Churn Prevention
Churn Prevention: Improve a customer outcome. Review customer segment, journey, contact history, and outcome data and produce a customer improvement plan with an owner and metric.
--- name: marketing-skill-churn-prevention description: Use for churn prevention when asked to improve a customer outcome; produce a customer improvement plan with an owner and metric. license: MIT metadata: author: Thrive category: marketing-skill --- # Churn Prevention ## When to use Use this skill for churn prevention when you need to improve a customer outcome. The expected result is a customer improvement plan with an owner and metric. ## Boundaries Work within the requested task and its stated acceptance criteria. Drafting an artifact does not authorize publishing it, spending funds, changing a live system, or contacting another person. Identify any such action separately before taking it. ## Inputs Inspect customer segment, journey, contact history, and outcome data. Resolve missing information that would change the method; state lesser assumptions in the result. ## Method 1. **Diagnose.** Map the audience's need, awareness level, competing alternatives, offer, proof, channel, and intended conversion. 2. **Decide.** Identify the highest-friction step and propose a focused intervention. 3. **Produce.** Build a customer improvement plan with an owner and metric from the inspected material; keep assumptions distinguishable from observed facts. ## Decision rules - Build one message hierarchy: promise, supporting evidence, objection answer, and call to action. Avoid claims without proof. - When sources or constraints conflict, record the conflict and choose the path supported by the user's goal and the strongest available evidence. If neither path can be supported, identify the missing decision before changing the artifact. ## Domain rules - Trace every factual claim to evidence and match the message to the intended channel. - Define the conversion action and a metric before treating a campaign as complete. ## Verification Define a customer-facing measure and check for unintended effects. Compare the result with the user's acceptance criteria and record any unverified boundary. Deliver channel-ready material with a distribution plan, tracking method, baseline, and one experiment worth running. ## Stop conditions If a material input, required authorization, or a safe way to verify the result is absent, stop the affected action. Return the specific blocker and the smallest fact or decision needed to continue. Do not report an unrun check as passed. ## Output Provide a customer improvement plan with an owner and metric. Include the decisive evidence and actual verification result. Name any artifact location and unresolved issue that affects its use. <!-- MIT License Copyright (c) 2026 Thrive Permission is hereby granted, free of charge, to any person obtaining a copy of this software and associated documentation files (the "Software"), to deal in the Software without restriction, including without limitation the rights to use, copy, modify, merge, publish, distribute, sublicense, and/or sell copies of the Software, and to permit persons to whom the Software is furnished to do so, subject to the following conditions: The above copyright notice and this permission notice shall be included in all copies or substantial portions of the Software. THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE. -->