2026 VTCT Level 2 Facial Massage and Skincare Practice Test – Complete Exam Prep

Focus on keeping customers coming back. Customer retention is about maintaining the relationship with people who have already used your services or bought your products, with strategies that reduce churn and encourage repeat business. It involves addressing dissatisfaction, resolving issues quickly, and providing ongoing value through good service, loyalty programs, personalized follow-ups, and incentives that make customers want to stay with you.

The other terms describe bringing in new business or expanding your reach rather than keeping existing customers. Lead generation is about finding new potential customers. Market penetration is about increasing your share within the current market, often through promotions or competitive pricing. Customer acquisition is about gaining new customers, not retaining current ones.