Fexingo
Customer Retention with Fexingo: Loyalty, LTV, and Keeping Customers for the Long Run
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 c...
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Episodes
Why High LTV Customers Still Leave You 22.05.2026 9:19
Episode 5 of Customer Retention with Fexingo digs into a puzzle every marketer faces: why do your most valuable customers—the ones with the highest lifetime value—still churn? Lucas and Luna unpack the 'loyalty tax' problem using the case of Warby Parker's transition from online-only to retail stores. They explore how convenience gaps, brand drift, and emotional detachment cause your best segment...
Why Customer Retention Falls Off a Cliff After Month One 22.05.2026 10:12
Lucas and Luna dig into the 'month-one cliff' — the sharp drop in customer retention that plagues most subscription and SaaS businesses. They break down real data from The New York Times' 2023 subscription leak test, showing how 50-60% of new subscribers cancel within the first month. Lucas explains the four common patterns behind early churn: payment friction, poor onboarding, feature confusion,...
The Cohort Curve That Predicts Customer Survival 21.05.2026 8:06
Episode 3 of Customer Retention with Fexingo digs into cohort analysis — the tool that separates guesswork from retention strategy. Lucas and Luna walk through a real example from a mid-market SaaS company that used cohort-based churn data to identify a dangerous drop-off in month three. They explain how to read a retention curve, why the shape of the curve matters more than the overall number, an...
How Subscription Businesses Measure Churn Differently 21.05.2026 10:30
Episode 2 of Customer Retention with Fexingo digs into the two most common ways subscription businesses calculate churn: logo churn vs. revenue churn. Lucas and Luna walk through why a company can lose 10 percent of its customers yet grow revenue — and vice versa. They use a real-world example from a fictional SaaS firm called CloudLaunch to show how a cohort of 1,000 customers behaves over twelve...
The 5 Percent Rule That Predicts Customer Retention 19.05.2026 7:49
In the premiere episode of Customer Retention with Fexingo, Lucas and Luna start with a startling number: a five percent improvement in retention can boost profits by 25 to 95 percent, according to a famous Bain & Company study. But that stat is often misused. Lucas walks through the actual math behind customer lifetime value, using a subscription box company — let's call it Curated Crates — to sh...
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