Urgent but Unspoken Save Tactics
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TL;DR - This daily email series is what we'll cover in the "Save Customers" workshop on Jan-15 (16 in Australia). It's good stuff on it's own; it's better if you come to the workshop and get the details. Drastic times call for drastic measures. This step is all about taking immediate action using emergency tactics that can stop churn in its tracks. Whether it’s leveraging the Deflect, Distract, Delay method, employing dark patterns and "cancel flow" sludge, or even taking advantage of temporary regulatory gaps like the FTC’s new "Click to Cancel" rule not being enforced until May 2025, these measures are not for the faint of heart. Please note: these are NOT customer-centric, but are reserved for those dire situations where saving the customer at all costs is the priority. Like, if you don't save customers you lose your job, the org gets fired, or your company goes out of business. These tactics demand precision and an understanding of the psychology behind customer - human - decision-making. Used recklessly, they can backfire and cause long-term damage to trust and brand reputation. In the workshop, we’ll break down these emergency measures, explain when to use them, how to mitigate risks, and why knowing their limits is critical. Learn more and sign up for the workshop here. Tomorrow, I’ll send you an email on the next tactic: Save the Right Customers, Ignore Others. Stay tuned! ~ Lincoln BTW: We're doing two sessions on Jan-15 (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
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...
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...