Customer churn saps profits and stunts growth. But it’s fixable.
Use our RERI framework: Research, Engage, Retain, Iterate.
RERI is a 4-part cycle:
π. ππππππππ (ππ§π¨π° ππ‘π² ππ‘ππ² ππ¨):
β Churn Analysis: Segment by demographics, plan, channel, etc.
β Feedback Loops: Collect surveys, in-app feedback, support data.
β Usage Analytics: Track usage, engagement, and early red flags.
β Distinguish: Voluntary from involuntary churn.
π. ππππππ (ππ«π¨ππππ’π―π ππ§πππ«π―ππ§ππ’π¨π§):
β Personalized communication: Talk to them like friends!
β Target Voluntary Churn: Value reinforcement, incentives.
β Target Involuntary Churn: Payment reminders, grace periods, dunning.
π. ππππππ (ππ‘π ππ¨ππ₯):
β Win-Back Campaigns: Target churned customers with tailored offers.
β Continuous Value: Highlight value, new features, and support.
β Community Building: Forums, events, or exclusive content.
π. πππππππ (ππππ«π§ & ππππ©π):
β A/B testing: Experiment with retention tactics.
β Performance monitoring: Track key metrics.
β Feedback incorporation: Continuously refine approach, systems.
That’s it.
This is how you fix your customer retention, in practice.
