If your customers are leaving and you can't understand why, there's still hope. In times of urgency, consider replacing your in-app cancelation flow with manual cancelation until your retention improves.
You might be wondering why this Growth Bite contradicts yesterday's. After all, manual cancelation undermines user experience, right? Well, when Josh Pigford of Baremetrics was battling a 13% churn rate and couldn't get enough actionable feedback despite surveying customers in his cancelation flow, he turned to drastic measures. He removed his in-app cancelation but, importantly, still made it incredibly easy to cancel manually by offering multiple channels (live chat, in-app messaging, email, twitter, phone) and responding quickly. Suddenly, his team was able to get tons of great feedback while preventing roughly 15% of cancelations. In fact, he says this saved his business. He held the course until he'd gotten enough feedback to cut his churn in half (2 years), and then finally allowed in-app cancelations again.
Beware: This is a Hail Mary which could negatively impact relationships, so use it with caution and only when you’re out of options (if at all).
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