How do you measure it?
Pick a period that fits your trade, longer than the usual gap between two visits: 30 days for a café, 90 days for a hairdresser. Churn is the number of customers who were active before that period and didn’t come during it, divided by the number who were active before. A customer who comes every week and hasn’t been seen for a month is a stronger signal than one who comes twice a year.
Why does it matter for a shop?
Winning a new customer usually takes more effort than keeping one you already have. Customers rarely announce that they are leaving; a reminder or an offer sent while they are only drifting away has a much better chance than one sent a year later.
How does Fidelia handle it?
Each customer’s last visit is recorded, so you can see who has drifted away. With Pro, you can send a push notification or an e-mail to customers not seen in 30 days, and set that e-mail as an automation that goes out by itself. Stats show new and returning customers per period, and the CSV export lets you do your own analysis.