[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.19.0″ _module_preset=”default” width=”100%” max_width=”100%” custom_margin=”28px||||false|false” custom_padding=”0px||||false|false” hover_enabled=”0″ global_colors_info=”{}” sticky_enabled=”0″][et_pb_column type=”4_4″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][lwp_divi_breadcrumbs font_icon=”5||divi||400″ link_color=”#FFFFFF” separator_color=”#f6a01d” current_text_color=”#f6a01d” _builder_version=”4.19.0″ _module_preset=”default” module_font=”Red Hat Text|300|||||||” module_font_size=”15px” background_color=”#000000″ custom_margin=”0px||||false|false” custom_padding=”0px|||10%|false|false” global_colors_info=”{}”][\/lwp_divi_breadcrumbs][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ disabled_on=”off|on|on” admin_label=”mobile header” _builder_version=”4.19.0″ _module_preset=”default” background_color=”#501b5f” custom_margin=”0px||0px||false|false” custom_padding=”0px||0px||false|false” da_disable_devices=”off|off|off” global_colors_info=”{}” da_is_popup=”off” da_exit_intent=”off” da_has_close=”on” da_alt_close=”off” da_dark_close=”off” da_not_modal=”on” da_is_singular=”off” da_with_loader=”off” da_has_shadow=”on”][et_pb_row _builder_version=”4.19.0″ _module_preset=”default” background_color=”#501b5f” custom_margin=”0px||0px||false|false” custom_padding=”0px||0px||false|false” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.19.0″ _dynamic_attributes=”content” _module_preset=”default” text_font=”Red Hat Text|600|||||||” text_text_color=”#FFFFFF” text_font_size=”39px” text_line_height=”1.3em” header_font=”Red Hat Text|600|||||||” header_text_align=”left” header_text_color=”#FFFFFF” header_font_size=”32px” background_color=”#501b5f” custom_margin=”||||false|false” custom_padding=”32px||32px||false|false” text_text_shadow_style=”preset1″ header_text_shadow_style=”preset1″ global_colors_info=”{}”]@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF90aXRsZSIsInNldHRpbmdzIjp7ImJlZm9yZSI6IiIsImFmdGVyIjoiIn19@[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.19.0″ _module_preset=”default” width=”100%” max_width=”100%” custom_margin=”0px||0px||false|false” custom_padding=”0px||0px||false|false” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][lwp_divi_breadcrumbs font_icon=”5||divi||400″ link_color=”#FFFFFF” separator_color=”#f6a01d” current_text_color=”#f6a01d” _builder_version=”4.19.0″ _module_preset=”default” module_font=”Red Hat Text|300|||||||” module_font_size=”15px” background_color=”#000000″ custom_margin=”0px||||false|false” custom_padding=”0px|||10%|false|false” global_colors_info=”{}”][\/lwp_divi_breadcrumbs][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.19.0″ _module_preset=”default” custom_margin=”0px||||false|false” custom_padding=”0px||||false|false” da_disable_devices=”off|off|off” global_colors_info=”{}” da_is_popup=”off” da_exit_intent=”off” da_has_close=”on” da_alt_close=”off” da_dark_close=”off” da_not_modal=”on” da_is_singular=”off” da_with_loader=”off” da_has_shadow=”on”][et_pb_row _builder_version=”4.19.0″ _module_preset=”default” width=”85%” max_width=”85%” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n
WHAT IS CUSTOMER RETENTION?<\/h1>\n
Understanding the True Definition of Customer Retention<\/b><\/p>\n
The definition of Customer Retention is keeping the customers you have by providing a great Customer Experience<\/a>. Both customer retention and customer loyalty<\/a> embody repeated behavior, where loyalty reflects relationship development and retention reflects relationship continuation.<\/p>\n This is an essential part the customer relationship, and customer experience management must take this into account.