How to ↘ churn and ↗ CLV | How happy are your customers really? ⭐️⭐️⭐️⭐️⭐️ (5/5)

I truly believe that early & regular engagement with the customer is the true and only way to reduce churn.

Startups and founders (past self included) underestimate the value of a customer that feels seen, heard and cared for.

People simply won't leave anyone (or anything) that makes them feel good.

Most startups I worked with as a consultant don't have a product related issue. 💡 They have a CSAT issue
💡 Most don't even know how high/low their CSAT is, it's based on assumptions and sometimes even derived from wrong KPI's

Improving CSAT is the number one thing you should focus on, when you have a churn issue (unless your product/service sucks 🥹)

How to improve CSAT
✅ Ask (the right) questions
✅ Solve their usage issues
✅ Listen to their feedback - often and without ego
✅ Involve them whenever possible

When/Where to ask questions:
→ Through social media (incl. Linkedin)
→ Via Newsletter / E-Mail correspondence
→ Whenever you have a 1:1 with a customer (doesn't matter what about), prepare relevant product related questions
→ Live Chat on your website
→ Weekly Zoom exchange with early adopters
→ During Demo sessions or onboarding
and more...

Also something I believe in general:
If you don't take action on something, the issue/pain isn't big enough (yet) 😌

How much is it costing you, not working on your customer relationship per month?

Improve your CSAT (or start by figuring out what it actually is) and watch your CLV 🚀