Episode 48 - Catch Up?

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Episode 43: Proving your retention impact

Getting leadership buy-in for retention initiatives boils down to proving you're moving the P&L – not just KPIs. Start by identifying customer moments of truth, measure how your initiatives shift behavior, and partner with finance to prove that the shift has translated into hard commercial outcomes. When you connect your work directly to revenue, you get real momentum.

 Episode 43: The Hidden Cost of Reactive Retention

Most brands massively underestimate the true cost of reactive retention - by the time churn happens, it’s often too late. Sustainable growth comes from focusing on your highest-value customers, understanding churn early warning signs, and proactively optimising the key moments where value is realised.  

Episode 45: Cross Functional Retention

Retention often isn’t one team’s job because it’s the result of every customer interaction across your organisation, which is why brands serious about retention-led growth are breaking down silos and aligning around key moments of truth. By creating cross-functional working groups, unifying teams around shared KPIs, and embedding collaboration into BAU, you can turn retention from a side of the desk task into a true growth driver.  

Episode 46 Becoming the default choice 

Brands that win at retention become the default by making staying feel effortless, valuable, and emotionally right. Becoming the default choice means deeply understanding how customers realise value, optimising key moments of truth, building habits, and aligning with customer values. It's not about trapping customers - it's about earning their loyalty every single day through simplicity, empathy, and trust.

Episode 47 - Preventing Early-Stage Churn

Early-stage churn kills retention before it ever really starts - the first 7 days, especially day one, are critical for keeping customers on the path to value. As Ramli John explains, winning here means building onboarding journeys that connect users to their desired outcomes fast, personalising based on their goals, and supporting them through key moments of truth.

Until next week,

Tom

Do you need help with Customer Retention?

When you are ready, contact me to discuss consulting, my fast-track retention accelerator, courses, and training. Or if you are interested in sponsoring this newsletter, get in touch via [email protected]