Module 5: Retention

The retention stage focuses on getting customers to come back and buy again.

The Retention Stage Explained

Learn what the Retention stage is, which metrics are worth measuring, and what marketing channels can move the needle.

Customer Lifetime Value (LTV)

Customer Lifetime Value (LTV) refers to the revenue you receive from a single customer over the entire course of their relationship with you. This is extremely important to measure if you offer recurring services to your customers (weekly, monthly, quarterly, etc.).

Net Promoter Score (NPS)

Net Promoter Score (NPS) refers to the percentage of your customers who are willing to recommend your company. It’s based on a survey that asks respondents, “On a scale of 0-10, how likely are you to recommend {COMPANY} to a friend or colleague?”

Customer Churn Rate

Customer Churn Rate refers to the percentage of customers you lose during a given period. For local service businesses, this usually means customers who cancel their recurring service(s) OR customers who fail to make a repeat purchase within a specified window. 

Learn How to Set SMART Goals

Setting SMART goals helps you clarify your ideas, focus your energy, and use your resources wisely. To help you get started, we’ve created a FREE template with all the tools you need to set (and achieve) your most important marketing goals.

Run Your First Marketing Experiment

In order to figure out which marketing channel will work for your business, you need to run experiments early and often. So we created FREE Test and Learn Cards with instructions so you can get started today. Now, running marketing experiments is easy!

Ready to get started?

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