Don’t Ghost Me Audit

Let’s get your customers to stay awhile
I decipher areas of friction and opportunity to improve retention, conversion, and brand loyalty

Churn sucks.

You work hard on your product. Many people love it yet… some just don’t stay.

Why?

I will help you figure that out. I work at the intersection of brand, marketing, customer service, and operations—because I focus on one thing: the humans your brand is selling to.

With my Don’t Ghost Me Audit, I dive deep into the people who are buying and those who aren’t. I uncover the hidden reasons customers leave, pinpoint the exact moments of confusion or disconnect, and provide clear recommendations on how to course correct so more people stay, buy again, and recommend you.

The Don’t Ghost Me Audit is a human-centered analysis designed to help your leadership understand how people actually experience your brand — and make clear, shared decisions about what to fix first. In the end, you get a clear, actionable report outlining priorities, recommendations, and next steps.

Worried the report will sit in inbox purgatory? As a strategist, marketer, and writer, I can help you execute it too.

Let's chat!

the impact

  • Your customers are leaving for a reason—and it’s often not your product. Our work together will dive into why—whether that’s confusion about how to use the product, value concerns, lack of clear messaging, or so many more reasons. Then we figure out how to fix it so they stay.

  • Sometimes friction starts pre-purchase. Customer confusion, uncertainty on how the product works or if it’s for them, and unclear messaging can prevent customers from taking the plunge. Our work together will provide clarity from the jump, so you aren’t losing out on sales.

  • Our work together will help your audience feel more connected to the brand. Brand loyalty leads to sales, referrals, and overall good juju that returns to you.

let's get your customers to stay awhile

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Churn Sucks

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let's get your customers to stay awhile 〰️ Churn Sucks 〰️

My Approach

My nearly 15-year background in Design Thinking means I approach brand work through a human lens. I focus less on “customers” as metrics and more on how people experience, interpret, and trust brands in real life.

This audit is grounded in listening, pattern recognition, and prevention and rooted in a human-centered approach.

How it works

  • 01

    We kick off the process with an in-depth intake session to catch me up to speed. We discuss what is working, what isn’t, goals, and areas of focus for the project and the business.

  • 02

    I deep dive into your customer data—whatever is relevant to the issue(s) at hand! I review customer service tickets, social comments, reviews, and more to identify areas of friction and opportunity.

  • 03

    I analyze my findings, and organize them into a report for you. This includes my analysis, opportunity areas, and recommendations, prioritized, as well as insight into where teams may be misaligned, and which issues carry the highest risk if ignored.

  • 04

    From there, your team can implement the report, or if you need additional support, I can step into implementation mode. This offering is highly customized to your needs, which we will discuss! See Phase 2 below.

  • 05

    Once implemented, sit back and watch your customers stay. Churn be damned.

What this looks like

Phase One:
The audit + REPORT

The clarity and insight into why churn happens—and what to do about it

What’s included:

  • A review of brand messaging across your website, marketing channels, and key email flows

  • A deep dive into qualitative customer data, including:

    • Customer service tickets

    • Social media comments and questions

    • Subscription cancellation data (when relevant)

    • Reviews and customer feedback

  • Pattern analysis to identify where customers feel confused, frustrated, or misled

  • A prioritized map of customer friction points based on impact and urgency, and tied to who should own them internally

The final result:
A structured, easy-to-digest report that gives you clarity, alignment, and a focused roadmap for reducing friction and improving retention… without guessing where to start.

Starting at $7,500

Phase TWO:
IMPLEMENTATION

Optional and highly recommended if your team does not have the capacity to implement it themselves

What may be included:

Implementation is not a pre-packaged service. It’s tailored to the findings from Phase One, your internal resources, and the level of support you want and need.

  • Copywriting and messaging updates, including:

    • Product detail pages (PDPs)

    • Marketing and brand copy

    • Email flows and onboarding

    • Customer service macros

    • Web and sales/wholesale copy

  • FAQ creation, clarification, or expansion

  • Content and editorial development

  • SOPs for recurring customer situations (for example: customers moving and needing to update their address)

  • Liaising with or project-managing internal teams or external partners for areas I can’t implement directly (such as operations or fulfillment)

Pricing tailored to client needs and scope

Let's get started

FAQs

  • This audit is for businesses and brands who are looking to improve conversion and retention, often (but not always!) at some kind of inflection point—a brand pivot, re-launch, or a moment where things just need a little more support. If your offering is solid yet you’re having trouble with your customers wanting to stay, this audit might be for you. Let’s chat—no strings attached—and see if it’s the right fit!

  • I will review your customer communication and examine several other aspects of the business. Churn isn’t solely about communication, though that’s often a piece of the puzzle. It can also include product confusion, operational challenges, and more. This offering spans across departments to paint a larger picture of what’s going on in your business, and where you can improve.

  • I’ve seen it time and time again with clients—they’re filling a leaky bucket. Customer acquisition is important and essential, but if you’re spending good money to acquire a customer, why waste it on preventable friction downstream? We’ll put your customer acquisition dollars to good use by ensuring people want to hang out for a while.

  • That’s totally understandable, and trust me, I’ve been there. My goal is not for this to be some report that collects dust on the shelf. In addition to clear, actionable next steps, prioritization, and practical, implementable recommendations, I can help you implement many of the recommendations myself in phase 2. With an extensive background in copywriting, brand messaging, marketing, and project management, I provide the strategy, and implementation is an optional add-on (which I highly recommend for teams without the capacity to implement themselves).

    In short, let me continue to help you if you need it! We can develop a phase 2 scope that meets your needs, budget, and timeline.

  • Thanks so much for asking. With a nearly 15-year background in design thinking (and a degree in psychology!), I am passionate about understanding the people brands serve. With a background in starting several of my own businesses (hello, seeing every aspect of a business as a solo founder!) in retail, community, and consulting, and in advising over 500 entrepreneurs on launching and growing their businesses, my perspective is well-rounded and multi-faceted. In the end, I am a strategist at heart (ask me about the time when my former boss almost fired me for asking “what’s the goal?” one too many times). This offering combines my strategy, marketing, messaging, and design thinking background of over a decade into the ultimate package to help you understand your customers and improve conversions, retention, and brand loyalty.

Ready to explore working together?

Let's do this