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Create systems that make customers stay, return, and spread the word

Most companies focus heavily on acquiring customers — but very few intentionally design why customers keep engaging, stay connected, or refer others.

This module helps you create simple retention and referral systems that increase momentum, loyalty, and word-of-mouth growth.

It can be used on its own, or as part of the Growth Decisions Canvas — a system that helps growth companies make clearer, more profitable decisions.

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Example output

• Retention
• Referral

See a filled canvas example

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Retention Engine

Step 1: Brainstorm retention ideas

Identify what would make customers continue engaging after the initial experience.

Making Us Essential

What makes customers continue using or revisiting what we created?

• Examples

• AI Suggestions

Building Emotional Loyalty

What would make customers feel connected to the company, mission, or community?

• Examples

• AI Suggestions

Stay Connected

How do we stay relevant and continue showing up after the initial experience?

• Examples

• AI Suggestions

Step 2: Draft your retention strategy

Select the strongest ideas from Step 1 and combine them into a simple retention system.

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Ideas we like:

[Copy-paste best ones from step 1 here ↓]

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Drafts: How do we keep customers engaged over time?

• AI Suggestions

Instructions

Copy-paste the strongest retention ideas from Step 1 below.

Then create 2–3 simple draft versions explaining:

• how customers stay engaged
• why they return
• what keeps the relationship active over time

Focus on systems that feel:

• useful
• repeatable
• momentum-building
• relationship-driven

Be specific about:

• what happens

• when it happens

• why customers care

• Examples

Step 3: Add your retention plan to the Canvas

Pick the final version you want to use as your answer on the Growth Decisions Canvas.

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