Join me as I answer the question: “How can I use the data I have available to me to keep my best customers?”

If you've ever been blindsided by a cancelled retainer, course dropout, or membership churn, this one’s for you. Join me as I walk through simple but powerful ways to identify early warning signs, set up automations, and take timely action before a client ghosts you or clicks "cancel."

Whether you’re a service provider, course creator, or membership site owner, these customer retention strategies can help you step away from gut feelings and toward data-driven action.

What we cover:

• What "At-Risk" Really Means – How to define and spot customers at risk of churning, across service, course, and membership models.
• The Most Telling Churn Signals by Business Type – What behaviour shifts to look for in clients, students, and members before they ghost you.
• Why Guessing Isn’t a Strategy – How to move away from gut feelings and toward measurable data patterns.
• Simple Automations That Help You Step In Early – How to trigger personal check-ins, nudges, and re-engagement workflows before it’s too late.
• Real Examples From Retention Lab & 1:1 Client Projects – How I use behaviour-based data and ConvertBox pop-ups to catch disengagement before it becomes a cancellation.

View the episode transcript here.

Where to from here?

Find out how you can get my strategic customer experience brain on your brand here.

Binge-listen to Mastering CX, the FREE private customer experience podcast with 24 bite-sized tips, tricks & strategies to create a REMARKABLE brand experience before, during and after the purchase. Listen FREE here!

Join Retention Lab 🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Check out my favourite CX tools and resources here.

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