Retention Accelerator Overview
The Retention Accelerator is the Retention Operating System for Subscription businesses from www.retention.coach
Improving retention just 5-10% can drive between 25%- 100% improvements in profits (backed by Bain Consulting and Harvard Business Review).
The calculations are not straightforward, but Tom broke it down in episode 13 of his newsletter, which you can find here. Put simply this happens because:
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If you improve retention rates, you gain revenue you would have lost.
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You can spend less on acquisition, and that is compounded by the fact that lower media spend means acquisition activity can be focused on attracting easier-to-reach customers, further reducing CAC.
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Referral rates improve, further reducing acquisition CAC.
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Cost to serve reduces since newer customers always cost more to serve than longer-tenured customers.
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Upsell increases because longer-tenured customers are also easier to upsell.
To get a 5-10% improvement in churn optimise moments of truth 1-2%
Moments of truth are stages in the relationship that make or break retention, examples could be:
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First usage
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Free trial
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Onboarding
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Service experience
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In life usage
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Cancel journey
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Involuntary churn
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Seasonal moments
Any subscription brand can achieve a 5-10% reduction in churn through rounds and rounds of optimisation at each moment of truth, but it can take years to achieve a 5-10% reduction overall.
The Retention Accelerator is a 12-week consultancy program that leverages proven systems from brands like Netflix, Amazon, Apple, Spotify, and others, allowing you to realise fast improvements in retention. The program includes an assessment to identify weaknesses in your retention programs, tailored execution tactics for each moment of truth leveraging proven systems & 100+ case studies and execution support in implementing the systems into your business.
Customers purchasing via the Loyalty People community receive a 10% discount. Quote ‘Loyalty People’ when booking your strategy call.
Testimonials
"Tom's support has transformed my business from one that was regularly making a loss, to one that is self funded in just 5 months. Working with Tom has increased average subscriber tenure and resulted in a 7X increase in subscribers."
Aaron Surtees, Founder & CEO, Subconsciously Hypnotherapy Mobile App
"Tom has worked with us to develop strong retention and churn prevention strategies for our AI SaaS startup, which helped us enhance our product. Highly recommend working with Tom!"
Nikolai Skelbo, Chief Operating Officer, Subsets AI
Meet your training coach
Tom Burrell
Founder
Tom Burrell helps subscription businesses improve customer retention fast via proven systems, frameworks, real-world case studies, and 60,000 hours of practical retention experience. He has worked with some of the world's biggest brands, including Coca-Cola, Mastercard, Manchester United, DAZN and over 30 others. Tom offers a fast-track retention accelerator to help subscription brands drive a 25%-100% in profits within 12 weeks, bespoke subscription and retention consultancy and is building a waiting list for his CRM Marketing 2.0 strategy course.