Big Ideas, Real Impact

Example of a successful retention flow where the customer not only renewed, also included a note of gratitude for the flow

“I hadn’t planned to renew, but 'you’re killing me’ campaign was so clever. I couldn’t say no!”

This older campaign wasn’t clever. This was a system put in place to appeal to a very well researched segment of a well researched customer base. Clever is luck. This thank you from a now loyal customer is the result of:

  • Collecting and analyzing data

  • Understanding triggers

  • Surveying customers

  • Putting a system into place that reminds the customer of why they subscribed

The Lifecycle Framework

  1. Evaluate what is in place currently

  2. Evaluate effectiveness of current systems

  3. If necessary, create additional pathways & automate where possible

  4. Evaluate and recommend additional channels where applicable

What Success Looks Like

  1. Fewer cancellations before shipment

  2. Higher shipment success rate

  3. Fewer angry or confused emails about late/missing shipment

  4. Visibility into who’s at risk

  5. Ultimately, reduced churn and higher revenue