Knowing how to hold on to your customers and what makes them happy is critical to any business. If they keep paying you, then you’re probably doing something right.
But if your customers aren’t coming back to you, then they’re not loyal customers and, well, you’re probably doing it wrong.
Ian Collingwood is a specialist in UX metrics and product development. In his upcoming WebVisions session, “Retention Hacking: What Makes Customers Stay – And What Makes Them Leave?” he’ll explore some of the tools he uses to help companies understand customer churn. He’ll also look at strategies for preventing churn.
Here’s a closer look at what Ian will cover:
- Why customer retention is the one metric that matters
- Why churn kills companies and retention builds them
- What metrics can be used to measure retention across different online business
- Quantitative and qualitative tools to improve customer retention
- The importance of on-boarding and investment in “customer success”
- Creating feedback loops to improve customer success
- Using retention as a company-wide metric
Ian knows his stuff. He’s worked with Orange, Telefonica, Vodafone, LG, Sanoma, Samsung, Rated People, The Economist, Microsoft, Sony and the BBC. Perhaps you’ve heard of some of these organizations…
He also teaches Design Thinking at ESADE business school, and is co-founder of MADE, the Barcelona hackerspace, and co-orgainzer of Barcelona’s Mini Maker Faire.
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