Connect customer retention with loyalty, service, and engagement
The book introduces retention economics and customer loyalty before developing rewards and personalization. Data and service chapters connect customer behavior with timely support and human judgment. Engagement sections examine content, multiple channels, and community, while the closing framework brings responsibilities and measures into a coordinated retention process.
The approach helps make retention a continuing operational concern, with customer feedback and performance evidence informing the next changes.
What you’ll find inside
- Retention economics and customer loyalty
- Rewards and loyalty-program development
- Customer data and personalization
- Proactive service and churn signals
- Community, engagement, and retention measurement
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