Page 125 - The 7 Day Startup: You Don’t Learn Until You Launch - PDFDrive.com

11. Focus on Retention

The only thing that will kill a recurring business is that more customers leave
than sign up. It’s hard to get new customers, but it’s easy for them to leave.
You need to do everything to keep your customers and the data you get from
churning customers is priceless.
Make sure you are delivering constant value for your existing customers. If
someone does leave, don’t send them a long and detailed survey, send them this
—it’s a Jay Abraham trick.

Subject: Did we do something wrong?
Body: Hey [first name]
I noticed you cancelled your subscription, did we do something wrong?
Most people will reply to this and you’ll find out the real reason people are
leaving.
Figure out why and deal with any issues that arise.