It’s astounding to me that this is news.

Attracting customers is great and you should be actively doing it if you have a business.

But neglecting the people who already have done business with you is insane.

You can learn a lot more (for a lot less cost) from your existing customers, and that information can be used to give them more of what they want.

In a perfect world it’s a mix, with the emphasis on existing customers and relationship (and profit) building through communication.

Thanks again John.