• Gamifies experience w/ multiple ways to earn & redeem points
• Creates urgency through expiry dates (E.g. "Use by Aug 24")
• Progress bar encourages continued engagement
2) You'll lose customers if they have to repeat their problems to customer experience bots—so improve this:
• Refer to notes from previous conversations
• Use real names/faces—they're comforting
• Escalate to your team quickly if your bots can't solve the problem
3) Surprise current customers w/ freebies.
Important notes:
• Don't wait for birthdays—that's when customers receive gifts from lots of other brands
• Relate gifts to your core offering for more affinity
E.g. @chewy randomly sends customers pet portraits
4) Before customers churn, you'll likely see a dip in engagment.
When you start seeing low engagement, offer a downsell (lower-cost alternative) to keep customers from churning.
You'll gain trust by selling only what they need—and not what they can't afford.
5) Churn isn't always intentional—it's often caused by an expired credit card
For subscription companies:
• Retry the card on-file again
• If you need to contact customers, send a mobile-friendly link to collect card info
• Follow up w/ SMS
Inactive contacts on your email list bring down email deliverability.
So consider cleaning your email list quarterly:
1. Find contacts who've been inactive for 3+ months 2. Try a win-back campaign: Send them an email. Allow them to click a button to remain on your list
(1/2)
(2/2)
3. Remove all the inactive contacts who don't click
Then test to see if you get higher open rates and CTRs:
These send positive signals to Google, which should improve your deliverability over the long run—your emails land in more inboxes & fewer spam folders.