Find members at risk
The retention section lists people who are drifting before they cancel. What to do with that list, and how to make it act on itself.
- retention
- analytics
- members
Almost nobody cancels in a burst of anger. They stop opening things, then they stop noticing the charge, then they cancel. The retention section catches the middle step.
The at-risk list
Members who have gone quiet: no posts, no lessons, no listening. You can open any one of them, or reach every one of them at once. When nobody is drifting, the section says so rather than showing an empty table.
What actually works, in order
A direct message that mentions the thing they told you they were working on. Their member record holds the note. This works far better than anything automated.
A win-back journey, for when there are too many to message by hand. Available on the Creator plan.
Asking them why, honestly, in one line. Some of them will tell you, and it is the most useful feedback you will ever get.
The automatic one
You can set up a single email that goes automatically to anybody who goes quiet for 30 days from that point on. It is not a substitute for a message, and it catches the people you would otherwise never get to.
Common questions
How is at-risk decided?
By absence of activity across the surfaces your community actually uses. A member who reads every lesson but never posts is not at risk.
Will they know they were on a list?
No. Nothing is shown to members, and nothing is sent unless you send it.
Somebody at risk just cancelled anyway.
Then the list did its job and the timing beat you. Drry emails you when somebody cancels, if that notification is switched on in Settings, and it is still worth one honest reply.