A customer’s continuing preference for and willingness to return to a particular business or brand. Loyalty is reflected in repeat behavior, advocacy, and resistance to competing alternatives. See also: Customer
The degree to which a customer’s experience meets or exceeds expectations. A basic relationship measure that can influence retention, loyalty, and recommendations. See also: Net Promoter Score, Customer Experience, Customer
The adaptation of marketing content, offers, or experiences based on known audience data, behavior, or preferences. A way to make communication more relevant to the individual or segment receiving it.
The percentage of customers who remain active or continue their relationship with a business during a defined period. A key measure of loyalty, satisfaction, and long-term customer value. See also:
A customer loyalty metric based on how likely people are to recommend a company, product, or service. A simple relationship measure commonly used to monitor customer sentiment over time. See
The percentage of customers or subscribers who stop using a product or service during a defined period. A key retention metric that helps reveal whether customers continue to receive value.
The overall impression created by every interaction a person has with a brand before, during, and after a purchase. A broad view of how easy, useful, consistent, and satisfying the
The ability of a business to keep customers active, satisfied, and continuing to buy over time. Retaining customers often supports stronger lifetime value and more efficient growth. See also: Retention
