For eCommerce and DTC brand owners, CX and customer retention managers, fulfilment and post-purchase specialists, marketing and growth leads accountable for repeat revenue, loyalty and lifecycle teams, and support or contact-centre managers who want to understand why their healthiest-looking metrics may be hiding their biggest losses, and how to catch churn before it walks out the door.

Most unhappy customers never complain, they just quietly stop buying, and a clean support dashboard makes that loss invisible. This session shows how to spot silent churn early and reach customers in the post-purchase window before doubt turns into a decision to leave. The result: fewer customers lost without a word, and more turned into repeat, loyal buyers.

What you can expect to takeaway:

• How to read past vanity metrics (low complaints, high CSAT) and spot the silent churn your KPIs never count
• The true economics of silence: why re-buying lost customers is a treadmill, and where post-purchase profit actually lives
• A practical model for closing the loop early, turning service recovery into a loyalty and reorder engine

Level it's for: Director / Head of / Senior Manager (CX, Customer Retention, Marketing, eCommerce, and Fulfilment leadership)