South Africa, May 26 -- What about retention?

Think about all the companies that eventually failed and died. The issue was not necessarily getting customers, it was keeping them. When Blackberry died, customers switched to better offers. Acquisition and Retention are two sides of the same coin. You must be well considered in doing both. You must acquire and retain.

When Kodak was Kodak, it didn't die because it failed to recruit customers, it largely failed because it couldn't keep them. Nokia, Joshua Door, 2go, Geen & Richards, and any other brand that was once successful, they all die an excruciating death because customers leave. If customers leave and never come back, your chances of attracting new ones get slimmer by the second.

W...