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Cover of Fix the Leak: A No-Jargon Guide to Customer Retention for Ecommerce Founders, by Samantha Goodwin

PDF and epub, 144 pages

The book

Fix the Leak

A No-Jargon Guide to Customer Retention for Ecommerce Founders

Stop replacing the customers you are already paying to lose.

Most small businesses spend their marketing budget filling a leaky bucket. They acquire constantly because they are losing constantly, and the treadmill moves fast enough that nobody looks too closely at the hole in the bottom. This is the book about the hole.

£19One payment. No subscription, no upsell.
Buy the book

PDF and epub, downloadable the moment you pay. 30 day refund, no questions.

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Written by someone who spent over a decade running a direct-to-consumer subscription brand, building the retention systems this book describes. Not theory collected from other people's case studies.

What you will learn

  • Calculate the one number most business owners have never worked out, and why it changes every decision you make
  • Map the real customer journey, gaps and silences included, instead of the clean version in your head
  • Build a three layer system across onboarding, ongoing engagement, and intervention
  • Turn customer support from a cost into a retention channel
  • Run win-back, loyalty, and discounting without eroding the margin you have worked to protect
  • Turn all of it into a Monday morning action you can actually take this week

What is inside

Five parts, 22 chapters, and a closing chapter of Monday morning actions, one for every chapter in the book, so the reading turns into doing.

  1. Why retention beats acquisition

    The number most businesses do not know. Acquisition as a tax on a broken business. The 5 percent rule. What consistent pressure actually means.

  2. Plug the gaps first

    Mapping the real customer journey. Why the first thirty days decide everything. Why customers go silent. The support conversation you are wasting.

  3. The pressure system

    Touchpoints rather than campaigns. Email done right. The win-back window. Loyalty that earns it. The discount trap.

  4. Grow what you have

    Selling more to people who already trust you. The referral you never asked for. Segmentation without the spreadsheet panic. Price, value, and the customer who stays anyway.

  5. Making it stick

    The metrics that actually matter. Building a retention calendar. Small team, big system. The compounding effect in practice.

Who this is for

Buy it if

  • You run an ecommerce or subscription business and you are the one writing the emails
  • You are spending on ads to replace customers you suspect you should have kept
  • You have never worked out what a customer is worth to you over their lifetime
  • You want a system you can build yourself, in the hours you actually have

Skip it if

  • You have a CRM team, a customer success function, and a data warehouse
  • You are looking for growth hacks, viral loops, or an acquisition playbook
  • You want software recommendations rather than a way of working

Who wrote it

Samantha Goodwin

Samantha Goodwin has spent over a decade running Lean Greens, a direct-to-consumer subscription brand, building the systems that kept customers coming back rather than just the ones that brought them in the door. She now runs Leithen Lane, working with ecommerce founders and small businesses on the retention and operational work that most agencies skip past on the way to the next campaign. Fix the Leak is built from what actually worked, not what looked good in a case study.

More about Samantha

Questions before you buy

What exactly do I get?
Both formats of the complete book, 144 pages and 22 chapters, as a PDF and an epub. Download links appear the moment you pay and arrive by email as well. Yours to keep, no account to create, no reader app required.
Is this the same as the free chapters?
Part One is the free excerpt, four chapters making the case for why retention matters. This is the whole book, including the eighteen chapters that build the actual system, and the closing chapter of Monday morning actions.
Can I get it on Kindle or in paperback instead?
Both are on Amazon. Buying here gets you the PDF and the epub together for one price, and the money reaches me rather than going most of the way to Amazon first. The epub sideloads onto a Kindle in about a minute.
What if it is not for me?
Email me within 30 days and I will refund you in full, no questions and no form to fill in. You keep the files. I would rather refund one person than have them feel stung by a book about not losing customers.
Is my payment secure?
Payment runs through Stripe, on Stripe's own hosted checkout. Your card details never touch this website at any point, and nothing about them is stored here.
Do I need to be technical?
No. There is arithmetic, and there is a free calculator on this site that does it for you. Everything in the book was built and run by one person using the tools a small business already pays for.

The customers are leaving either way

The only question is whether you find out why. 144 pages, both formats, £19, and a 30 day refund if it turns out not to be the book you needed.

Buy the book for £19

Not ready? Read Part One free and decide afterwards.