Maybe you're uncertain. Maybe you're feeling like important details are missing. Details to allow you to work purposefully on reducing churn and stop letting randomness or continued good luck be a driver of your customer retention.

Are your customers staying nice things online and buying from you because you’ve got the lowest price, or because you’re always in stock? Both or some other reasons why?

What exactly are you doing right by them, what is it that’s keeping your customers from choosing to go with your competitor?