<\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.19.0″ _module_preset=”default” background_color=”RGBA(255,255,255,0)” use_background_color_gradient=”on” background_color_gradient_stops=”#fbd9a5 43%|#ffffff 43%” width=”100%” max_width=”100%” module_alignment=”center” custom_margin=”0px||0px||false|false” custom_padding=”0px||0px||false|false” custom_css_main_element=” font-weight: 600;|| line-height: 1.5em;||” da_disable_devices=”off|off|off” global_colors_info=”{}” da_is_popup=”off” da_exit_intent=”off” da_has_close=”on” da_alt_close=”off” da_dark_close=”off” da_not_modal=”on” da_is_singular=”off” da_with_loader=”off” da_has_shadow=”on”][et_pb_row column_structure=”1_5,1_5,1_5,1_5,1_5″ use_custom_gutter=”on” gutter_width=”2″ _builder_version=”4.19.0″ _module_preset=”default” background_color=”RGBA(255,255,255,0)” width=”92%” max_width=”92%” module_alignment=”center” custom_margin=”||||false|false” custom_padding=”110px||||false|false” global_colors_info=”{}”][et_pb_column type=”1_5″ _builder_version=”4.19.0″ _module_preset=”default” background_color=”RGBA(255,255,255,0)” custom_padding=”||||false|false” border_color_all=”RGBA(255,255,255,0)” global_colors_info=”{}”][et_pb_blurb use_icon=”on” font_icon=”||divi||400″ icon_color=”#f6a01d” image_icon_background_color=”RGBA(255,255,255,0)” image_icon_width=”75px” content_max_width=”801px” _builder_version=”4.19.0″ _module_preset=”default” background_color=”#333034″ image_icon_custom_margin=”10px||||false|false” module_alignment=”center” custom_margin=”-5vw||||false|false” custom_padding=”10px|20px|25px|20px|false|false” global_colors_info=”{}”]<\/p>\n Companies that have a monopoly or exclusive product of some sort easily retain customers. Consider an airline that operates from an airport very close to your home.<\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”2_3,1_3″ _builder_version=”4.19.0″ _module_preset=”default” width=”85%” max_width=”85%” custom_margin=”0px||||false|false” custom_padding=”0px||||false|false” global_colors_info=”{}”][et_pb_column type=”2_3″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”]Leading Book On Customer RetentionYou may not be thrilled with them, but the rational experience<\/a> (convenience) outweighs the emotional experience (the fact that you dislike them). In this case, the airline\u2019s customer retention numbers may appear high, but it\u2019s built on a false premise. As soon as an alternative is available, many customers will disappear.<\/p>\n The emotions evoked by a customer experience act as a chief mediator for customer retention. When combined with an organization\u2019s strong reputation and recognized expertise, customer emotions are the chief determinant of customer retention. Without the emotional bond necessary to retain customers, customer loyalty is impossible.<\/p>\n Interactions that evoke negative feelings, stress or manipulative tactics negate trust. While there are a few notable exceptions, most companies do not intend to negate trust. Failure to craft a deliberate customer experience puts organizations at risk for doing just that.[\/et_pb_text][\/et_pb_column][et_pb_column type=”1_3″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”https:\/\/beyondphilosophy.com\/wp-content\/uploads\/2018\/07\/the-intuitive-customer-left-jpeg2.jpg” alt=”the intuitive customer by colin shaw and ryan hamilton” title_text=”Visit Amazon” url=”https:\/\/www.amazon.com\/stores\/author\/B001ITXFR2″ use_overlay=”on” hover_overlay_color=”rgba(51,48,52,0.64)” _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.19.0″ _module_preset=”default” background_color=”#333034″ custom_margin=”0px||||false|false” custom_padding=”0px||||false|false” da_disable_devices=”off|off|off” global_colors_info=”{}” da_is_popup=”off” da_exit_intent=”off” da_has_close=”on” da_alt_close=”off” da_dark_close=”off” da_not_modal=”on” da_is_singular=”off” da_with_loader=”off” da_has_shadow=”on”][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.19.0″ _module_preset=”default” background_color=”#333034″ custom_margin=”0px||0px||false|false” custom_padding=”0px||0px||false|false” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”https:\/\/beyondphilosophy.com\/wp-content\/uploads\/2022\/12\/1.webp” title_text=”1″ show_bottom_space=”off” align=”center” _builder_version=”4.19.0″ _module_preset=”default” module_alignment=”right” custom_margin=”||||false|false” custom_padding=”||||false|false” border_width_all=”10px” border_color_all=”#333034″ global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.19.0″ _module_preset=”default” background_color=”#333034″ custom_margin=”0px||||false|false” custom_padding=”0px||||false|false” global_colors_info=”{}”] Maersk Line improved their CE by 40 points over 30 months, leading to a 10% rise in shipping volumes.