Customer retention has become a crucial aspect for sustainable growth and success in any eCommerce or brick-and-mortar business. One of the key metrics that directly impacts a company's longevity is customer churn.
But what is churn, and how does it affect businesses?
Well, imagine you're running a successful wholesale spices business, and you have a bunch of loyal customers and restaurant businesses who love your custom spice blends. But then, for various reasons, some of them start leaving, seeking alternatives elsewhere. This departure of customers is what we call "customer churn," and it can significantly impact your company's bottom line.
Let’s look at what customer churn is and how to calculate annual churn rate.
What is Customer Churn?
Customer churn is the sales metric that measures the rate at which customers stop using the products or services of a business. In other words, customer churning is when loyal customers discontinue their relationship with your business.
Now, it is normal for B2C, D2C, and B2B businesses to lose customers. However, when it is becoming more frequent and begins to negatively impact your bottom line, then there is a problem and you should be worried.
Key Takeaway: High churn rates can be detrimental to your business. Whether you own a wholesale distribution business, a restaurant business, or even a subscription box business, losing customers is a huge deal.
One, it can lead to revenue losses. Secondly, it will definitely increase your eCommerce marketing expenses and customer acquisition costs. Besides these, a high customer churn rate will leave a dent on your company’s reputation and brand image.
Churn reduction should be a priority, because it directly affects the customer lifetime value and the growth of your business. Implementing eCommerce marketing and sales management strategies that will improve guest retention and enhance customer satisfaction is important,
However, you need to understand the reason your customers are leaving in the first place. Checking your churn data will help you know what went wrong and how to fix it.
So, what are the main reasons for customer churning? Let’s see.
What is the Main Cause of Churn?
At this point, it is important you understand that the causes of customer churn are dependent on a number of factors, including your industry, the type of your business, and the characteristics of your customer base.
For instance, let’s say you own a coffee shop that sells cold brew coffee, nitro coffee, matcha vs coffee, and other coffee beverages. Without a doubt, your cafe’s menu offerings have gained immense popularity among health-conscious consumers looking for unique and flavorful alternatives to coffee.
Now, where customer churning may arise is if your coffee shop fails to keep up with changing coffee trends or stops introducing new and exciting flavors. There will also be problems if you source your wholesale coffee beans and other wholesale restaurant supplies from unreliable wholesale food distributors.
Customers will turn elsewhere when their expectations are not met. As a result, you lose your loyal customers and have to spend more money to gain their trust back.
Now, this scenario is specific for the food and beverage industry. It may be a different ball game for wholesale businesses.
You may have to look at your customer data, eCommerce analytics reports, and other sales metrics to find out what’s going wrong. Still, there are some general causes of customer churn we can look at.
Here they are:
- Poor Customer Service: Customers are more likely to churn if they experience unsatisfactory customer service, including slow response times, unhelpful support, or lack of personalized assistance.
- Product or Service Quality Issues: If the product or service fails to meet customer expectations, is plagued with recurring problems, or lacks essential features, customers may seek alternatives.
- Competitive Offers: Customers may switch to competitors if they find better deals, wholesale vs retail prices, or promotions elsewhere.
- Lack of Engagement: When customers don't feel valued or connected to the brand, they may lose interest and churn. Lack of communication and engagement can contribute to this problem.
- Changing Customer Needs: As customers' preferences, requirements, or circumstances change, the product or service they once valued may no longer align with their current needs.
- Billing or Payment Issues: Difficulties with vendor billing, invoice processing errors, or complicated online payment processes can frustrate customers and lead to churn.
- Negative Reviews or Word-of-Mouth: Negative feedback from other customers or poor online reviews can influence potential buyers and lead to churn.
- Unmet Expectations: If customers' expectations were not properly set during the sales process and the reality of the product or service falls short, they may become dissatisfied and churn.
- Lack of Onboarding or Training: For businesses offering complex products or services, insufficient onboarding or training can result in customers feeling overwhelmed and abandoning their usage.
- External Factors: Economic changes, shifts in industry trends, or unforeseen events can impact customer behavior and contribute to churn.
What are the 4 Types of Churn?
There are generally four main types of churn that businesses commonly encounter. Each type represents a distinct category of customer attrition, and understanding them is crucial for developing targeted strategies to address the underlying reasons.
The four types of churn are:
- Voluntary Churn: Voluntary churn occurs when customers actively decide to discontinue their relationship with a company. This decision may result from factors such as dissatisfaction with the product or service, finding better alternatives elsewhere, or changes in personal circumstances. Voluntary churn can be influenced by various factors, including wholesale vs retail pricing, customer service, and overall customer experience.
- Involuntary Churn: Involuntary churn happens when customers are forced to terminate their relationship with a company due to circumstances beyond their control. For example, this may occur if a customer relocates to an area where the company does not offer services or experiences financial difficulties, leading to non-payment and account termination.
- Deliberate Churn: Deliberate churn refers to a situation where a company strategically chooses to terminate or discontinue its services for certain customers. This decision is usually based on factors such as unprofitability, risk mitigation, or customers' failure to adhere to the company's terms and conditions.
