『Customer Retention with Fexingo: Loyalty, LTV, and Keeping Customers for the Long Run』のカバーアート

Customer Retention with Fexingo: Loyalty, LTV, and Keeping Customers for the Long Run

Customer Retention with Fexingo: Loyalty, LTV, and Keeping Customers for the Long Run

著者： Fexingo
無料で聴く

Customer retention is the quiet engine of durable businesses, yet most companies obsess over acquisition. In this show, Lucas and Luna examine why loyalty economics often beats the acquisition treadmill — and how to build systems that keep customers choosing you, year after year. They walk through real cohort data from subscription businesses, SaaS platforms, and retail loyalty programs, asking the hard questions: What does a healthy retention curve actually look like? When does a loyalty program become a liability? How do you calculate LTV with enough precision to make pricing, service, and churn-intervention decisions? Lucas brings the numbers — churn rates by vintage, net revenue retention benchmarks, and the unit economics behind 'free shipping' and 'points' — while Luna pushes on the human side: why do customers really leave, and what can a support team do about it before the cancel button is clicked? Together, they dissect case studies like Starbucks Rewards, Amazon Prime’s flywheel, and the subscription fatigue facing DTC brands. No vendor pitches, no generic advice — just the tension between short-term retention tactics and long-term customer value. By the end of each conversation, you'll be asking: Is my retention strategy actually creating loyalty, or just delaying the exit? #CustomerRetention #LTVCustomerLifetimeValue #ChurnReduction #LoyaltyPrograms #RetentionMetrics #CohortAnalysis #NetRevenueRetention #SubscriptionBusiness #SaaSRetention #DTCBrands #StarbucksRewards #AmazonPrime #CustomerSuccess #LoyaltyEconomics #Marketing #Business #FexingoBusiness #BusinessPodcast Keep every episode free: buymeacoffee.com/fexingo© 2026 Fexingo. All rights reserved. 経済学
エピソード
  • The Customer Who Stays Because Switching Is a Hassle

    The Customer Who Stays Because Switching Is a Hassle
    2026/06/07
    Episode 37 of Customer Retention with Fexingo explores the 'status quo bias' in retention: why customers stay not because they love you, but because switching feels like too much work. Lucas and Luna dig into a 2025 study from the Journal of Marketing Research showing that 68 percent of loyal subscribers at a major SaaS platform had not evaluated a competitor in the previous 12 months. They contrast true loyalty with inertia-based retention, using examples from consumer banking and gym memberships. The episode argues that retention teams must distinguish between active loyalty and passive stickiness, and that over-relying on switching costs can backfire when a competitor finally removes friction. Specific numbers include the 12.4 percent higher churn rate for inertia-held customers when a rival offers a one-click migration tool. No prior episode has covered the behavioral economics of switching costs as a retention lever. #StatusQuoBias #SwitchingCosts #BehavioralEconomics #InertiaRetention #ActiveLoyalty #PassiveStickiness #CustomerChurn #SaaSRetention #ConsumerBanking #GymMemberships #JournalOfMarketingResearch #FrictionReduction #OneClickMigration #RetentionStrategy #LoyaltyMyth #Marketing #BusinessPodcast #FexingoBusiness Keep every episode free: buymeacoffee.com/fexingo
    続きを読む 一部表示
    7 分
  • Why Customers Leave After You Simplify Your Product

    Why Customers Leave After You Simplify Your Product
    2026/06/07
    In this episode of Customer Retention with Fexingo, Lucas and Luna explore a counterintuitive churn trigger: product simplification. When a SaaS company reduced feature bloat in its dashboard, retention dropped 12% among power users. The hosts unpack the psychology of sunk costs in features, the 'power user paradox,' and how to simplify without alienating your most valuable segment. Drawing on a real case from a B2B analytics tool, they discuss the importance of change management and phased rollouts for retention-sensitive audiences. If your team is planning a UX overhaul or feature sunset, this episode offers practical guardrails to avoid losing the customers you thought would benefit most. #ProductSimplification #Churn #CustomerRetention #SaaS #PowerUserParadox #FeatureBloat #UXDesign #ChangeManagement #B2B #CustomerSuccess #RetentionStrategy #UserPsychology #SunkCost #DashboardRedesign #Marketing #FexingoBusiness #BusinessPodcast #RetentionMarketing Keep every episode free: buymeacoffee.com/fexingo
    続きを読む 一部表示
    6 分
  • The Customers Who Churn Right After a Perfect Experience

    The Customers Who Churn Right After a Perfect Experience
    2026/06/06
    Episode 35 digs into a counterintuitive retention pattern: customers who leave immediately after a flawless service interaction. Lucas and Luna explore the 'peak-end problem' at subscription companies, using fresh data from a 2025 Harvard Business Review study on post-survey churn. They discuss why a five-star customer satisfaction rating can actually be a leading indicator of defection, and how one meal-kit company cut this churn by 40 percent by shifting when they asked for feedback. If you run a subscription business, this episode will make you rethink your post-call survey timing. #CustomerRetention #ChurnPatterns #PostServiceChurn #PeakEndRule #SatisfactionSurvey #SubscriptionBusiness #CXData #MealKitCaseStudy #HarvardBusinessReview #FeedbackTiming #RetentionStrategy #CustomerSuccess #Marketing #FexingoBusiness #BusinessPodcast #LucasAndLuna #CohortAnalysis #WinBack Keep every episode free: buymeacoffee.com/fexingo
    続きを読む 一部表示
    8 分
adbl_web_anon_alc_button_suppression_t1
まだレビューはありません