This entrepreneur's focus on customer retention led to a successful nail bar business, where the key metrics of Customer Retention Rate (CRR), Net Promoter Score (NPS), and Customer Value (CV) were tracked to ensure steady growth. To achieve this, the business implemented various retention strategies such as offering return buyer incentives beyond discounts, creating a loyalty program with non-monetary benefits, sharing expert knowledge through educational content, asking for feedback, providing unique experiences that generate social media buzz, and maintaining consistency in services and operations. By taking action on these metrics and strategies, the business was able to retain customers, increase customer value, and ultimately grow its loyal client base.