https://markashworth.io/ 2026-10-25T18:00:00+08:00 https://markashworth.io/videos 2026-10-25T18:00:00+08:00 https://markashworth.io/videos/churn-retention 2026-10-25T18:00:00+08:00 https://markashworth.io/videos/churn-retention/churn-rate-is-lying-to-you 2026-07-12T04:03:42-07:00 https://i.ytimg.com/vi/6V39C4Q4niI/hqdefault.jpg Your churn rate is lying to you. Look at the curve instead. Two companies can both report 5% monthly churn. One compounds forever and the other bleeds to zero. Same number, opposite outcome. The difference is the shape of the retention curve, and you can only see it when you look at cohorts. https://www.youtube-nocookie.com/embed/6V39C4Q4niI 147 2026-07-12T04:03:42-07:00 https://markashworth.io/videos/churn-retention/the-4-retention-curves 2026-07-12T04:07:14-07:00 https://i.ytimg.com/vi/DEauR8ijJks/hqdefault.jpg The 4 retention curves (and why your churn rate can't tell them apart) There are only four retention curves, and your churn rate can't tell you which one you are on. Only the shape can. This video walks through each one and how to read yours. https://www.youtube-nocookie.com/embed/DEauR8ijJks 147 2026-07-12T04:07:14-07:00 https://markashworth.io/videos/churn-retention/is-churn-rate-the-right-measurement 2026-07-06T03:54:04-07:00 https://i.ytimg.com/vi/sJdmq0OCnNQ/hqdefault.jpg Churn rate: is it the right measurement? Two companies report 5% monthly churn. One compounds forever, one bleeds to zero. The difference is the shape of the curve, and you can only see it in cohorts. I built a free retention curve simulator so you can plug in your own data and see which stage your churn is at. https://www.youtube-nocookie.com/embed/sJdmq0OCnNQ 146 2026-07-06T03:54:04-07:00 https://markashworth.io/videos/churn-retention/voluntary-vs-involuntary-churn 2026-07-12T20:30:05-07:00 https://i.ytimg.com/vi/h1_IvNMe_Gc/hqdefault.jpg The simple churn mistake that costs founders 3 months Most founders treat all churn as one thing. It's actually two. Involuntary churn is when the card expired or the payment failed, and the customer still wants you. Voluntary churn is when they found the cancel button and left, which is a value problem. They show up as the same number on your dashboard, and the fix for one does nothing for the other. https://www.youtube-nocookie.com/embed/h1_IvNMe_Gc 152 2026-07-12T20:30:05-07:00 https://markashworth.io/videos/churn-retention/why-is-your-churn-rate-that-number 2026-07-10T23:28:54-07:00 https://i.ytimg.com/vi/8YM4TeO4zUs/hqdefault.jpg Do you know why your churn rate is what it is? Every founder can tell you their churn rate. Fewer can tell you why it's that number, and almost nobody can tell you what to do about it next. I built a free Churn Health Check to fix that: 8 questions, 60 seconds, no signup. It scores your retention out of 100 and tells you the next 3 things to fix. https://www.youtube-nocookie.com/embed/8YM4TeO4zUs 117 2026-07-10T23:28:54-07:00 https://markashworth.io/videos/churn-retention/automatic-dunning-friend-or-foe 2026-07-06T03:51:06-07:00 https://i.ytimg.com/vi/NoiSYAdzzCM/hqdefault.jpg Automatic dunning: friend or foe? Dunning is the automated retries and reminders that kick in when a subscription payment fails. It recovers revenue, but it also raises a question about which customers you are really keeping. https://www.youtube-nocookie.com/embed/NoiSYAdzzCM 108 2026-07-06T03:51:06-07:00 https://markashworth.io/videos/churn-retention/stripe-automatic-card-updates 2026-07-12T04:08:42-07:00 https://i.ytimg.com/vi/lNn-u3O421k/hqdefault.jpg Stripe charges expired cards automatically. Fixing churn or hiding it? Your customer's card expired, and you charged it anyway. That isn't a glitch, it's a Stripe feature: automatic card updates. It's good for merchants because it cuts involuntary churn. Whether it's good for customers is very debatable. If it quietly bills people who meant to leave, are you reducing churn or just hiding it? https://www.youtube-nocookie.com/embed/lNn-u3O421k 108 2026-07-12T04:08:42-07:00 https://markashworth.io/videos/churn-retention/recover-the-accidents-let-the-leavers-leave 2026-07-14T19:53:25-07:00 https://i.ytimg.com/vi/6QKqv5AhI_4/hqdefault.jpg Automatic card updates: recover the accidents, let the leavers leave I made a video about automatic card updates and people hated the concept. They were right. A lapsing card is a cancellation method: plenty of people quit by letting the card die and assuming it's handled. If you silently pull their new number and keep charging, you override a decision they thought they had made. https://www.youtube-nocookie.com/embed/6QKqv5AhI_4 180 2026-07-14T19:53:25-07:00 https://markashworth.io/videos/churn-retention/you-wont-fix-churn-by-lowering-your-price 