Customer Retention & Churn

Are you losing too many consumers?

Consumers stop buying, stop using your product or stop renewing a subscription, and you do not know what makes them leave.

Keeping a consumer costs less than acquiring a new one, but to keep them you need to know when they leave, why, and which signals come first.

This is for you if
  • You do not know when you lose consumers.You cannot see the moments in the journey where purchases, usage or engagement drop.
  • You do not understand why they leave.You do not know whether the cause is the price, the experience, the product or an unmet need.
  • You cannot anticipate the churn.You only recognise the problem once consumers have already stopped buying or renewing.
  • Your loyalty strategies are not working.You invest in offers and initiatives without knowing which of them produce concrete results.
Our method
  1. 01

    Identify when and where you lose consumers

    We analyse consumer behaviour along the journey to pinpoint the moments where purchases, usage or engagement fall away.

    The techniques we use
    • Customer Journey Analyticswe analyse interactions with the brand to recognise the critical moments that come before churn.
    • Funnel & Drop-off Analysiswe identify the stages of the journey where consumers break off their experience.
    • Cohort Analysiswe compare groups of consumers acquired in different periods or through different channels to identify retention patterns.
    The result

    You find out where and when you lose consumers, which segments leave most often and which moments of the journey need the most attention.

  2. 02

    Understand why consumers leave

    We go beyond the numbers to understand the motivations, the difficulties and the unmet expectations that lead consumers to stop buying or using a product.

    The techniques we use
    • Churn Interviews & Exit Surveyswe gather feedback from consumers who have left in order to understand their reasons.
    • Usability Testingwe find usability problems and difficulties that can damage the experience and encourage churn.
    • Consumer Satisfaction & Loyalty Researchwe measure satisfaction, perceived value and the intention to keep using or buying the product.
    The result

    You understand what pushes consumers to leave, which problems damage their experience and which improvements can support loyalty.

  3. 03

    Predict which consumers are at risk

    We use AI and machine learning to spot the signals that come before churn and identify the consumers to act on before they break off the relationship with the brand.

    The techniques we use
    • Churn Predictionwe build predictive models to estimate the probability that a consumer stops buying, using the product or renewing.
    • Predictive Risk Scoringwe assign risk scores to identify the consumers who need the most attention.
    • Behavioural Pattern Detectionwe analyse changes in buying and usage habits to identify early signals of disengagement.
    • Survival Analysiswe estimate when churn might happen and how the risk changes over time.
    • Customer Lifetime Value at Riskwe combine churn risk with the economic value of consumers to single out the most significant potential losses.
    The result

    You identify consumers at risk early, you understand which signals come before churn and you can concentrate retention work on the segments that matter.

  4. 04

    Reduce churn and build loyalty

    We turn insight into concrete action to improve the consumer experience, strengthen the relationship with the brand and encourage repeat purchases and renewals.

    The techniques we use
    • Retention Strategy Optimisationwe build loyalty strategies around the behaviour, the needs and the value of each segment.
    • AI-Powered Personalisationwe personalise communications, content and experiences around preferences and behavioural signals.
    • Next Best Action Modellingwe identify the most promising actions to re-engage consumers at risk.
    • Uplift Modellingwe estimate which consumers are most likely to be influenced by a specific retention initiative.
    • UX & Onboarding Optimisationwe improve the experiences and journeys where difficulty and drop-off are highest.
    • A/B Testing & Experimentationwe test messages, offers, experiences and interventions to measure which strategies genuinely improve retention.
    The result

    You build more targeted retention strategies, improve the consumer experience and identify the most effective moves to reduce churn and raise repeat purchases.

Not every technique and every solution fits every company. In a free consultation we go through your challenges, your goals and your growth opportunities together, to find the approach that works best for your business.