One of the first things I’m working on at Fancy Hands is overhauling the account cancelation flow. For a subscription service, churn is probably one of the most important metrics you should be looking at, and it’s important to really understand why users are canceling, but more importantly, to…
Spotify has an amazing flow as well. Embarrassingly we currently do not have a cancelation flow at Songtrust. Switching to a pure yearly pricing model has allowed us to temporarily put this off. We’ve been having our clients email, often it’s painful to hear why - it’s the artists who are really struggling and unfortunately just don’t have enough going on(e.g. the band broke up). Our retention is pretty high for those who make any royalties, but for those who don’t I think we will probably allow them to get a free quarter or two if the have yet to earn anything. If Kyle hasn’t convinced you why striving for negative churn is important read this post.