2026-07-25T00:45:43-07:00 https://i.ytimg.com/vi/6Q_0eCgjF84/hqdefault.jpg You will never fix churn by lowering your price Churn isn't a price problem, it's an offer problem. People don't leave because you're expensive. They leave because it stopped being worth it to them. https://www.youtube-nocookie.com/embed/6Q_0eCgjF84 83 2026-07-25T00:45:43-07:00 https://markashworth.io/videos/churn-retention/b2c-churn-is-a-front-door-problem 2026-08-01T10:20:33-07:00 https://i.ytimg.com/vi/p3NomiWAIic/hqdefault.jpg B2C churn isn't a product problem. It's a front door problem. The usual explanation for brutal B2C churn is structural: B2B has contracts and six stakeholders, B2C is one tap and gone. Median monthly churn puts cybersecurity at 2.9% and consumer subscriptions at 9.3%, but that isn't really a ranking of industries. It's a ranking of how narrowly each category defines its buyer. Cybersecurity can't sell to everyone. Consumer subscriptions can sell to anyone with a working card, so they do. https://www.youtube-nocookie.com/embed/p3NomiWAIic 162 2026-08-01T10:20:33-07:00 https://markashworth.io/videos/churn-retention/one-screen-before-the-cancel-button 2026-08-04T03:25:53-07:00 https://i.ytimg.com/vi/zjKpzZX_LPc/hqdefault.jpg The simple cancel button mistake costing you 15% of your churn Most SaaS teams treat the cancel click as the end. It's actually the one moment you have a leaving customer's full attention, and a plain "Are you sure?" popup throws it away. Put one screen in front of the cancel button: ask why they're leaving, offer a few real reasons as buttons, and match each reason to a save. https://www.youtube-nocookie.com/embed/zjKpzZX_LPc 130 2026-08-04T03:25:53-07:00 https://markashworth.io/videos/churn-retention/your-support-queue-is-lying-about-churn 2026-08-12T18:57:15-07:00 https://i.ytimg.com/vi/C0ZYzesYVYw/hqdefault.jpg Your support queue is lying to you about churn Most founders read a quiet support queue as a healthy customer base. It isn't. A support queue is a sorting system, not a detection system: it ranks the people who raised a hand and tells you nothing about the ones who stopped bothering. The signal that matters is the drop. An account that used to argue with you and went quiet didn't get happier. It stopped expecting you to fix things. https://www.youtube-nocookie.com/embed/C0ZYzesYVYw 92 2026-08-12T18:57:15-07:00 https://markashworth.io/videos/churn-retention/competitive-displacement-warning-signs 2026-02-02T00:15:51-08:00 https://i.ytimg.com/vi/wOZYEinXdfs/hqdefault.jpg Understanding churn dynamics: competitive displacement Most churn doesn't look like churn. It looks like someone "just cancelling". One common reason is competitive displacement, and most teams don't see it until it's too late. The question isn't how to win them back. It's why you didn't see the early warning signals in the first place. https://www.youtube-nocookie.com/embed/wOZYEinXdfs 152 2026-02-02T00:15:51-08:00 https://markashworth.io/videos/churn-retention/send-customers-a-video-of-your-face 2026-07-12T04:05:36-07:00 https://i.ytimg.com/vi/LHjBqcpGOfQ/hqdefault.jpg The most underrated anti-churn tactic in SaaS: send a video of your face My dad stayed with an overpriced insurance guy for years. Not for the product, for the relationship. A personalised video recreates that. You stop being a logo and start being a person. https://www.youtube-nocookie.com/embed/LHjBqcpGOfQ 93 2026-07-12T04:05:36-07:00 https://markashworth.io/videos/churn-retention/how-long-should-a-free-trial-be 2026-08-05T01:06:22-07:00 https://i.ytimg.com/vi/h5T4xEeUiBs/hqdefault.jpg How long should a free trial be? You're asking the wrong question Seven days, 14 or 30? It's the question every SaaS founder argues about, and it's the wrong one. Trial length is a red herring. What matters is time to value: how long it takes a new user to hit the moment your product clicks. Your trial just needs to be a little longer than that. https://www.youtube-nocookie.com/embed/h5T4xEeUiBs 180 2026-08-05T01:06:22-07:00 https://markashworth.io/videos/churn-retention/stop-copying-the-14-day-trial 2026-08-25T11:38:17-07:00 https://i.ytimg.com/vi/6btV45LlniE/hqdefault.jpg Stop copying the 14-day trial Most people pick their trial length by copying someone else. There's an actual way to work it out. Every product has a natural usage frequency: how often someone would come back without a notification pushing them. Your trial needs to be long enough for someone to complete that cycle two or three times. Once is a demo. Twice is the start of a habit. https://www.youtube-nocookie.com/embed/6btV45LlniE 103 2026-08-25T11:38:17-07:00 https://markashworth.io/llms.txt 2026-10-25T18:00:00+08:00