Order bump when people cancel memberships
Laura Grubb
My biggest problem is that my members leave my yogaplatform. I would like tools to optimize my retention strategy and catch them when they are about to leave, e.g. by creating an order bump with a customised offer based on their reason for cancelling - e.g. if they say it's too expensive I offer a discounted price, or if they have trouble using the platform, a concierge call with my assistant. Similar to how Audible tries to keep their customers with a new offer instantly when you cancel your subscription.
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Kristina Smith
I've tried to cancel two different subscriptions in the past couple of months, one run through a Wordpress site (could have been with the BuddyBoss plug in) and one on some sort of white labelled membership building site (not sure where, possibly Your Membership). Both threw up a "wait - before you leave, why not pause/get three months for half price/book a one-to-one with us" option page before fully confirming that I wished to cancel.
On one I paused, because the timing for me isn't right at the moment and it might be again in a few months. The other I took the three months half price because it seemed like a good offer and I like the community side of things there. Ultimately, both that I was going to cancel from ended up "retaining" my custom. My clients are asking for this too on their Simplero accounts - a "check" step for retention when someone cancels their subscription.
To be able to have more control over this in our own Simplero memberships/subscriptions would be AWESOME :)
Steve Connolly
Definite upvote for this feature. Very important and very valuable. Attrition is not only a decrease of revenue but a lost opportunity for feedback and chances to make amends...
Jonas Napier
I think you could build this already....
An "exit funnel".
Instead of showing people how to cancel through their profile page - send them to a "funnel" where you can survey them before they cancel AND give them offers
Vivi Amelung
Jonas Napier: What is an exit funnel?
Jonas Napier
Vivi Amelung: A "flow" that you can guide customers through when they wanna cancel.
Ask them for feedback
Ask if they wanna change something
Give them some kind of offer
Guide them to cancel (if none of the above made them change their mind)
Nicole Warner
Vivi Amelung: This is also called an offboarding sequence and it's a really lovely way to see if you can "win that person back," or perhaps set things up so that person will return in the future.
You can build an automation around this idea of "Sorry to see you go, so happy you were here, and would love to see you again." It's also a great time to ask for their input on why they decided to leave, what they'd like instead, or what you could have done differently to continue the relationship for longer.
Mette Renard
That would be a great feature 👏🏼👏🏼
Kristina Smith
I agree, more automated options and features for retention is definitely needed :) upvoted!