Slow Churned: How To Target Retention Efforts So They Don’t Backfire
The easy way to do retention is to blast out special offers and rewards to loyal customers, lumping all the steady subscribers, the sleeping dogs, the irregular users, and other at-risk customers into the same anti-churn program. Research shows that, compared with control groups of customers who are not targeted at all, some retention programs actually inspire existing customers to cancel. Here are some of the factors and methods to consider in avoiding that failure mode.
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