Why NPS is narcissistic. And ... how to achieve 95% accuracy in predicting churn

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Retention Masterclass

John Koetsier, Peggy Anne Salz

26 episodes

5 days ago

Post-acquisition marketing is massively undervalued. So much marketing to date has been acquisition-focused. Now the top marketers on the planet are turning to customer experience and user retention. We interview them and share their secrets with you.

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Marketing

Business

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Why NPS is narcissistic. And ... how to achieve 95% accuracy in predicting churn

Retention Masterclass

29 minutes 1 second

4 years ago

Why NPS is narcissistic. And ... how to achieve 95% accuracy in predicting churn

Forecasting leaky buckets is super-helpful whether you're adding new users to your mobile app or new customers to your SaaS startup. In this episode of Retention Masterclass, Peggy Anne Salz and John Koetsier chat with Lift founder and CEO Dan Hestbaek.

He works with companies in 90 countries to reduce church by an average of 30% and is able to predict church with astounding accuracy. But NPS is not a great measure, according to Dan.

We chat about why ... the signs of churn ... the causes ... the solutions ... and how to stop churn before it even starts.