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Churn & Loyalty

7 Posts
How to measure customer satisfaction: the complete guide
How to measure customer satisfaction: the complete guide

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

Tyler Dye
Tyler Dye
Churn & Loyalty
How To Perform Churn Analysis - [Free Guide & Templates]
How To Perform Churn Analysis - [Free Guide & Templates]

“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,

Alyona Medelyan PhD
Alyona Medelyan PhD
Churn & Loyalty
The Untold Love Story Between Churn and Customer Feedback Loops
The Untold Love Story Between Churn and Customer Feedback Loops

Customer churn can be a nightmare for your business, 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. As a matter of fact, according to the Harvard Business Report,

Alyona Medelyan PhD
Alyona Medelyan PhD
Churn & Loyalty
Customer retention analytics: 5 strategies to reduce churn
Customer retention analytics: 5 strategies to reduce churn

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

Agi Marx
Agi Marx
Churn & Loyalty
3 ways to close the customer feedback loop to prevent churn and increase revenue
3 ways to close the customer feedback loop to prevent churn and increase revenue

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

Alyona Medelyan PhD
Alyona Medelyan PhD
Churn & Loyalty
2 things your business needs to support customer retention
2 things your business needs to support customer retention

There are a few things you can build into your business model to simplify customer retention in the long term, apart from the obvious cross-sell and upsell opportunities. 1.Building a subscription into your business  Somewhat easier to accomplish for service-based businesses ishaving a subscription model to support your

Agi Marx
Agi Marx
Churn & Loyalty
10 insider customer experience tips according to Shep Hyken
10 insider customer experience tips according to Shep Hyken

Shep Hyken knows a thing or two about customer experience. He needs no introduction in industry-wide circles, but in case you’re not familiar with his name: Shep is an award-winning customer service and customer experience speaker, a New York Times and Wall Street Journal best-selling author, A.K.A

Agi Marx
Agi Marx
Churn & Loyalty