I would love to know your strategy for retention with the room. When you implemented bonuses after so many months, did you give those bonuses to previous members as well? What are the time frames that you send the emails about the bonuses for yearly and upgrading to get all of those bonuses now? What do you see working the best right now with retention?
Kate's answer
Part 1 · 4:55
Part 2 · 4:11
Kate's take, in a sentence or two
Kate said room retention was a major focus for her and Rachel, involving a mix of tactics: a new buyer onboarding/nurture sequence with weekly action steps and engagement nudges, boosted annual upgrade incentives (raising the discount from 30% to 40% plus bonuses like Voxer sessions or coaching), and milestone/loyalty rewards emailed before renewals, which she said worked well since people redeemed rewards and stayed longer. She also mentioned existing tactics like personalized welcome messages and win-back emails for cancellations, plus upcoming plans for an AI-powered "traffic light" system (still being built by Rachel) to flag early signs of disengagement, while ideas like handwritten cards or gifts haven't been implemented yet.