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Amazon uses the three pillars of customer retention to put customers at the heart of everything the company does. They: Make it about the customer Build trust and form relationships, and Continuously engage customers These three pillars of customer retention are also linked to Nir Eyal’s Hooked Model. But wait, there’s more.
With 20+ desktop and mobile apps, it facilitates various features like design, video editing, webdevelopment, photography, and more for around 15 million subscribers. As a constantly upgrading SaaS company, it’s dollar-based net retention rate exceeded 146% which naturally depicted how customers loved the upgrades.
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