What do you do if you want to learn from customer retention experts?

1 Read books and blogs

To learn from customer retention experts, reading books and blogs is one of the simplest and most accessible ways. Authors and bloggers who have studied and applied customer retention principles in various industries and contexts offer a plethora of information, insights, and advice. Examples of books and blogs to consider are The Loyalty Loop by Andrew Davis, Never Lose a Customer Again by Joey Coleman, Customer Loyalty by Jill Griffin, The Retention People Blog, Customer Bliss Blog, and the CustomerThink Blog. Through these resources, you can gain a comprehensive understanding of customer retention concepts, frameworks, and best practices. Additionally, you can learn from stories and case studies of successful customer retention campaigns and initiatives.

4 Follow social media accounts and groups

A fourth way to learn from customer retention experts is to follow their social media accounts and groups. Social media is a great platform to connect and network with the experts and other learners. You can follow them on LinkedIn, Twitter, Facebook, or Instagram. Additionally, joining their groups or communities on Slack, Reddit, or Quora can be beneficial. Some examples of accounts and groups you can follow are Shep Hyken, Annette Franz, Adrian Swinscoe, Customer Retention and Loyalty Group on LinkedIn, Customer Retention and Churn Group on Facebook, and the Customer Retention Subreddit on Reddit. Following these accounts and groups can help you access valuable content, resources, and insights on customer retention. You can also engage with the experts and other learners to build your network and reputation in the field.

5 Attend events and conferences

Attending events and conferences is another way to learn from customer retention experts. These opportunities offer the chance to meet and learn from the experts face-to-face, as well as be inspired and motivated by their presentations, workshops, and panels. Additionally, you can network and collaborate with other attendees while exchanging ideas and experiences in customer retention. Examples of events and conferences include The Customer Retention Summit by PostFunnel, The Customer Loyalty Conference by Loyalty360, The Customer Experience Conference by CX Network, The Customer Success Summit by Totango, The Customer Retention and Growth Summit by Incite Group, and The Customer Retention Strategies Conference by Strategy Institute. Attending such events and conferences can help you broaden your perspective on customer retention, discover new opportunities and challenges, as well as learn from the best practices and innovations of the experts and the industry.

6 Experiment and test

A sixth and final way to learn from customer retention experts is to experiment and test their ideas and advice in your own business. It is not enough to just learn from the experts; you need to apply and validate what you have learned. To do so, you can use A/B testing, surveys, feedback loops, analytics, customer lifetime value, and net promoter score to experiment and test different customer retention strategies. This will help you learn from your own successes and failures in customer retention. Furthermore, you can gain insights from understanding customers' needs, preferences, and behaviors. You can then use these findings to refine and improve your customer retention practices and outcomes.