Retention
The journey stage where a customer decides whether to buy again or stay.
Retention queries ask about upgrades, renewals, accessories and alternatives. A brand absent here leaves its own customers to the competition.
Related terms
Post-purchase
The journey stage after buying, when a customer asks how to use, fix or return what they bought.
Referral
The journey stage where a customer recommends the brand to others.
Customer journey stage
A step a buyer goes through, from discovery to referral, each with its own queries.
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