E235 | The Lifecycle of Loyalty: Tackling Churn at Critical Stages in the User Journey with Active Campaign's Casey Hill

CHURN FM

Today on the show we have Casey Hill, the Senior Growth Manager of ActiveCampaign.

In this episode, Casey shares his insights on navigating churn by focusing on the critical stages in the user journey to foster loyalty.
We explore the nuances of addressing churn from initial engagement through to long-term retention, highlighting strategies for each phase: activation, impact/results, and loyalty.
The discussion offers actionable advice on how to enhance customer retention rates and improve the overall customer experience.
Mentioned Resources:

• ActiveCampaign
• Bonjoro
• McKinsey
• BlackRock
• Growth Mentor
• Hill Gaming Company
• Kickstarter
• MarTech
• Magic: The Gathering
• ChatGPT
• David Sacks
• Hotjar
• Slack
• Jason Lemkin
• Patrick Campbell
• Intercom

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS

Chapters

1. E235 | The Lifecycle of Loyalty: Tackling Churn at Critical Stages in the User Journey with Active Campaign's Casey Hill (00:00:00)

2. Introduction to Casey Hill and ActiveCampaign's Mission (00:03:05)

3. Lessons from Hill Gaming Company and Kickstarter Success (00:05:35)

4. Transitioning to ActiveCampaign: Startup to Scale Challenges (00:07:33)

5. Strategies for Reducing Churn: The Activation Stage (00:12:07)

6. Deep Dive into the Impact/Results Stage of User Engagement (00:22:43)

7. Building Loyalty and Advocacy Beyond 180 Days (00:32:41)

8. The Role of Annual Plans in Retention Strategies (00:40:02)

9. Wrap-Up: Key Takeaways on Churn and Loyalty (00:46:47)