Psychology Hack Instantly Stops Churn
|
TL;DR - This daily email series - 7 ways to take control of churn - is what we'll cover in the "Save Customers" workshop this Wed Jan-15 (Thurs 16 in Australia). It's good stuff on its own; it's better if you come to the workshop and get the details. On Friday, I sent you an email with the subject Stop Churn using Tactical Timing, so go find that if you missed it. Today, I’m going to talk about how to use psychology to trigger immediate customer action and stop churn when it matters most. When churn is threatening your job—or even your business—and every account feels like it’s slipping away, you need tools that deliver instant results. This is where Behavioral Engineering comes into play. By tapping into core human psychology—biases like loss aversion, urgency, and the sunk cost fallacy—you can drive decisions that protect revenue at the exact moment it matters most. For example, framing a renewal conversation around what the customer stands to lose—instead of what they’ll gain—can flip hesitation into immediate action. It’s not manipulation; it’s about understanding what drives your customer to act now, not later, and actively tapping into that motivation. Here’s the catch: these tactics only work when tailored to the specific dynamics of the customer relationship. Use the wrong psychological lever—or apply it at the wrong time—and it can backfire in ways that cost more than the churn itself. In the workshop, we’ll break down these psychological levers and show you exactly how to deploy them to protect revenue while maintaining trust. And there’s one surprisingly simple bias you’ve probably never considered—once you know it, you’ll wonder how you ever managed churn without it. Learn more and sign up for the workshop here. Tomorrow, I’ll send you an email on the next tactic: Run Effective Save Meetings. Stay tuned! ~ Lincoln BTW: We're doing two sessions this Wed Jan-15 (Thurs Jan-16 in Australia) 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
November 18-20 in Kelowna, BC, Canada. This intensive is designed for SaaS companies ready to integrate AI into their growth strategy. Over two days, we'll explore how AI is transforming the five growth levers: product, marketing, customer success, sales, and leadership. I'll be leading the session on AI-first Customer Success Management—with practical, actionable strategies you can implement now, plus a roadmap for scaling over time. You'll leave with a clear operating model for your next...
On Monday, you find out. Join our Head of CS training starting October 20, 2025. This is one of the most impactful programs we offer because it focuses on the critical aspects of Leadership, Management, and Coaching that every Head of Customer Success needs to leverage to drive real business impact. Our live sessions are going to focus on the big shifts AI is having on everything we do in Customer Success. While the core, underlying principles of building, running, and scaling a CS org...
Trying to get customers to execute perfectly when they don't have experience, expertise, or even the desire to do so. Yet, we've designed our entire operation and organization to try to make this work. We've created a profession and discipline around this. That's insane if you think about it. I remember way back in 2012 when I was working with email marketing platforms. Customers would churn from one provider to another looking for better results. But the problem wasn't the platform. It was...