Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
How to calculate your customer retention rate by Bryce Baer
(Zendesk) Churn happens. But a company shouldn’t run from its churn rate. Rather, consider it a key metric to guide and improve customer retention strategy and retention rate
My Comment: With all the ways to measure “customer satisfaction,” such as NPS, CSAT, customer effort, and many more, I’ve always felt the most important measurement is if the customer comes back. I was glad to see this article, which includes the formula to measure customer retention. I do want to remind you that a repeat customer is not a loyal customer. You still want to know why they came back.
7 Effective Ways