- Reactive Churn: Reactive churn takes place when a company reacts to customers' actions or behaviors, leading to the termination of the relationship. For instance, this could involve terminating an account due to a customer's repeated late payments or a breach of the company's policies.
How Do You Know if a Customer Will Churn?
Just like sales forecasting, predicting customer churn is a complex task that involves analyzing various data points and customer behavior. While it is not always possible to determine with absolute certainty whether a customer will churn, businesses can use data-driven approaches and predictive analytics to identify potential churn indicators.
It's essential to note that while these methods can help identify potential churn, they are not foolproof. Customer behavior is dynamic and influenced by various factors, making churn prediction an ongoing process.
Here are some common methods used to assess the likelihood of customer churn:
- Churn Analysis: Conducting churn analysis involves examining historical consumer data to identify patterns and characteristics associated with customers who have churned in the past. This analysis can reveal common trends and behaviors that might signal potential churn.
- Usage Patterns: Monitoring customer engagement and product usage patterns can provide valuable insights. A sudden decline in usage or a decrease in the frequency of interactions with your product or service might indicate a higher risk of churn.
- Customer Feedback and Surveys: Collecting feedback from customers through surveys or customer support interactions can help identify dissatisfied or unhappy customers. Negative feedback or recurring complaints can be warning signs of potential churn.
- Customer Behavior Segmentation: Segmenting customers based on various attributes, such as demographics, purchase history, or product usage, can highlight groups with different churn risks. Understanding the characteristics of high-risk segments can guide targeted retention efforts.
- Predictive Analytics: Leveraging machine learning and predictive modeling, businesses can build churn prediction models based on historical data. These models can analyze various customer attributes and behaviors to estimate the likelihood of churn for individual customers.
- Customer Engagement Metrics: Tracking customer engagement metrics, such as website visits, email open rates, and click-through rates, can indicate how actively involved customers are with your brand. Lower engagement rates might suggest potential churn.
- Loyalty and Retention Programs: Monitoring the response to loyalty programs and retention efforts can help identify customers who are not responding positively to these initiatives, indicating a higher risk of churn.
- Early Warning Indicators: Certain events or actions by customers may act as early warning indicators for potential churn. For example, customers who initiate a cancellation process or downgrade their subscription might be signaling their intent to leave.
How to Calculate Customer Churn Rate
So, how do you calculate the customer churn rate for your business? It’s simple!
Here's the formula to calculate customer churn rate:
Customer Churn Rate = (Number of Customers Churned in a Time Period / Total Number of Customers at the Start of the Time Period) x 100
Here's an example to illustrate the calculation:
Let's say a coffee shop had 500 customers at the start of the quarter (Q1), and during that quarter, 50 of those customers stopped visiting the shop or making purchases.
Customer Churn Rate = (50 / 500) x 100 = 10%
In this example, the customer churn rate for the coffee shop during the first quarter was 10%. This means that 10% of their customer base churned during that three-month period.
Calculating churn rate regularly and tracking it over time can provide valuable insights into customer retention trends, helping businesses assess the effectiveness of their strategies and make data-driven decisions to improve customer loyalty and reduce churn.
Annual Churn Rate Formula
Annual Churn Rate = (Number of Customers Churned during the Year / Total Number of Customers at the Start of the Year) x 100
Frequently Asked Questions About Customer Churn Rate
By now, you understand just how important customer churn rate is to your business. Knowing how to calculate your customer churn rate will help you know when there is a need to create and implement the churn reduction strategies.
While it’s good to track and manage other sales metrics like your average deal size, sales win rate, average sales cycle length, sales efficiency, and other B2B vs B2C sales processes, customer churn rate is still the key indicator of the health of your business. It is important to combine the knowledge of your sales metrics and customer churn rate to make data-driven decisions for your business.
Let’s answer a few more questions about customer churn rate:
What are the two main types of customer churn?
The two main types of customer churn are:
- Involuntary churn
- Voluntary churn
What is another word for customer churn?
Another word for customer churn is customer attrition.
What makes customers churn?
Factors that make customers churn include:
- Poor customer service and support
- Low product or service quality and performance
- Strong competition offering better deals or features
- Lack of engagement and communication from the company
- Changing customer needs and preferences
- Billing or payment issues
- Negative word-of-mouth or online reviews
- Unmet customer expectations
How do you overcome customer churn?
Here are some ways you can overcome customer churn:
- Focus on exceptional customer service and support to address customer issues promptly and effectively.
- Regularly collect and analyze customer feedback to identify areas for improvement.
- Offer loyalty and rewards programs to incentivize customer loyalty.
- Engage customers through personalized communication and targeted marketing campaigns.
- Continuously innovate and enhance your products or services to meet evolving customer needs.
- Build strong relationships with customers through community engagement and personalized interactions.
- Implement data-driven churn prediction and preventive measures to identify and address potential churn risks.
- Leverage customer success teams to proactively support and guide customers throughout their journey.