Loyal customers are a beautiful thing. As they grow to trust your brand, they’ll buy more, and more expensive, products over time. This enduring loyalty positively impacts your customer retention rate ...

Customer retention refers to a company’s ability to retain its existing consumers over time. It is essential to the success of a business because it demonstrates the organisation’s ability to ...

Often in small business marketing, the focus is on selling to new customers. It's true that getting new business is exciting and fulfilling; it always feels great to land a new sale or launch a ...

An omnichannel retention approach amplifies the reach of personalized retention offers by enabling every channel to present consistent offers to a particular customer irrespective of the channel. This ...

Twilio (TWLO) shows double-digit growth, 109% net retention, and an AI-native platform shift—yet trades at 21.4x FY27 EPS.

Recruiting new customers costs seven to nine times as much as it does to keep current customers from leaving. Besides the obvious foregone revenue, dissatisfied customers are not going to recommend ...

What Is Customer Churn Rate? The customer churn rate is a critical metric that evaluates how well a brand retains its customers. It represents the percentage of customers who stop making purchases or ...

Customer loyalty is a customer’s willingness to repeatedly return to a company to conduct some type of business due to the delightful experiences, quality of products or services, and the value they ...

The voice of the customer (VoC) has long been a crucial determinant of business success. As companies focus more on customer experience, understanding the customer's voice becomes paramount. This is ...

Rentokil Initial's acquisition of Terminix strengthens its market leadership in the US pest control market, enhancing scale, route density, and cost synergies. The integration of Terminix is expected ...

Editor's note: This is Part 1 of our two-part series on the retention reset. Today’s installment tackles the why: the post-ZIRP correction, why acquisition-first economics are failing and why ...