This is a PDF document titled "_100m retention playbook.pdf" created in August 2025. It is a business playbook authored by Alex Hormozi focused on customer retention strategies, specifically reducing churn and increasing lifetime value. The content includes detailed checklists, frameworks, and practical advice for businesses, especially gyms and membership platforms like Skool, on how to keep customers engaged and reduce cancellations. It is a structured instructional guide rather than a conversation or interview.
Questions this document answers
Five key activities identified for customer retention: Trace Attendance, Text 2x/WK, Handwritten Cards, Events, Exit Interviews.
The rate at which customers leave within a specific period, essential for measuring retention success.
Offering rewards or unlockables to motivate customers to reach key engagement milestones.
Strategies to foster community connections to increase loyalty and reduce churn.
Managing customer quality by addressing bad behavior and maintaining community health.