Tucker Matheson is a co-founder and Managing Partner at Markacy, a digital marketing strategy firm headquartered in New York City. It's hard to get through a business day without hearing poor economic ...

Churn is more than outright defection; it can also include silent attrition, where customers remain nominally active but reduce engagement, spending, or product adoption. High churn rates erode ...

Customer success is essential for any startup, at every stage. It’s what ensures customers are engaged, adopting, and gaining value from your product. But many startups get customer success wrong.

Given the opportunity, dissatisfied customers will tell 8 to 16 other people about the source of their service- or product-related frustrations. However, if you make a prompt effort to resolve the ...

To effectively track customer retention and ensure growth, customer experience (CX) leaders must have a clear view of customer retention as a basic statistic, as well as lifetime value (LTV). By ...

Opinions expressed by Entrepreneur contributors are their own. As business owners and executives, we intuitively know there are significant growth opportunities through the retention of our existing ...

Customer service is vital to any organization, and investing in it can make all the difference in attracting and retaining clients. But the true return on those customer service investments—whether ...

Editor's note: This is Part 1 of our two-part series on the retention reset. Today’s installment tackles the why: the post-ZIRP correction, why acquisition-first economics are failing and why ...

Bringing customers back again and again is a top focus of service departments. But how best to do that? What are the issues holding departments back? And how best to measure retention? A panel of ...

As business owners and executives, we intuitively know there are significant growth opportunities through the retention of our existing customer base. We try different strategies to engage our ...