Explore the Future of the Web

Retention HackingWhat Makes Customers Stay - and What Makes Them Leave?

Happy customers are loyal customers: If they keep on giving you money, it's a good sign you're doing something right. But what if they aren't coming back? What if they're leaving in droves and you don't know why? How can you find out? And what can you do to fix it?

In this talk, Ian Collingwood, a specialist in UX metrics and product development will explore some of the tools he's used to help companies understand customer churn and some strategies to help them fix it.

Topics covered in this talk:

  • 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

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WebVisions Barcelona explores the future of the web with a lineup of badass visionaries. July 2-4 at IED Design School.

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