Discounts don't save customers
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TL;DR - This daily email series - 7 ways to take control of churn in Q1 - is what we'll cover in the "Save Customers" workshop TODAY, Jan-15 (16 in Australia). It's good stuff on its own; it's better if you come to the workshop and get the details. Yesterday, I sent you an email with the subject Save Meetings that Actually Work, so go find that if you missed it. Today, I’m going to talk about why leading with discounts or downgrades won’t save your customers—and what will. If a customer is on the verge of churning because they're not getting value, a discount probably won’t change their mind. In fact, it might frustrate them even more: “Wait, I’ve ALSO been overpaying this whole time?” The same goes for a downgrade or “right-sizing” offer. Instead of fixing the core issue, it highlights the mismatch between what they’re paying for and what they’re actually using. That’s a fast way to erode trust even further. What actually works is addressing the root cause with concessions that solve a pressing problem or add immediate value. Free upgrades, training sessions, extra services, exclusive access—even curated content. These aren’t random perks; they directly tackle the customer’s frustrations while preserving revenue. But here’s the twist: there’s a quirky, little-known tactic that can massively increase the effectiveness of these concessions. It’s so simple you’ll laugh—but it works every time. In the workshop—happening TODAY—I’ll show you exactly how to implement these value-driven concessions and reveal that unexpected tactic to stop churn in its tracks. Learn more and sign up for the workshop here. See you in the workshop later today. ~ Lincoln BTW: We're doing two sessions TODAY that cover most time zones. So you don't have an excuse to not join live. Learn more and Sign-up today. .... |
Lincoln Murphy
I help SaaS companies Maximize LTV through Customer-centric Upselling
My new book, Maximizing Lifetime Value, will change how you think about revenue growth—forever. 📌 Go to the sales page now, so you can:✅ Watch my welcome video – See why this book is a game changer✅ Listen to the deep-dive podcast – Get the big ideas in minutes✅ Read the first part of the book – See for yourself✅ Buy the full book & get instant access Do this, and change your business forever. ~ Lincoln BTW: You’ll get the polished digital version when it’s officially published. This is the...
The "UI Sludge" tactics to Deflect, Distract, and Delay cancellations sparked interest during the Customer Save workshop—but applying them to higher-touch B2B Enterprise without in-app cancel flows left some scratching their heads. To clear this up, I created Applying Cancel Sludge in B2B Enterprise—a guide showing exactly how to make this work in your context. You’ll get this new guide along with: The full 2-hour workshop replay 45-min Q&A How to Save Customers eBook (20 pages) Example...
TL;DR - You missed the "Save Customers" workshop. Buy the workshop replay here. You'll get instant access. Stop churn in Q1! The two “Save Customers” workshops were packed with high-impact, no-nonsense tactics to stop churn in Q1. We spent two hours breaking down actionable strategies and another 45 minutes in Q&A to tackle real-world challenges. And you missed it. I showed how a single system-generated email can trigger cancellations—and exactly how to fix your cancel flow to stop churn. We...