Retention
Hard-to-Cancel Subscriptions Are a Retention Illusion in 2026
Amazon's expanded Prime refunds and the FTC's reopened rulemaking show what cancellation friction really costs, and what it quietly does to your retention numbers.
Retention
3 articlesHabits, lifecycle messaging and churn: why customers come back in week two, and what makes them stop.
3 articles
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Case studyWhy habits outlast campaigns
A launch email can buy a spike. Only a habit buys week twelve. A subscription team’s year of chasing reactivation, and what changed when they stopped.
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How to build a churn interview program
Cancellation surveys tell you that customers left. Conversations tell you why. A practical guide to talking to the people who just walked away.