『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
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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
  • Why Your Silent Customers Are Your Most Valuable Retention Asset

    Why Your Silent Customers Are Your Most Valuable Retention Asset
    2026/06/08
    Most subscription businesses obsess over vocal customers—the ones who tweet complaints, flood support tickets, and leave angry reviews. But the real retention risk often comes from the silent majority: customers who engage less, never complain, and quietly churn without warning. In this episode of Customer Retention with Fexingo, Lucas and Luna examine a surprising study from a B2B SaaS company that found their highest-value customers were actually those with the lowest support ticket volume—and that over-communicating with them actually increased churn. They break down the data: a cohort of 5,000 low-touch users had a 92% 12-month retention rate compared to 78% for high-touch users, and how the company reduced overall churn by 16% simply by adjusting their outreach cadence. The hosts explore the concept of 'silent loyalty,' why some customers prefer minimal interaction, and how retention teams can identify and nurture these invisible but profitable segments. Tune in for a counterintuitive take on customer loyalty that challenges the conventional wisdom of constant engagement. #CustomerRetention #SilentCustomers #LowTouchRetention #SaaSChurn #RetentionRate #CustomerSuccess #MarketingStrategy #ChurnReduction #CustomerLoyalty #B2BSaaS #CustomerEngagement #RetentionMetrics #CohortAnalysis #SilentLoyalty #SupportTickets #FexingoBusiness #BusinessPodcast #MarketingPodcast Keep every episode free: buymeacoffee.com/fexingo
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    8 分
  • How One Company Reduced Churn by Changing Onboarding Language

    How One Company Reduced Churn by Changing Onboarding Language
    2026/06/08
    In this episode, Lucas and Luna dive into a case study from a mid-sized B2B SaaS company that cut its 90-day churn rate by 23 percent by rewriting just six sentences in their onboarding email sequence. Most retention efforts focus on the product experience, but this company realized that the language they used in the first week created a mismatch between customer expectations and reality. Lucas breaks down the specific phrases they changed, the psychology behind them, and why small wording shifts can have outsized impact on long-term loyalty. Luna pushes back on whether this is just a short-term fix and whether it scales. They also discuss the broader lesson about 'expectation management' as a retention lever that most marketing teams overlook. If you've ever wondered why some customers churn before they even really try your product, this episode offers a concrete, data-backed explanation. #OnboardingLanguage #ChurnReduction #SaaSRetention #CustomerExpectations #EmailCopy #Marketing #CustomerLoyalty #RetentionStrategy #B2BMarketing #Copywriting #BehavioralEconomics #CustomerSuccess #ProductLedGrowth #LTV #FexingoRetention #BusinessPodcast #FexingoBusiness #MarketingPodcast Keep every episode free: buymeacoffee.com/fexingo
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    8 分
  • 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
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    7 分
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