How can I reduce user churn rate?

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JASON LEMKIN

Hire someone. Full time.

I know this sounds simple, but in the early and even middle-early days, most startups do not hire someone whose only job is to reduce churn / increase customer satisfaction / increase retention.

This is not the same as a reactive hire, e.g. customer support.

This is not the same as decreasing churn being part of someone’s job.

This is hiring one person whose only job it is, 2000 hour a year, is to make customers happier and more successful, and reduce churn. And to be proactive about it.

It basically always works.

It may feel expensive. But what if, over 12 months, she reduces churn enough to pay for herself? Then that’s a might cheap hire. Whose value only compounds over time.

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Published on October 10, 2017
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