Sporadic observations. Misc. build-in-public experiences. Weekly podcast breakdowns turning 3-star reviews into growth experiments.
So, what is Churn Flags?
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Welcome to Churn Flags. I've been waiting to say that since last August. (Well, I didn't have the name back in August. Nor the show concept. Just the "I need a new podcast" fire. Though I guess it was a slow burn, not a raging blaze – it took a long time to get here.) So, what is Churn Flags? Now that it's finally making its debut? Fun: I present my guest with a customer review where the user clearly missed something about the product, we dig into why they missed it – and then we build an experiment to help more users not miss that thing. This is not your standard Subscribe on Apple, Spotify, or YouTube. Or just catch the episodes here – I'll be sending you write-ups when they drop. – Nikki ⛳️ P.S. If you're not in SaaS, yes, this is a pivot. I can't say I'll never talk about anything else (I've got an upcoming guest post on SaaS vs. Ecomm, so that'll be interesting), but you might not find as much value here anymore. No hard feelings if you want to hit that unsub button 👇 |
Churn Flags | Nikki * Elbaz
Sporadic observations. Misc. build-in-public experiences. Weekly podcast breakdowns turning 3-star reviews into growth experiments.
EP. 4 | CHANGE FLAG: PLATFORM / PERCEPTION Up for some SaaS Mad Libs? Fill in the blank: Bitly is a ____________ (noun) You're probably right. But also wrong. Because Bitly is tackling a __________ (proper noun) Change Flag. Ep. 4: The product adoption tax nobody warns category leaders about | ft. Tara Robertson, CMO at Bitly Ideas from this episode you don't want to miss: (03:49) How being famous for one thing introduces churn (in the shape of a customer asking for a product that's been in...
699 WORDS | READ TIME: 3 MIN | CHANGE FLAG: MASTERY Interruptions are only annoying if they're interruptions When you walk into a store and a saleslady sidles over and asks how she can help, what's your reaction? Well, it depends. If you're shopping for your niece's birthday and you have no idea what's trending in the world of teeny-bopper-dom, you thank Saleslady and let her show you the selection of custom phone lanyards. But if you know the exact shade of chartreuse that Niece wants, plus...
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...