Reduce Churn
📉

Reduce Churn

Run this checklist to track and reduce churn by bolstering your customer support and marketing processes. This checklist should be started and completed at the end of every month.
1
Introduction:
2
Understand churn:
3
Remember the churn formula
4
Record company's current churn rate
5
Define churn reduction goals
6
Customer outreach:
7
Review welcome email
8
Analyze follow-up emails
9
Consider if new and old users are emailed enough
10
Look at survey distribution rate
11
Input recent feedback from surveys
12
Review overall content output
13
Ticket engagement:
14
Review knowledge base
15
Check support response time
16
Find peak ticket times
17
Ensure CS availability during peak times
18
Guarantee availability during off-peak times
19
Consider recruiting new CS staff
20
Social media monitoring:
21
Look at online mentions
22
Respond to negative reviews immediately
23
Review social media triage flow
24
Edit the triage flow
25
Analyze incentive promotion
26
Moving forward:
27
Note successes
28
Consider changes going forward
29
Schedule next review
30
Sources:
31
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