Episode 42 - Catch Up?

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📰 Episode 37: What are ‘Moments of Truth’ anyway? 

Moments of truth are critical, sometimes seconds-long interactions that can make or break customer retention. Unlike broader customer life stages, these fleeting moments - like the first app open, a broadband installation, that very first gym visit, or navigating the first page of a cancel flow - can be critical to customer retention.  To optimise retention, brands must first identify these moments and then proactively shape them to help customers better achieve their desired outcomes. 

📰 Episode 38: Who’s responsible for retention? 

Retention is the sum of all customer interactions across the retention hierarchy of needs, yet no single department is fully accountable. Marketing may focus on acquisition at the cost of retention, customer service may cut costs, and product teams may reduce friction in ways that harm long-term engagement. While some assume retention is the CEO’s responsibility, they often lack the granular insight needed to make the right calls. This episode explores how to set up your organisation for retention first decision making. 

📰 Episode 39: The Retention power of customer communities 

Research shows that customers engaged in a brand’s community are 3X more likely to be retained. In this episode, we explore how customer communities can be a powerful retention lever. Brands like Peloton, Sephora, and American Express have successfully built communities that reinforce exclusivity, authenticity, and problem-solving - tapping into behavioural science principles like social proof, commitment, belonging, and identity formation. In this episode we explore the mistakes to avoid and how to build a customer community that strengthens relationships, increases retention, and boosts lifetime value. 

📰 Episode 40: Gamification for Retention

Gamification is a powerful tool for customer retention, using progress-reward mechanisms to create an emotional connection that keeps customers engaged.  In this episode we explore gamification techniques like checklists and streaks and how they tap into how our mind works using examples from Tinder, Sky Bet, LinkedIn and Duolingo.  

📰 Episode 41 Identifying Churn Early Warning Signs

Strong retention strategies focus on identifying churn early warning signs and proactively optimising moments of truth to prevent churn before it happens. Common early warning signals include reduced usage frequency, declining engagement, downgrades, payment delays, and negative customer sentiment. This episode explores 27 different early warning signs and how to optimise them to prevent churn.  

Until next week,

Tom

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