<\/span><\/p>\n See other case studies here\u00a0 <\/i><\/a><\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.19.0″ _module_preset=”default” custom_margin=”||0px||false|false” custom_padding=”||0px||false|false” da_disable_devices=”off|off|off” global_colors_info=”{}” da_is_popup=”off” da_exit_intent=”off” da_has_close=”on” da_alt_close=”off” da_dark_close=”off” da_not_modal=”on” da_is_singular=”off” da_with_loader=”off” da_has_shadow=”on”][et_pb_row _builder_version=”4.19.0″ _module_preset=”default” width=”85%” max_width=”85%” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n The first in creating strong retention strategy is to engage management by asking whether it has deliberately designed a customer experience. If the answer is \u201cyes,\u201d then the next step is to evaluate the delivery, consistency and overall effectiveness of this customer experience.<\/p>\n In such cases, accuracy of measurements has been the most significant challenge to evaluate the effectiveness customer experience design<\/a>.<\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.19.0″ _module_preset=”default” custom_margin=”0px||||false|false” custom_padding=”0px||||false|false” da_disable_devices=”off|off|off” global_colors_info=”{}” da_is_popup=”off” da_exit_intent=”off” da_has_close=”on” da_alt_close=”off” da_dark_close=”off” da_not_modal=”on” da_is_singular=”off” da_with_loader=”off” da_has_shadow=”on”][et_pb_row _builder_version=”4.19.0″ _module_preset=”default” width=”85%” max_width=”85%” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n Once you understand the level of true retention you need to design the emotional engagement<\/a> you have with you customers. This starts by looking at what drives and destroys value. You can focus on designing and delivering an emotionally engaging customer experience using<\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.19.0″ _module_preset=”default” background_color=”#501b5f” min_height=”359.3px” custom_margin=”||-62px|||” da_disable_devices=”off|off|off” saved_tabs=”all” global_colors_info=”{}” da_is_popup=”off” da_exit_intent=”off” da_has_close=”on” da_alt_close=”off” da_dark_close=”off” da_not_modal=”on” da_is_singular=”off” da_with_loader=”off” da_has_shadow=”on”][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.19.0″ _module_preset=”default” background_color=”#501b5f” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.19.0″ _module_preset=”default” custom_css_main_element=”li{|| margin: 10px 0;||}||a.smallred, a.bigred {|| background: white !important;|| border: 1px solid #fff !important;|| color: #333034 !important;||}||a.small-button, a.icon-button {|| padding: 6px 44px !important;|| font-weight: bold !important;|| font-size: 18px !important;||}” global_colors_info=”{}”]<\/p>\n …about how we can help you with your goals? Schedule a no-cost, no obligation consultation with us today.<\/span><\/p>\nContact us now\u00a0\u00a0\u00a0\u00a0<\/i><\/a>\n [\/et_pb_text][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”https:\/\/beyondphilosophy.com\/wp-content\/uploads\/2022\/12\/lets-talk.jpg” title_text=”lets-talk” _builder_version=”4.19.0″ _module_preset=”default” z_index=”7″ width=”83.3%” custom_margin=”||-70vw||false|false” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.19.0″ _module_preset=”default” da_disable_devices=”off|off|off” global_colors_info=”{}” da_is_popup=”off” da_exit_intent=”off” da_has_close=”on” da_alt_close=”off” da_dark_close=”off” da_not_modal=”on” da_is_singular=”off” da_with_loader=”off” da_has_shadow=”on”][et_pb_row _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_divider show_divider=”off” _builder_version=”4.19.0″ _module_preset=”default” custom_margin=”||||false|false” global_colors_info=”{}”][\/et_pb_divider][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":" Customer Retention The definition of Customer Retention<\/strong> is keeping the customers you have by providing a great Customer Experience. Both customer retention and customer loyalty<\/strong> embody repeated behavior, where loyalty reflects relationship development and retention reflects relationship continuation<\/a>.<\/p>\r\n This is an essential part the customer relationship, and customer experience management must take this into account.<\/em><\/p>\r\n[\/vc_column_text][\/vc_column][vc_column width=\"2\/6\"][vc_column_text margin_bottom=\"no-bottom\"] Companies that have a monopoly or exclusive product of some sort easily retain customers. Consider an airline that operates from an airport very close to your home.