We’re living in the age of the customer. Thanks to the proliferation of data, customers are more informed than ever before. There’s been a seismic shift in the power dynamic between businesses and ...

Churn is more than outright defection; it can also include silent attrition, where customers remain nominally active but reduce engagement, spending, or product adoption. High churn rates erode ...

Churn gets a lot of bad press. Yes, it is complex and confusing, but as a metric, it is helpful. In the early stages of building a company, churn gives you quick feedback, which other metrics seldom ...

Though gathering and sharing data is of vital importance, brands can only actually reduce customer churn if they take action on what they learn. One of the biggest goals that I see companies set is ...

Here's a quick litmus test for potential customer churn: When was the last time you texted a customer? Yesterday? Two months ago? Never? If you're not on a texting basis with customers, your company ...