E267 | How to Shift Seemingly Uncontrollable Churn into Retention-Driven Growth with Adam Fishman

CHURN FM

Today on the show, we have Adam Fishman, interim SVP of New Products at Mozilla and a growth advisor to various startups.

In this episode, Adam dives into the concept of controllable vs. seemingly uncontrollable churn, sharing strategies he used at Patreon and Imperfect Foods to effectively manage churn.
He explains how to identify what appears to be out of your control and the tactics that can tame it, turning seemingly uncontrollable churn into manageable factors. From improving customer onboarding to managing expectations, Adam reveals how focusing on the right areas can significantly impact retention and drive growth.
Mentioned Resources

• Startup Dad Podcast
• Mozilla
• Imperfect Foods
• Fishman AF Newsletter
• Reforge

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Chapters

1. E267 | How to Shift Seemingly Uncontrollable Churn into Retention-Driven Growth with Adam Fishman (00:00:00)

2. Balancing Parenting and Entrepreneurship (00:03:58)

3. Challenges with Pledge Retention at Patreon (00:08:20)

4. Psychological Hooks and Habit Formation (00:16:27)

5. Identifying Controllable vs. Seemingly Uncontrollable Churn at Patreon (00:22:21)

6. Addressing Logistics and Customer Experience Issues (00:30:25)

7. How Imperfect Foods Managed Seemingly Uncontrollable Churn Factors (00:35:26)

8. Balancing Average Order Value and Customer Satisfaction (00:37:35)

9. Turning Seemingly Uncontrollable Churn into Growth Opportunities (00:41:35)