Engagement Metrics: Listen for the Sound of Customers Leaving

Some brands simply hang onto email subscribers better than others. They develop stronger relationships, more organic list growth, spend less on acquisition, and their customers’ lifetime values are higher — often dramatically so — than their competitors’. Among the differences between these leaders and the brands they outperform is systematic early intervention to anticipate and stem subscriber attrition. For many, engagement metrics are critical to detecting the first signs of flagging interest.