How to Cut Churn by 10% – Proven Strategies to Retain Customers

Churn – awful stuff.

But what if there was a way to cut churn using just a few simple operational tricks?

Interested?

Read on...

What is Churn Rate?

Churn rate is one of the most dreaded KPIs, but it’s vital for understanding how many clients or users are leaving your service.

A churn rate is usually calculated as the percentage of people who have left your service over a rolling 30-day period. For example, if you have 100 clients or users and 10 leave within that period, your churn rate is 10%.

A “good” churn rate depends on your industry, but the lower the better—it means people are sticking around. While churn is most relevant to SaaS businesses, the steps below apply to anyone offering a service and managing clients or users.

These strategies are tried and tested. We’ve successfully cut churn by 10%—saving clients from leaving and keeping revenue intact.

Got it? Let’s get cracking.

We just hanging out. Cutting churn.

1. Ask Your Clients or Users Why They're Still Here

Not in those exact words, of course…

Understanding why customers stay helps you double down on what’s working. Identifying the key drivers of retention allows you to reinforce those aspects and scale them for new users.

How?

• Use a tool like Typeform or Google Forms to match your brand’s tone and implement smart logic for better insights.

• Conduct informal conversations over coffee if possible.

• Gather NPS (Net Promoter Score) data—it’s easy to track over time and quick to analyze.

When?

• After users have had time to experience the value of your service—this could be 1 week, 1 month, or 3 months.

• Each time frame reveals different insights about their journey and satisfaction.

Why?

• You’re trying to pinpoint what keeps users engaged so you can replicate and improve on it.

2. Ask Your Clients Why They Left

Losing a client? Find out why! Did they go to a competitor? Did they fail to see the value? Did pricing become an issue?

How?

• Again, use Typeform or an equivalent tool to make it effortless.

• Keep it short and simple—they’ve already left, so their engagement is low.

• Use NPS scores or quick multiple-choice questions to streamline responses.

When?

• Not immediately—give them time, but not so long that they forget their experience.

Why?

• These insights highlight weak spots in your service or areas where competitors outperform you.

• They can shape your product roadmap and future improvements.

3. Ask Your Team What They Think

Your team is on the front lines. They know the service, the users, and the challenges. They’ll have invaluable insights.

How?

• A short, recurring internal survey.

• Exit interviews for departing employees.

• Onboarding feedback from new hires.

When?

• Quarterly.

• During onboarding of new employees.

• During exit interviews.

Why?

• Your team should be evangelists for your product. If they aren’t, something’s off.

4. Make Onboarding a Dream

First impressions matter. A smooth onboarding process sets the stage for long-term retention.

How?

• Template everything clients need.

• Guide them to extract value ASAP.

• Set expectations early so they know what’s ahead.

When?

• Immediately upon sign-up.

• Even before signing, as a sales tactic to showcase how seamless your service is.

Why?

• A great onboarding experience accelerates the “aha!” moment, boosting retention.

5. Reduce Billing Friction

Make payments effortless—no roadblocks, no hassles.

How?

• Set up recurring payments via direct debit.

• Offer seamless options like Apple Pay, Google Pay, and easy card payments.

When?

• Whenever a user needs to pay.

Why?

• Removing payment friction ensures uninterrupted service, reducing churn.

6. Continuous Improvement & Development

Retention isn’t a one-time fix. It’s an ongoing effort.

How?

• Maintain a product roadmap showing future improvements.

• Clearly communicate updates and enhancements to users.

When?

• All the damn time.

Why?

• Users stick around when they see ongoing value and future benefits.

Final Thoughts

Reducing churn isn’t magic—it’s about listening, improving, and making things easier for your users. Implement these tactics, and you’ll start seeing results.

Need help cutting churn? The team at Opticks is here to help. Get in touch!