Please check out Cathy’s most recent piece for XBIZ.com, Riding the Retention Roller Coaster, which includes highlights from a recent panel discussion on customer-retention strategies for recurring revenue business.
A recurring theme when it comes to customer retention is that good communication is key. We’ve experimented with a few different aspects of this, as well. For example, consumers are more likely to accept a cancel/keep offer from an agent over the phone than via online chat.
