Have you ever heard that the best way to prevent an illness is to diagnose it in time ? Well, the same thing happens with your relationship with your customers . The best way to prevent a customer from leaving your company is to identify them beforehand, through metrics such as the Customer Health Score implement this metric .
Customer health score, which in Spanish would be something like the consumer health indicator , is key to increasing the customer retention rate . And you may be wondering how it works? Continue reading to learn more about this important metric and how you can implement it in your company.
Customer health score is a metric that
monitors the relationship between customers and the company. The customer health score acts as an anticipation of customer movements, because it allows identifying when a customer may be at risk or when there may be an australia telegram data 3 million opportunity for the business.
When a customer abandons a brand, it is not a random event or an impulsive act , in most cases. It usually begins with an idea in the customer’s implement this metric head, motivated by various factors, which takes cuba leads shape until it becomes a decision.
This indicator of future customer behavior allows these situations to be anticipated by constantly monitoring the health of the relationship between the company and the customer.
The customer health score works like
a classification, in which each customer receives a score according to the level of commitment, purchase frequency, interests or affinity and other criteria that are important to define the state of the relationship between the customer and the company .
Positive health scores, then, mean america email list that the customer is satisfied and might be willing to make a new purchase. This indicates that there is
On the contrary, negative results are a wake-up call to reinforce actions aimed at improving the customer experience, adding value and implement this metric differentiating . In these cases, the company faces a risk of losing the customer.
It is important to consider that according to Harvard Business Review , acquiring a new customer is between 5 and 25 times more expensive than maintaining a current customer.