Our 2021 Mobile Customer Engagement Benchmark Report is here! Download the report and see how your app stacks up against others in your industry.

We tailor each demo to your specific business needs. See it for yourself and contact us today!

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Guide

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Guide

7 Steps to Product Roadmap Success

Learn how to fight feature creep, deliver the right value, and translate vision into action. Let us help you revitalize your product roadmap today, and help make 2021 your year.

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We tailor each demo to your specific business needs. See it for yourself and contact us today!

Thanks for reaching out! While you wait for confirmation from an Apptentive team member, you may find these free resources to be of interest:

Guide

View resource

Guide

7 Steps to Product Roadmap Success

Learn how to fight feature creep, deliver the right value, and translate vision into action. Let us help you revitalize your product roadmap today, and help make 2021 your year.

Download Now

Loyalty & Retention

25 Techniques to Reduce Mobile Customer Churn

Ashley Sefferman  //  June 23, 2020  //  2 min read

25 Techniques to Reduce Mobile Customer Churn Churn prevention is a top priority for mobile marketers. Keeping existing customers happy and engaged is more cost-effective—and holds more future value—than continuously acquiring new ones.

However, even in the best of times, average mobile customer retention isn’t great. According to research from Appsflyer, MixPanel, and Localytics, average 90-day retention for mobile apps across categories is only between 20-30 percent, leaving lots of room for improvement. Apptentive’s data tells a slightly different story: In the second half of 2019, our customer base saw 43 percent of new consumers across apps stay active. An improvement to be sure, but in our opinion, average churn that is still too high.

So, what triggers mobile customer churn and how do app marketers get a handle on it? In short, it depends. The reasons behind consumer drop-off are incredibly app category-specific. But when we remove most of the category-specific variables, most mobile churn happens because of:

  • Weak relationship building
  • Lack of consumer engagement
  • Poor, reactive customer support
  • Product bugginess
  • Difficult user experience

What many don’t realize is that mobile customer churn can be largely managed with a series of simple improvements, and that boosting retention doesn’t mean you have to completely reinvent the wheel. To help ensure your mobile marketing strategy is as churn-proof as possible, we’ve put together 25 techniques you can use to your advantage.

Mobile Customer Churn Guide Tablet and Laptop

Check out our new guide 25 Techniques to Reduce Mobile Customer Churn for new methods to improve your customer retention!

About Ashley Sefferman

Ashley Sefferman is Head of Content at Apptentive. A digital communication and content strategy enthusiast, she writes about multichannel engagement strategies, customer communication, and making the digital world a better place for people. Follow Ashley on Twitter at @ashseff.
View all posts by Ashley Sefferman >

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