Recover Customers After Product Downtime
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Why does this churn problem matter?
Major outages cause 20-35% churn spike in following 30 days. Customers lose trust and actively evaluate alternatives during downtime.
How do we solve it?
Implement post-incident communication playbook with transparency, compensation, and trust-rebuilding measures.
How do you implement it step by step?
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1
Within 2 hours of incident resolution: Send transparent incident report with root cause and prevention steps
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2
Within 24 hours: Offer service credits or subscription extensions (suggest 1 week per hour of downtime)
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3
Schedule 1-on-1 calls with enterprise customers to address concerns
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4
Share detailed postmortem publicly with engineering improvements implemented
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5
Monitor usage patterns for 30 days and proactively reach out to customers showing reduced usage
Free agent prompt
Want this as a prompt for Claude Code?
One markdown file you drop in your repo and hand to Claude Code, Codex, or Cursor. It reads your codebase, plans the work, then builds it.
$ claude "read churntools-recover-customers-after-down-build-prompt.md and do what it says"
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Where should I send it?
Enter your email and the file downloads straight away. You'll also get The Churn Fix, one specific retention fix per issue. Unsubscribe whenever.
A markdown file, nothing to install. No spam, and I never sell the list.
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Save it in your repo, then run:
What outcome should you expect?
Reduce post-incident churn by 50-60%, rebuild trust with 80% of affected customers
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Formatted for reading offline and sharing with your team. No signup wall after this one.
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Where should I send it?
Enter your email and the download starts straight away. You'll also get The Churn Fix, one specific retention fix per issue. Unsubscribe whenever.
The file has the same content as this page. No spam, and I never sell the list.
What did running this improve?
Tap what this experiment strengthened for you. It maps to the BELT durability test I rank everything on, and helps other teams see what actually works.
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Where are you on this one?
One tap, no signup. It builds your retention map as you read.
I have actually run this. Let me report what it fixed
This one feeds the public results pages, so only tap it if you have shipped the change and seen the number move.
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Score your retention setup in 60 seconds
8 questions. Get your tier (Critical to Best-in-Class), your weakest spots, and 3 specific things to fix next.
Written by Mark Ashworth
Founder of ChurnTools. I spend my time studying how SaaS companies lose customers and building tools to help them stop. I've documented 80+ retention experiments and run the Churn Health Check diagnostic.
Retention Diagnostic
Knowing the number is not the same as knowing the cause
A calculator tells you how much is leaving. It cannot tell you which part is failed payments, which part is people who never activated, and which of the two is cheaper to fix. I work that out on your actual data and send back three fixes ranked by what each one is worth, within 10 working days.
- ✓ Voluntary and involuntary churn, split and costed
- ✓ What the leavers did in their first month
- ✓ Three fixes, ranked by dollars recovered
- ✓ Fixed price, written, no call required
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