Churn Prevention
When to use
Use this skill for churn prevention when you need to improve a customer outcome. The expected result is a customer improvement plan with an owner and metric.
Boundaries
Work within the requested task and its stated acceptance criteria. Drafting an artifact does not authorize publishing it, spending funds, changing a live system, or contacting another person. Identify any such action separately before taking it.
Inputs
Inspect customer segment, journey, contact history, and outcome data. Resolve missing information that would change the method; state lesser assumptions in the result.
Method
- Diagnose. Map the audience's need, awareness level, competing alternatives, offer, proof, channel, and intended conversion.
- Decide. Identify the highest-friction step and propose a focused intervention.
- Produce. Build a customer improvement plan with an owner and metric from the inspected material; keep assumptions distinguishable from observed facts.
Decision rules
- Build one message hierarchy: promise, supporting evidence, objection answer, and call to action. Avoid claims without proof.
- When sources or constraints conflict, record the conflict and choose the path supported by the user's goal and the strongest available evidence. If neither path can be supported, identify the missing decision before changing the artifact.
Domain rules
- Trace every factual claim to evidence and match the message to the intended channel.
- Define the conversion action and a metric before treating a campaign as complete.
Verification
Define a customer-facing measure and check for unintended effects. Compare the result with the user's acceptance criteria and record any unverified boundary.
Deliver channel-ready material with a distribution plan, tracking method, baseline, and one experiment worth running.
Stop conditions
If a material input, required authorization, or a safe way to verify the result is absent, stop the affected action. Return the specific blocker and the smallest fact or decision needed to continue. Do not report an unrun check as passed.
Output
Provide a customer improvement plan with an owner and metric. Include the decisive evidence and actual verification result. Name any artifact location and unresolved issue that affects its use.