# Win Keep Customers

> Manage positioning, lead handling, selling, local presence, campaigns, reviews, and retention. Use for any customer acquisition, marketing, or retention question.

- Skill: `simongonzalezdc/win-keep-customers` (Agent Skill)
- Install (CLI): `npx skillmds@latest add simongonzalezdc/win-keep-customers`
- Raw SKILL.md: https://api.skillmd.com/api/skills/simongonzalezdc/win-keep-customers/raw
- Safety review: pending
- Works with: Claude Code, Claude.ai, OpenAI Codex
- Category: Marketing & Growth
- Author: simongonzalezdc (https://skillmd.com/u/simongonzalezdc)
- Updated: 2026-09-17
- Page: https://skillmd.com/skills/simongonzalezdc/win-keep-customers

---


# Win and Keep Customers

The customer layer: how people find you, choose you, pay you, and come back.

## What this skill manages

### Positioning
- Positioning statement (one sentence: for [who] who [need], [business] is the [category] that [differentiation])
- Competitive positioning map (where you sit vs alternatives)
- Brand voice (warm/formal/playful — consistent across all surfaces)

### Local presence
- Google Business Profile setup and optimization
- Local SEO (categories, keywords, photos, hours accuracy)
- Review generation (ask at the right moment, make it easy)
- Review response (HEART: Hear, Empathize, Apologize, Respond, Thank)

### Lead handling
- Lead capture (where do prospects come from? phone, walk-in, referral, online)
- Lead triage (hot/warm/cold — response time targets)
- Lead-to-customer conversion tracking

### Campaigns
- Launch campaign (grand opening / announcement sequence)
- Ongoing marketing calendar (seasonal, community, promotional)
- Cross-promotion (partner businesses, community organizations)
- Email list building + newsletter cadence

### Retention
- Customer lifetime value calculation
- Loyalty program design (punch card, app, membership)
- Win-back campaigns (haven't seen you in 30/60/90 days)
- Community building (events, programming, belonging)

### Reputation
- Review monitoring and response
- Complaint handling (the service recovery paradox)
- Net promoter tracking (would you recommend us?)

## Key outputs
- Positioning statement + brand voice guide
- Marketing calendar (90 days)
- Review response templates
- Customer acquisition cost (CAC) by channel
- Retention rate + LTV calculation