You're in charge of customer retention. How do you know if you're doing it right?

Sugiro o uso de ferramentas para definir e acompanhar as metas de reten??o de clientes, como o Qulture Rocks para estabelecer metas claras e realistas e o Power BI para tabelar os resultados. Essas ferramentas permitem alinhar as metas com os objetivos gerais e refletir os segmentos de clientes, a proposta de valor e os padr?es do setor permitindo um norte para tomada de decis?es.

Define what you want to achieve in customer retention. This is the most critical piece as it will define the process, the adjustments, the structure of the team etc.

Excelente. Destaco o uso de ferramentas de dados como o Power BI e o Data Studio para acompanhar e analisar. Essas ferramentas facilitam a visualiza??o e interpreta??o de métricas importantes, como taxa de reten??o, taxa de churn, valor da vida útil do cliente, taxa de repeti??o de compra e índice de fidelidade do cliente. Insira a democratiza??o dos dados que é fundamental para garantir que todas as equipes tenham acesso às informa??es relevantes para avaliar o desempenho e tomar decis?es informadas. Isso promove uma cultura de dados na empresa, onde a análise de dados s?o valorizadas e utilizadas para impulsionar estratégias de reten??o de clientes mais eficazes.

Tracking your retention metrics is one of the best ways to know if your retention marketing strategy is being effective. Metrics like customer retention rate, churn rate, repeat purchase rate, customer lifetime value and customer satisfaction scores/NPS are easy metrics to check every few months. These numbers will let you know if customers are staying engaged, making repeat purchases and finding value in your offering.

Analyze the retention data from various perspectives. The retention rate would vary across industries and product type. E.g. for a hotel retention parameters will differ vs a QSR for food.

I often encounter brands that have plans for their business and know they need to improve specific KPIs to drive revenue, such as average order value, customer lifetime value, or repeat purchase rate.?The problem is the lack of the ‘how’. They don’t know?how they’re going to improve AOV,?CLTV, or repeat purchase rates. It’s key to have a multi-faceted plan in place which can demonstrate how they’re going to achieve said goals; otherwise, it’s just a wish!