Churn & Loyalty
Discover the power of thematic analysis to unlock insights from qualitative data. Learn about manual vs. AI-powered approaches, best practices, and how Thematic software can revolutionize your analysis workflow.
Learn how to leverage customer feedback to improve your products, services, and bottom line with these 7 key takeaways from CX experts.
Uncover the hidden "pebbles" eroding your customer experience. Learn how to use customer feedback and analytics to identify and remove friction points, boost loyalty, and engineer effortless experiences. Discover 7 strategies for proactive CX improvement.
Customer Experience Analytics (CXA) is key to understanding why customers buy or churn. This guide will help you use your use customer data to get insights and understanding to drive better business decisions and improve revenue.
A focus on customer acquisition often overshadows the vital task of retention. A shocking 66% of consumers end relationships with companies due to poor customer service. This highlights a disconnect: Customers crave positive experiences, yet businesses sometimes must listen proactively. The consequence? Churn – lost revenue, tarnished reputation, and wasted effort.
Friction in customer experience can lead to churn and lower transaction spend. Discover how to use Voice of the Customer data and technology to identify CX enhancements that drive sales growth, while reducing costs.
A customer experience/voice of customer programme is essential for establishing a customer-centric culture at your company. Here's how to get it right.
Everyone says they want customers to be satisfied, but what are you actually doing to make customers happy? How do you know if you’re on the right track? How do you know if your customer satisfaction efforts make a difference? Why even aim for customer satisfaction at all? We
![How To Perform Churn Analysis - [Free Guide & Templates]](/insights/content/images/size/w1378/wordpress/2019/04/shutterstock_1562570932-1.jpg)
“I need a churn analysis! We recently launched a new way of delivering our product and customer churn is a major pain!” — a concerned friend. Since I co-founded customer feedback company Thematic, friends who work on software products often ask me how to effectively use churn analysis to identify, fix
Customer churn can be a nightmare, but controlling it is key to the long-term survival of your business. Why? Because repeat customers lead to higher profits for your business as they are associated with higher sales.
Think customer loyalty programs are all about getting generic discounts, points and rewards? Think again. That was the old school way of doing things. Today, it’s more about offering customers something as personalized as possible, so that they feel truly special. So, let’s look at ways to reduce
What is the customer feedback loop? The customer feedback loop is the practice of responding to customers when they leave feedback. How to do this follow up meaningfully? For example, let's say a customer complains about being overcharged. To close the loop with this customer the company may respond with