15 items
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C
- Keep customers loyal
Churn rate
Churn rate is the share of customers who stop buying from you over a set period, usually a month or a year. If you start the year with 100 customers and 10 leave, your annual churn rate is 10%. It's one of the clearest signs of whether customers are happy enough to stick around.
- Keep customers loyal
Customer experience
Customer experience (CX) is how it feels to deal with your business, from the first time someone finds you to long after they've made a purchase. It's made up of every interaction they have with you, big and small. Good CX makes customers want to come back and tell their friends about you.
- Keep customers loyal
Customer journey
A customer journey is every step someone goes through with your business, from first hearing about you to buying, and (hopefully) coming back. Mapping it means writing those steps down from the customer's point of view. It shows you where people get stuck or fed up, so you can fix those moments.
- Keep customers loyal
Customer onboarding
Customer onboarding is how you welcome new customers and get them up and running. It usually covers the first few weeks after someone signs up. A good start reassures people they've made the right choice, and makes them far more likely to stick around.
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- Attract more customers
Marketing Qualified Lead
A marketing qualified lead (MQL) is someone who's shown enough interest, and looks enough like a good customer, that it's worth passing them to sales. They might have downloaded a guide or visited your pricing page a few times. They're interested, but not quite ready to buy yet.
- Stand out from your competitors
Messaging framework
A messaging framework is a cheat sheet for what your business says about itself. Your most important message goes at the top, with a few supporting points and some proof underneath. That way, everyone on your team tells the same story.
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V
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