The cancel button is a search question, too
There is a customer question we sometimes become reluctant to help search engines find: how do I leave?
A place for slower thoughts
Retention Notes
Occasional notes on acquisition and retention for subscription products.
Words by Jay Mills
The archive
4 storiesFrom the notebook
A login is a visit. I'm looking for the moment something became useful.
The first useful action depends on what the service is meant to help somebody do. A successful sign-in is often only the beginning of that story.
An annual plan has a very long interval between answers
A renewal decision months away should change how we describe the evidence today. Early usage can be informative without settling the whole retention question.
Before sending the discount, read the cancellation sentence
A customer leaving because the service no longer fits may need a different response from somebody leaving because they can't understand how to use it.
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