Quote:
Originally Posted by Yanks_Todd
I think what also gets lost in most retention metrics is returning customers being tracked in regards to their overall CLV (customer life-time value)
NATS, Mansion, and others did your ears perk up? They should have.
$ per subscription is a great metric. However a better one would be true CLV. I have had many customers join off and on over the course of a decade. The value of each subscription may be $85-$95 per go, however when you track that user joining three separate times it goes up significantly.
In short this is where the increased customer service and interactivity shows up.
Retention rates of 2-3 and 3-4 quickly get to 1 year+ when it is tracked that way
|
Yes I see what you mean. I try and add a new paysite to my network about once every 6-8 weeks and that helps with rebills but many of my Members cancel then re-join a few months or even years later, to catch up on all the new sites, features, etc. Long-term thinking, I like it!!
