engagement systems.
3. Tell powerful stories that evoke emotion, action, and delight.

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3. Create A Retention Automation System.

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Time. The most valueable thing we can never get back.

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It is crucial to master this if you want to save time and money. Granted, some things like engagement on socials (as mentioned above) need human touch.

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However, by implementing retention systems into our business during the "onboarding phase" and "post-buying phase" we can help extend the life-time value of that customer.

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Here's an example of a simple workflow i've set up for Moon Tower's client onboarding and retention. Shoot me a DM on LinkedIn- I'd love to see how you've done it.

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If you want a complete breakdown here it is.

1. Customer enters through webform.
2. I set up an automatic reply through convert kit. This goes to the tune of "Hi, thanks for reaching out. We'll be with you shortly." This ensures no form entry goes unnoticed, and gives myself, and team time to respond if we're out of office. Additionally, upon entry of the form that customer is tagged with a segment that i've set up to personalize their experience throughout our journey together.
3. We then set up a short discovery call where we will either move the project forward into a SOW (scope of work) or go our separate ways.
4. Whether the project moves forward or not, they are now into our retention database so we have a consistent touchpoint with them over time. (Remember, just because it's a no now doesn't mean it's a no forever. Stay the course, be friendly, don't spam, and offer continious value.)
5. Segmented newsletter & personalized drip campaign. The newsletter they become a part of is the company speaking directly to them, this usually occurs 1-2 times a month. The personalized drip campaign comes from myself or one of my team members which is customer dependent, but semi-templated to reduce time spent.

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Conclusion

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Thanks for reading and I hope you found this valuable! I've drove myself crazy over the years trying to get new clients and customers. As it turns out, sometimes we need to take what's right in front of us, be grateful for the people who have bought from us, and continue to pay it forward to them with unforgettable experiences.

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PO Box 55051 , Hurst, TX 76054