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Churn Flags | Nikki * Elbaz

Dead William Jay teaches us about churn

Published 2 months ago • 1 min read

EP. 3 | CHANGE FLAG: MASTERY

You can be right and you can be dead

Here lies the body of William Jay,
Who died maintaining his right of way.
He was in the right as he sped along,
But he’s just as dead as if he’d been wrong.

Shoutout to my hometown, this famous joke was first published as a poem in the Detroit Free Press.

And it's what came to mind as I edited today's episode.

Because when we read reviews that are wrong – when the customer is complaining about something that exists in our product – our immediate reaction is: But, we have that feature!

Instead of: Hmmm, why don't they know we have that feature?

Storylane has a veritable domino effect of a workflow when someone leaves them a review. It's legit impressive.

But the experiment we built stops the first domino from ever falling:

Ideas from this episode you don't want to miss:

03:52 Why our featured customer churned, despite Storylane's impressive domino effect of a workflow

08:53 What it looks like to dig underneath a customer's complaint – to give them the outcome they're really looking for

13:28 Why tool tip real estate isn't actually something to worry about

16:12 How to improve your customer's outputs when they think they know better

21:45 The distinction that turns "make your customer the hero" into a referral machine

🎧 Listen here or on your favorite platform.

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Churn Flags | Nikki * Elbaz

Most activation advice is for startups. Even retention wisdom can feel beginner. This newsletter is for the 8-9 figure reality.

Sporadic observations. Misc. build-in-public experiences. Weekly podcast breakdowns turning 3-star reviews into growth experiments.

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