54. My CX Escape Room Strategy: A case study in engagement & loyalty

In today’s episode, I take you on a behind-the-scenes tour of one of the most effective membership experiments I’ve ever run inside Retention Lab: the CX Escape Room Challenge.

What started as a 3-day “part challenge, part game” experience quickly turned into a powerful retention engine that increased engagement, brought in new members, and helped existing members finally take action and get quick wins.

If you’ve ever felt like your membership (or online business) needs more content to keep people around… this episode will completely flip that belief on its head.

Because the truth is:

people don’t leave because you didn’t post enough. They leave because they didn’t get results.

This episode is packed with insights on momentum, gamification, micro-commitments, and how to create experiences that feel personal, even when they’re automated behind the scenes. 

What we cover:

• The thinking behind my CX Escape Room Challenge
• How the Escape Room created instant momentum and quick wins in my membership
• Why the challenge worked so well even though it was mostly automated
• How I turned quiet members into active participants overnight
• What didn’t work & the lessons learned

View the episode transcript here.

Where to from here?

Grab the State of the Customer Report FREE right here.

Generate 10 tailored-to-you survey questions FREE right here.

Join Retention Lab🧪, the community to help you b uild a signature customer experience that keeps people coming back, gets them talking and grows your business without you having to start from scratch every single month .  Join here!

Find out how you can get my strategic customer experience brain on your brand here .

Check out my favourite CX tools and resources here.

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