One agent that works with the customers you already have. Every Monday it reads who came back, who went quiet and whose payment failed, sees what competitors do to keep theirs, and listens to why people left. Then it writes the week's messages, the save offer and the referral ask, and stops. Nothing is sent until you've said yes.
Every Monday the agent pulls last week from billing, the product and the inbox. Not just how many left — why. A customer who cancelled and a customer whose card failed look the same in the total, and need completely different messages. The agent keeps them apart, and puts a number on what's still recoverable.
Last week
Why they left
At risk now
Revenue at risk
Then the agent reads the competition where it matters for this loop: what happens when their customer tries to leave. It walks their cancel flow, counts the clicks, reads what they offer to stay, what a lapsed customer gets a month later, and what a friend gets for bringing a friend.
How they keep customers
Numbers say how many. The people say why. The agent reads every exit survey, the last support tickets before a cancel, and the calls from the week, and counts the reasons by theme. "Too expensive" and "stopped using it" are two different problems, and only one of them is fixed by an offer.
Exit reasons · 96 left
The best save happens before anyone reaches the cancel button. Every customer gets a health score from five signals: how often they log in, whether they still use the thing they pay for, what support looks like, whether the card is fine, and whether they open what we send. Under 60 gets a message. Under 40 gets a person.
Risk list · this week
Here everything meets. The numbers, the competitors, the exit reasons and the risk list are laid next to last week's messages, and the agent draws one conclusion. Not a campaign to everyone — three moves, each with a segment, a reason and a number to judge it by next Monday.
Week 38's decision
Before any copy, the agent settles the moments. A customer hears from us six times in a normal year: when they arrive, after the first week, after the first month, before renewal, when they've gone quiet, and when a card fails. Each moment has one message with one job. Between them: silence, on purpose.
Six moments
When someone does click cancel, the agent asks why first, and answers with the one offer that fits. "Too expensive" gets a pause or a smaller plan. "Not using it" gets a person and a setup, not a coupon. Nobody gets 50% off just for reaching the button, because that trains everyone to reach it.
Save offers · by reason
Failed cards can be a third to half of all churn, and they are the easiest churn to get back. The agent runs the whole ladder: a note before a card expires, a retry on the day that worked last time, four plain-text emails over ten days, and a way back in after the cancel. No blame in any of them.
44 cards failed · Monday
A kept customer is worth more when they bring another. The agent finds the ones who just had a win — hit a milestone, rated us 9 or 10, renewed — and asks them then, not at signup. Both sides get a month, the message is written, and sharing is one click. Referred customers stay longer, which is why the month is worth it.
Who to ask this week
Now the right agents are pulled in. One writes the sequences, one reads the risk and runs the cancel flow, one builds the referral ask, one keeps every text message short and legal — and one holds the state: who was contacted, when, and who is inside the cooldown and must be left alone.
Agents on the job
This is where the moves become words. The win-back that doesn't beg, the card email that doesn't blame, the text message that fits in one segment, the save offer, the referral ask and the check-in for the account that went quiet. Short, plain, and nothing the company can't stand behind.
Writing the week
The week is written. The win-back, the card emails, the text message, the save offer, the referral ask and the call list sit ready, exactly as they will go out — nine drafts. Nothing is sent until someone says yes.
After your yes, nothing goes out in one Monday blast. Each message leaves at its moment: the calls first, the text on Tuesday, the check-in midweek, the referral ask on Thursday when people are in a good mood, the card emails on their own clock. Every send is logged, and nobody hears from us twice in thirty days.
Week 38 · going out
Next Monday step 1 reads exactly what this week promised: how many were saved, how many cards came back, how many friends were brought in. What worked is kept. What didn't is changed once, with the reason saved. After a year the company has a retention playbook built on its own customers, not on someone else's best practice.