Subscription models have turned churn prediction from a back-office calculation into a board-level metric. The maths is harder, the signals are noisier, and the stakes are higher. Here's how to build a churn-prediction system that actually catches at-risk customers three to six months before they leave, in both B2B and B2C.
Improving CX assumes you know which drivers actually move loyalty, and most teams don't. Worse, the relationship between a driver and the experience is rarely the straight line people assume. Here are the four shapes that relationship takes, and what each one means for where to invest.
Banks have more customer data than almost any other industry, and still lose customers they could have kept. Here's how to match retention tactics to each stage of the banking life-cycle, and why customer feedback and personalisation only work when they're tied to the journey.
After 20 years of customer feedback data across multiple industries, three service attributes keep showing up as the drivers of 80% of loyalty. None of them is price. Here's what they are, why most organisations get them backwards, and how small businesses can deliver them as well as large ones.
Most businesses chase new customers while their existing ones quietly leak out the back door. It's the wrong way round, retention is cheaper, faster and lower risk. Here are three practical retention plays you can put in motion this week, not next quarter.
Retention programs work best when they match where the customer actually is — new, established, wobbling or already out the door. Use a renewal play on a brand-new customer and you'll waste money; use an onboarding play on a defector and they're gone. Here's how to match the initiative to the lifecycle stage.