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Customer Retention programs?

by microload
7 replies
Hey all.

I'm looking for a program that teaches a systematic approach to customer retention. I run a subscription site and I want to decrease churn as much as possible.

Does anyone know of good links of free and/or paid resources that teach this?
#customer #programs #retention
  • Profile picture of the author edyang
    Good question, I'd be interested as well. Considering how many courses are out there on how to get traffic and leads, I'm surprised there aren't many on reducing churn. Maybe that means it's time for the OP to create a course on the subject?
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    • Profile picture of the author microload
      I think it might be because this entire community is so focused on "one hit wonders" without creating an actual business behind what they're doing...
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  • Profile picture of the author joseph7384
    Forget any programs, the only way is to enhance the perceived value. In other words, focus on making your product better then it already is.
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    • Profile picture of the author chaotic squid
      Originally Posted by joseph7384 View Post

      Forget any programs, the only way is to enhance the perceived value. In other words, focus on making your product better then it already is.
      Totally agree, deliver solid value and always be listening to your customers.

      However, if you're interested in software to help monitor satisfaction and identify customers who have become dissatisfied with your service over time check out

      https://www.clientheartbeat.com/

      Great tool for monitoring long-term satisfaction of your customers with analytics for you to see the problem areas of your business and service.
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  • Profile picture of the author Robert Puddy
    Originally Posted by microload View Post

    Hey all.

    I'm looking for a program that teaches a systematic approach to customer retention. I run a subscription site and I want to decrease churn as much as possible.

    Does anyone know of good links of free and/or paid resources that teach this?
    Without knowing more about what your site is a retention plan would be hard to put together, generalisation wont work for retention plans hence their being no definitive courses for it.

    But if you want a generalisation find away to host part of your product online for them, so they will feel pain if they cancel.

    In fact there is the more general answer, you have to have a system that delivers pain if they cancel.

    Give me a better clue on the content of your site and I might be able to be more specific
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  • Profile picture of the author RidwanM
    Hey,

    From what I know the best way to do customer retention is this:

    - When people purchase your product add them to two lists your "buyers" list but also a list specifically for people who purchase that product

    - In your list for that product have an autoresponder series where you walk people through the product. Eg. send day 1, day 2, day 3 etc. emails which encourages and prompts people to look at the next part of the product.

    - This reminds people of the product and prods them to use it. This way they are regularly reminded about it and hopefully regularly use it rather than them seeing on their bank statement a bill for your product, having not used it at all and going and cancelling it
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  • Profile picture of the author MarkAse
    Give us some more info....what do you sell etc?

    I run a subscription site, it's an online wine club. While we're always working to improve people's experience with our club through better customer service, added offers like discounted wine, trips etc.

    The one thing that keeps people from cancelling above all else is quite simply providing a better product, in this case, shipping better wine.

    Not the most exciting answer I know-
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    My current project, the Uncorked Ventures Wine Club. More coming soon, here.

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