67% of customers report bad experiences as a reason for churn, but only 1-out-of-26 unhappy customers complain; 91% simply leave. So how do you know which customers are at risk and why, and which negative experiences and interactions have the biggest impact on churn across touchpoints and channels over time?
Get all the answers in this comprehensive eBook. You'll learn:
- How to measure & calculate different types of churn
- 8 steps to leveraging analytics to understand root causes of churn and identify at-risk customers
- Why & how to take a journey-based approach to quantify, predict & reduce churn