Never let a customer go without asking why they're leaving. This simple and oft-overlooked action reduces churn rates — big time.
While most users won't take the time to tell you why they're leaving, the insights you do gain will be worth their weight in gold. Alex Turnbull of Groove ($500,000/mo) reduced churn by a whopping 71% by sending an email to customers when they canceled or didn't upgrade their subscriptions. The ask was simple: "What could we have done better to keep you as a customer?" Patterns regarding why people left soon emerged and Alex was able to identify what needed to be immediately addressed, thus dramatically reducing churn.
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