Customer retention is the ability of a company to retain its customers over a period of time.
The reason why customer retention is important is that it is your existing customers who are more likely to sustain your business. Moreover, it takes more money, time, and effort to try and acquire a new or potential customer.
Despite this, as a business, you are bound to lose customers. As a business owner, you can use this dashboard to understand how many customers you lost by employee or based on the services you provide in a given period based on the filter Retention (in days).
The Lost Customers dashboard has the following filters:
- Start Date, End Date: Use these filters to specify the date range to track details regarding appointment time at your centers. For example, which day of the week and which time of the day do guests prefer for appointments. Note: These filters apply to all the charts.
- Retention (in Days): Use this option to specify the Retention period in days such as 30, 60, 90 days.
- Zone Name: Use this option to filter all the charts based on the Zone you select.
- Centre Name: Use this option to filter all the charts by the Center you select.
- Guest Gender: Use this option to filter all the charts by Male, Female, or Not Applicable or All guests respectively.
- Guest Type: Use this filter to specify the Guest Type such as Existing Guest, New Guest, or All.
- Is Member: Use this filter to specify whether you want to see data only about guests who are members.
- Employee Name: Use this filter to specify employee names for whom you wish to see data.
- Employee Job Name: Use this filter to specify the job of the employee if you wish to see data by different jobs in your organization.
- Service Category: Use this option to filter based on service category. For example, if you choose hair services as the business unit earlier, you can further filter down to services such as hair spa, hair treatments, and hair replacements.
- Service Name: Use this option to filter based on name of the service - for example hair color.
Lost Customers by Employee
This table shows by employee, how many customers visited your business only after 120 days after their previous visit.
This chart therefore gives you insights about which employees are probably not servicing their guests well enough.
Lost Customers by Service
This table shows by service, how many customers visited your business after 120 days after their previous visit.
This chart therefore gives you insights about some of the services that are not doing well - as business owners you can try different strategies to get customers to come back for these services such as running campaigns on them or offering discounts.