Topics discussed in this episode: Triaging customer feedback At Loomly they view retention as a tripod. The customer success team looks at data and helps to work with customers, the engineering team builds features and fixes bugs, and the management team works on growth and strategy. As they grow, the entire team is obsessed with scaling the feedback loop to make sure they stay in touch with customers and understand all concerns. Term optimization The folks over at Loomly make sure to offer an annual subscription both at sign up and once a monthly user has been using the product for a few c ..read more

Topics discussed in this episode: Indicators of Engaged Users As Janna says, they look for the number of comments on the app as it’s a clear indicator of someone testing it out to see if it works. They also look at if a user is integrating another tool on the app. Folks who fail with integrations and may not post as much aren’t likely to stick around in the long run. Predicting Churn A huge part of what the folks at ProdPad have been doing is trying to figure out which activities people are or aren’t doing before they churn. The data is transferred to the CS team who then reach out to custo ..read more

Topics discussed in this episode: Options to provide when cancelling With wine delivery, Winc often runs into problems with delivery when no one is able to sign for the package which can lead to cancellations. In the cancelation flow they make sure to address this issue by educating customers on alternative options they may not have thought of such as getting it delivered to a FedEx location or a local Walgreens. Focusing on the second month retention At Winc, they use a first time incentive to acquire customers. Delivering a fantastic product is great, but it's about setting the right expe ..read more

Topics discussed in this episode: Keeping churned customers in the company biome During the cancellation process the team asks questions but is careful not to over do it. Customers can still keep their account and still get access to the free tools and white papers that are available. Kelly understands that a cancelled customer does not necessarily mean they are gone for good so they make it easy to return. Figuring out what a successful customer looks like It isn’t always an easy task but replicating success is tantamount to reducing churn. When you examine your app and look for movement p ..read more

Topics discussed in this episode: Moving away from the "solution-first" mindset As Kevin puts it, they try not to just keep fixing every single problem a customer comes to them with. Instead they gather data around the underlying problem and use that to improve the product. Instead of making faster horses, Meister is trying to evolve into cars. Activation is the first step in retention If folks sign up but don’t activate, writing an email to ask what happened can illuminate problems in your onboarding process. A customer who doesn’t understand the product in the first place is unlikely to s ..read more

Check out the full writeup here. Topics discussed in this episode: Going to where your customers already are Supercast has a philosophy to not try and take listeners away from the platforms they are familiar with. They are able to cut down the number of steps for fans to support their favorite podcast enabling Supercast to have an advantage in keeping folks around due to the inherent value of being easy to get to. Making cancellation reasons easily accessible to the team. At Supercast, they feed all reasons for cancellation into one slack channel. This way as Jason says, he can check in per ..read more

Check out the full writeup here. Topics discussed in this episode: Eating your own dog food It’s essential to know how your products work from a customer perspective. At Close, Stephany says that the sales and CS team both use the product on a day to day basis. It’s easy to put yourself in the shoes of your customers when you already are there in the first place Learning from customer feedback When you listen to your customer, you will no longer have to wonder what is wrong with your product or how you can make them stay. They will proactively point out the areas in your product that they w ..read more

Check out the full writeup here. Topics discussed in this episode: Drive automation to form as many connections as possible Segmenting clients is the first step in retaining them. Different clients have different MRR and different needs. Utilizing automation tools to determine segments will cut time spent in figuring out customer problems to get quicker answers. Gather information in the cancellation flow We talk a lot about adding friction to the cancellation process but Maja illuminated that often times different segments require different cancellation processes. It might be better to rea ..read more

Check out the full writeup here. Topics discussed in this episode: Utilizing Social Proof Search your company name, a hashtag, or other key phrases on twitter to see what folks are saying about you. Automation and outsourcing is your friend here if the operation becomes too time intensive. Otherwise set up a time periodically to review any social proof that is out there. Implementing exit surveys to figure out reasons for churn There are all sorts of reasons folks will stop using your product. Adding a little bit of friction to the cancellation process can have a big impact on unlocking ret ..read more

Check out the full writeup here. Topics discussed in this episode: Acquiring customers the “right” way At Trade Coffee, they use data to make sure they get people coffee that they are guaranteed to love. There's a bright line between doing what’s necessary to acquire the right kind of customers the right way versus acquiring customers and figuring out how to retain them later.very single interaction with your customer is either a value-add or a value-diminishing interaction. A VOC (voice of the customer program) survey can very easily be a value-diminishing action. Asking for a lot of informa ..read more