Client stories
Evidence from recent subscription churn diagnostics and related engagements — specific enough to show the work, measured enough to respect client confidentiality.
“They spent a full morning on our cancellation screens before touching any charts. The report named a billing-copy mismatch we had walked past for months.”
“The retention health review was useful, though I wished we had booked the fuller diagnostic sooner — some of the cohort questions needed more time than two sessions allowed.”
“Our leave flow looked polite on paper. Their pathway audit showed three redundant confirmations that trained people to abandon midway and call support instead.”
“Exit notes sat in a shared drive for a year. The synthesis workshop finally grouped them by tenure so engineering could see which complaints belonged to month-one versus year-two leavers.”
“Quiet, precise facilitation. No theatre, just a ranked list we could take into sprint planning the same week.”
Extended note: anniversary cancellations at a membership publisher
A regional membership publisher approached us after annual renewals dipped for two cycles. Aggregates blamed price. The Subscription Churn Diagnostic separated month-four trial churn from anniversary exits and found anniversary leavers citing a benefits email that never arrived after a CRM migration.
The pathway audit confirmed the leave flow offered a discount before mentioning the missing benefit. Product restored the email journey; pricing experiments were deferred. Ninety days later, anniversary cancel volume eased without a list-price cut.
The mild lesson for us: we nearly over-weighted the first week’s chart noise. Holding the cohort split until week three kept the recommendation honest.
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