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Hosted by Fexingo · 🇺🇸 US · EN · 105 episodes
Established thought leaders with verified media credentials.
Customer retention is the quiet engine of durable businesses, yet most companies obsess over acquisition. In this show, Lucas and Luna examine why loyalty economics often beats the acquisition treadmill — and how to build systems that keep customers choosing you, year after year. They walk through real cohort data from subscription businesses, SaaS platforms, and retail loyalty programs, asking the hard questions: What does a healthy retention curve actually look like? When does a loyalty program become a liability? How do you calculate LTV with enough precision to make pricing, service, and churn-intervention decisions? Lucas brings the numbers — churn rates by vintage, net revenue retention benchmarks, and the unit economics behind 'free shipping' and 'points' — while Luna pushes on the human side: why do customers really leave, and what can a support team do about it before the cancel button is clicked? Together, they dissect case studies like Starbucks Rewards, Amazon Prime’s flywh
Fexingo hosts Customer Retention with Fexingo: Loyalty, LTV, and Keeping Customers for the Long Run, a business show with 105 episodes published.
In this episode of Customer Retention with Fexingo, Lucas and Luna explore a counterintuitive retention strategy: paying customers to cancel. They examine how streaming services like Spotify and dating apps like Hinge us
In this episode of Customer Retention with Fexingo, Lucas and Luna explore the counterintuitive power of no-questions-asked refunds. They examine how Zappos built a billion-dollar brand on a 365-day return policy, and ho
In this episode of Customer Retention with Fexingo, Lucas and Luna explore how giving customers control over which support channel they use can actually boost retention. They dive into a real case from a mid-market B2B s
In this episode, Lucas and Luna explore the concept of 'felt understanding' — when a customer believes your company truly gets them on a personal level. They cite a 2025 Qualtrics study showing that customers who feel un
Lucas and Luna explore a counterintuitive retention strategy: priming customers with mild discomfort—like pointing out a blind spot or nudging them toward an upgrade they don't think they need. They dive into how the pro
Ever have a customer who buys from you, refers a friend, and then reviews you online — all in the same week? That's the triple-pay customer. In this episode of Customer Retention with Fexingo, Lucas and Luna unpack the c
This episode explores a counterintuitive retention strategy: proactively asking customers if they should cancel their subscription. Lucas and Luna examine a 2025 study by a team at Stanford and Harvard that found custome
In this episode of Customer Retention with Fexingo, Lucas and Luna explore a counterintuitive retention strategy: deliberately adding friction to make it harder for customers to leave. They dive into why a subscription-b
Episode 124 of Customer Retention with Fexingo explores the radical idea of letting customers set their own price — and why it actually reduces churn. Lucas and Luna break down the research behind pay-what-you-want model
In this episode of Customer Retention with Fexingo, Lucas and Luna explore a counterintuitive retention strategy: giving customers the ability to customize your product — even when it makes your operations messier. They
This episode of Customer Retention with Fexingo explores a counterintuitive strategy: the 'anti-selling' moment. Lucas and Luna discuss how companies like REI and Patagonia have retained customers by actively discouragin
Most subscription businesses set one billing date for everyone: the day they signed up. But a handful of SaaS companies have discovered that letting customers choose their own invoice date — the 1st, the 15th, payday — d
In this episode of Customer Retention with Fexingo, Lucas and Luna explore a counterintuitive retention strategy: charging customers for onboarding. They dive into the case of a B2B SaaS company that cut its churn rate f
Conventional wisdom says price increases drive customers away. But sometimes a thoughtful price hike can actually strengthen retention. In this episode, Lucas and Luna explore the counterintuitive strategy of using price
Episode 118 of Customer Retention with Fexingo argues that deliberate friction can boost loyalty. Lucas and Luna examine why companies like Basecamp and Calm slow down user actions—from trial sign-ups to cancellation flo
In this episode of Customer Retention with Fexingo, Lucas and Luna explore a counterintuitive retention strategy: asking customers to teach you something about their use of your product. They examine a case study from a
In Episode 116 of Customer Retention with Fexingo, Lucas and Luna explore a counterintuitive strategy: deliberately keeping parts of your product rough or incomplete to deepen customer loyalty. They examine how Figma, th
Episode 115 of Customer Retention with Fexingo explores a counterintuitive churn signal: customers who leave because your product solved their problem so quickly that they no longer need it. Lucas and Luna dig into the '
In this episode of Customer Retention with Fexingo, Lucas and Luna reveal a counterintuitive early warning sign for churn that most teams miss: a sudden drop in support ticket volume. They walk through real data from a B
Episode 113 of Customer Retention with Fexingo digs into a counterintuitive retention lever: annual billing. Lucas and Luna explore why asking customers to commit for a full year upfront actually reduces churn, even thou
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Customer Retention with Fexingo: Loyalty, LTV, and Keeping Customers for the Long Run is hosted by Fexingo. The show is categorised under business and has published 105 episodes.
Customer Retention with Fexingo: Loyalty, LTV, and Keeping Customers for the Long Run has published 105 episodes.
Customer Retention with Fexingo: Loyalty, LTV, and Keeping Customers for the Long Run regularly covers business. It sits in the business category.
Customer Retention with Fexingo: Loyalty, LTV, and Keeping Customers for the Long Run is accessible for guests with genuine business expertise. A personalised, episode-aware pitch will still outperform a generic one every time.
Customer Retention with Fexingo: Loyalty, LTV, and Keeping Customers for the Long Run hasn't explicitly signalled guest openness in recent episodes. That doesn't rule out pitching. your hook just needs to be especially compelling and relevant to their recent content.
Episodes of Customer Retention with Fexingo: Loyalty, LTV, and Keeping Customers for the Long Run average 9 minutes. a focused format where a clear narrative arc and tight preparation matter most.
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