<\/p>\r\n The emotions evoked by a customer experience act as a chief mediator for customer retention. When combined with an organization\u2019s strong reputation and recognized expertise, customer emotions<\/a><\/strong> are the chief determinant of customer retention. Without the emotional bond necessary to retain customers, customer loyalty<\/a><\/strong> is impossible.<\/p>\r\n Interactions that evoke negative feelings, stress or manipulative tactics negate trust. While there are a few notable exceptions, most companies do not intend to negate trust. Failure to craft a deliberate customer experience puts organizations at risk for doing just that.<\/p>\r\n\r\n The first in creating strong retention strategy is to engage management by asking whether it has deliberately designed a customer experience. If the answer is \u201cyes,\u201d then the next step is to evaluate the delivery, consistency and overall effectiveness of this customer experience.<\/p>\r\n In such cases, accuracy of measurements has been the most significant challenge to evaluate the effectiveness customer experience design<\/a><\/strong>.Connect on LinkedIn<\/span><\/h4>\n
Connect on X<\/span><\/h4>\n
Contact Colin<\/span><\/h4>\n
About Colin<\/span><\/h4>\n
Visit the Blog<\/span><\/h4>\n
CUSTOMER RETENTION THROUGH AN EXCLUSIVE PRODUCT<\/h2>\n
\nThe Beyond Philosophy team has helped many organizations to improve their CX.<\/span><\/p>\nCREATING A STRONG RETENTION STRATEGY<\/h2>\n
DELIVER AN EMOTIONAL ENGAGING EXPERIENCE TO DRIVE RETENTION<\/h2>\n
Let’s talk…<\/span><\/h2>\n
![\"customer](\"https:\/\/beyondphilosophy.com\/wp-content\/uploads\/2018\/07\/podcast.gif\")
<\/a>[\/vc_column_text][\/vc_column][\/vc_row][vc_row swatch=\"swatch-bp-original\" bg_type=\"no_bg\"][vc_column width=\"1\/1\"][vc_column_text margin_top=\"no-top\"]\r\nCustomer Retention Through an Exclusive Product<\/h2>\r\n
![\"leading](\"https:\/\/beyondphilosophy.com\/wp-content\/uploads\/2016\/08\/the-intuitive-customer-left-jpeg2-191x300.jpg\")
You may not be thrilled with them, but the rational experience<\/a> (convenience) outweighs the emotional experience<\/strong> (the fact that you dislike them). In this case, the airline\u2019s customer retention numbers may appear high, but it\u2019s built on a false premise. As soon as an alternative is available, many customers will disappear.<\/p>\r\nCreating a Strong Retention Strategy<\/h2>\r\n
![\"customer](\"https:\/\/beyondphilosophy.com\/wp-content\/uploads\/2018\/08\/behavioral-jmapping555-300x235-300x235.png\")
<\/a><\/p>\r\n\u00a0\r\n\r\n\u00a0\r\nDELIVER AN EMOTIONAL ENGAGING EXPERIENCE To DRIVE RETENTION<\/h2>\r\nOnce you understand the level of true retention you need to design the emotional engagement you have with you customers. This starts by looking at what drives and destroys value. You can focus on designing and delivering an emotionally engaging customer experience using[\/vc_column_text][divider xs_height=\"32\" sm_height=\"32\" md_height=\"32\" lg_height=\"32\"][\/vc_column][vc_column][\/vc_column][\/vc_row][vc_row width=\"no-padded\" row_type=\"default\" break_parents=\"4\" row_zindex=\"0\" parallax_type=\"up\" parallax_speed=\"20\" enable_mobile=\"true\" bg_position=\"top\" bg_size=\"cover\" bg_repeat=\"no-repeat\" margin_left=\"0\" margin_right=\"0\" gradient_angle=\"0\" gradient_color_start=\"#cccccc\" gradient_start_offset=\"0\" gradient_color_end=\"#cccccc\" gradient_end_offset=\"100\" video_mute=\"true\" video_loop=\"true\" video_start=\"true\" video_stop=\"true\" video_controls=\"true\" video_raster=\"true\"][vc_column width=\"1\/1\"][templatera id=\"14946\"][\/vc_column][\/vc_row]","_et_gb_content_width":"","footnotes":""},"class_list":["post-120","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/pages\/120","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/users\/12"}],"replies":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/comments?post=120"}],"version-history":[{"count":0,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/pages\/120\/revisions"}],"up":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/pages\/110"}],"wp:attachment":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/media?parent=120"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}