Companies need customers, customers buy their product, hand over money, and that money goes to pay the wages of the people working for it and make the company bigger and bigger. More than just getting the customers they have to retain them, that’s a key to growing a company, that’s what you see every major company from superstore to bank trying to do, keep the customers they have.
To retain them they need to do something really important, and that’s address any problems or questions they have with the company as soon as they have them and make sure they don’t arise again. How do they do that? They keep in touch with them, they open channels of communication with them and give them the means to contact them.