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
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What is Customer Retention with Fexingo: Loyalty, LTV, and Keeping Customers for the Long Run?
Customer Retention with Fexingo: Loyalty, LTV, and Keeping Customers for the Long Run is a business podcast hosted by Fexingo, with 157 episodes on record and a Required Pod Score of 80. PitchCentric scores this show on Booking Probability, Listen Score, and live audience signals refreshed every 24 hours.
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Fexingo hosts Customer Retention with Fexingo: Loyalty, LTV, and Keeping Customers for the Long Run, a business show with 157 episodes published.
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Episode #164
How a Ski Resort Cut Churn with a Summer Pass
Aug 21, 202610 minS4
Ski resorts face a brutal retention problem: customers vanish the moment the snow melts. In this episode, Lucas and Luna look at how a Colorado ski resort kept its season-pass holders engaged through summer by turning the pass into a year-round membership. They break down the economics—how a summer loyalty program shifted the resort's revenue mix, why the first ninety days after the last chairlift ride matter most, and what other seasonal businesses can steal from the playbook. Expect concrete numbers, a look at the psychology of sunk costs, and a reminder that retention isn't about the product—it's about the relationship. If you're in any seasonal or cyclical business, this one's for you. #SeasonalBusiness #CustomerRetention #SkiResort #LoyaltyProgram #YearRoundMembership #SunkCost #RevenueMix #OffSeason #ChurnReduction #CustomerLifetimeValue #Marketing #RetentionStrategy #BusinessPodcast #FexingoBusiness #LucasAndLuna #CustomerSuccess #MembershipModel #BehavioralEconomics Keep every episode free: buymeacoffee.com/fexingo
How a Meal Kit Service Cut Churn with a Flexible Plan
Aug 20, 20266 minS4
Meal kit companies are notorious for churn, but one regional player found a way to keep subscribers by rethinking the structure of their plan. In this episode, Lucas and Luna explore how switching from a rigid weekly subscription to a flexible points-based system cut cancellation rates by nearly 40 percent. They dig into the psychology behind commitment and flexibility, why giving customers control over their delivery schedule builds loyalty, and how the company used exit surveys to pinpoint the real reason people were leaving. If you've ever wondered whether flexibility can actually boost retention in a subscription business, this episode has the answer. #MealKitRetention #SubscriptionChurn #FlexiblePlans #CustomerLoyalty #RetentionStrategy #ChurnReduction #Marketing #FexingoBusiness #BusinessPodcast #CustomerRetention #LTV #SubscriptionBusiness #PointsSystem #ExitSurveys #CustomerBehavior #Commitment #Flexibility #DataDrivenMarketing Keep every episode free: buymeacoffee.com/fexingo
How a Farm App Keeps Customers with a Virtual Wallet
Aug 19, 20268 minS4
In this episode of Customer Retention with Fexingo, Lucas and Luna explore how a farm-to-table delivery app in the Midwest uses a virtual wallet to boost retention by 18 percent. They break down the psychology of pre-paid credits, why the wallet creates a sunk-cost tether, and how the company's approach to transparency and flexibility builds long-term loyalty. Along the way, they discuss the broader lesson for any subscription business: when you give customers a reason to feel invested, they stick around. Tune in for a practical, numbers-driven look at a retention strategy that goes beyond discounts and into behavioral economics. #CustomerRetention #RetentionStrategy #VirtualWallet #FarmToTable #SubscriptionBusiness #BehavioralEconomics #SunkCost #CustomerLoyalty #Marketing #Business #FexingoBusiness #BusinessPodcast #RetentionMarketing #CustomerSuccess #ChurnReduction #LTV #LoyaltyProgram #PrepaidCredits Keep every episode free: buymeacoffee.com/fexingo
In this episode of Customer Retention with Fexingo, Lucas and Luna explore the counterintuitive power of loss leaders in customer retention. They dive into the classic Costco hot dog combo — a $1.50 price point that hasn't changed since 1985 — to understand how a product that loses money can actually deepen customer loyalty and drive long-term value. With case studies from grocery chains, software companies, and even a local bike shop, they explain the mechanics: how loss leaders lower the barrier to entry, create emotional anchors, and increase switching costs. They also discuss when loss leaders make sense and when they backfire, sharing a cautionary tale from a startup that misread its margins. Listeners will learn how to identify opportunities for strategic loss leaders in their own businesses, measure the true ROI, and avoid common pitfalls. This episode is packed with concrete numbers and real-world examples that you can apply immediately. #LossLeader #CustomerRetention #Costco #HotDogCombo #RetentionStrategy #Loyalty #Marketing #BusinessPodcast #FexingoBusiness #RetentionMarketing #CustomerLoyalty #PricingStrategy #SwitchingCosts #EmotionalAnchors #ROI #ChurnReduction #CaseStudy #Podcast Keep every episode free: buymeacoffee.com/fexingo
How a Coffee Subscription Cut Churn with a Bean Swap
Aug 17, 20268 minS4
In this episode of Customer Retention with Fexingo, Lucas and Luna dive into the surprising retention strategy behind Blue Bottle Coffee's 'Bean Swap' program. When customers get bored with their usual roast, Blue Bottle invites them to swap it for something new—at no extra cost. Lucas breaks down the psychology of 'variety-seeking churn' and how a simple swap can reset a customer's excitement without overwhelming them with choices. Luna shares her own experience of switching from a standard subscription to a rotating one, and they discuss what B2B SaaS can learn from a coffee roaster's approach to reducing boredom-driven cancellations. They also explore the data behind the program: a reported 15% reduction in churn among participants, and how the company uses behavioral triggers to offer swaps at just the right moment. The episode wraps with a reflection on whether 'controlled variety' might be the key to long-term loyalty in any subscription business. #BlueBottleCoffee #BeanSwap #CoffeeSubscription #CustomerRetention #ChurnReduction #VarietySeeking #BehavioralTriggers #SubscriptionModel #Loyalty #LTVCustomer #MarketingStrategy #CustomerSuccess #RetentionMarketing #FexingoBusiness #BusinessPodcast #Marketing #CustomerExperience #RetentionTactics Keep every episode free: buymeacoffee.com/fexingo
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