After focussing some broader advice for product people in the past couple of weeks, I wanted to be very practical with this post by sharing a best practice regarding churn prevention: Audible.
I recently noticed that my Audible subscription got renewed besides me currently not being able to catch up on further audio books.
By completing the necessary steps to cancel it, I couldn’t help but admire how well this was done. But not only from the viewpoint of an optimizer but also from a user’s perspective.
It just felt…worshipped.
So, without further ado, here are four steps of churn prevention worth memorizing. Unfortunately, my language has been set to German, and I didn’t think of switching it in time. I’ll give some context in English in the captions to help most of you out.
Would you like to see more of that kind of teardowns from me? Specifically not on onboardings but rather not so popular processes like churn.
If so, just send me an e-mail and let me know which product or service you’d like to see assessed.