Category Archives: Retention

Metrics Part 2 – Customer Retention

Posted on September 9, 2010 by Tabitha

I was at a conference earlier this year when the discussion came up around improving customer churn and a couple of points I am always curious about came up – (1) Why do you measure customer churn?  and (2) Who does the measuring and analyzing of that metric in your organization?  Read more...
(226 words, estimated 54 secs reading time)

Posted in Customer Experience, Customers, KPI, Metrics, Retention | Tagged , , , , , , | Leave a comment

The core of a customer experience program

Posted on July 29, 2010 by Tabitha

With so many customer experience programs beginning, many people are asking, “Where do I start?”  It’s a question that I have heard often enough that I thought I might do a blog series on what you want to focus on in the first year of your customer experience program.  And it might be interesting for those of you who are already well under way in your program.   Read more...
(114 words, estimated 27 secs reading time)

Posted in Change, Communication, Customer Experience, Customers, Goals, KPI, Leadership, Listening, Loyalty, Retention | Tagged , , , , , | 2 Comments

Measuring customer retention or you get what you measure

Posted on March 22, 2010 by Tabitha

Most companies measure the number of customers who leave them in some form or fashion.  Most call it churn.  This is not a bad thing, not as such.  But think of it like this, if you get what you measure, why do you want to measure the number of customers leaving?  Wouldn’t you prefer a measure that tells you about the number of customers you’re keeping?  Can you see how the focus shifts?  How the goals are different?  I like keeping the attention on how to keep your customers.  I like seeing how well we do at that and studying and listening about how to do it even better.   Read more...
(289 words, estimated 1:09 mins reading time)

Posted in Customer Experience, Customers, Goals, Metrics, Retention | Tagged , , , | 6 Comments