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Customer Loyalty vs. Customer Retention – A webinar with Exponea

It costs 500% more to acquire a new customer than it does to retain an existing one. But only 18% of companies have made retention a priority – and even fewer are focused on the next step: loyalty.

Nicola Cottrell, the Head of CRM at Sofology, will be joining us to discuss the importance of customer loyalty and its difference from customer retention. We’ll also outline the strategies that work for building true customer loyalty.

Is your marketing strategy putting your customer at the center? As an e-commerce decision maker, you’re aware of the struggles many e-commerce businesses are facing today. We’ll examine how a shift in perspective makes it possible to succeed in a challenging competitive landscape.

Key Learnings:

  • How customer loyalty and customer retention differ
  • The importance of keeping your customers
  • Actionable strategies for maintaining your customer base – and keeping them happy

In the new world of online retail, average means bankrupt. Join our 30 minute webinar and learn what the market leaders are doing to stand apart from the crowd.


Nicola Cottrell

Head of CRM

Nicola is the Head of Customer Relationship Management at Sofology. She has worked in e-commerce for over 10 years, running CRM for companies such as the Everton Football Club, On the Beach, and Phones 4u. Nicola’s main focus at Sofology has been developing the customer journey, and helping customers feel at home on a sofa they love.

Jamie O’Gorman
Director of Client Services

Jamie is Director of Client Services at Exponea, where he focuses on assisting Exponea clients on how to get the most value out of the platform. Jamie has over 10 years’ experience working on the client side of e-commerce, working with 3M, Studio Moderna, Stilago, and more recently, Missguided. Two years ago he moved to the other side, joining Exponea to help other companies grow.

Robert Heger
Inbound Content Specialist

Robert is the Inbound Content Specialist at Exponea, where he spends much of his time researching and writing to create Exponea’s articles and e-books. Robert’s previous experience revolved around project management, business strategy and innovation. With Exponea, Robert has been leveraging his talents for the world of e-commerce.

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