I'm doing a lot of research into churn based on some experience I did with a startup. It's very costly and it's also massively informative post-churn.
There are tons of tools out there to predict churn, but when customers DO leave, we tend to send out a survey or try to ask them ourselves. They will lie to you. They will not tell you the real reasons they left because you are too close. Studies show that 9 times out of 10 the truth is never revealed if the company that they left tries to inquire "why" they really left.
Knowing the real reasons they leave can provide actionable insights to sales, marketing, leadership, and strategists.
Q: Would you find value in a skilled user research pro who anonymously interviewed customers post-churn and provided you the REAL reasons they left + actionable insights?
Thanks for your time!
Hello Shane Ketterman Amazing idea...! Would definitely go for a tool like this, can u give some more clarity as to how u would approach this? Do u have a landing page or something where can i read more about this?...Thank you.
Thank you so much @Anjanesh_Sharma I really appreciate that. I do not have a landing page yet but am putting that together as I type this; which will give far more insight into the outcomes and the reasoning behind this, i.e., the value created. What I can say is that I have done this informally and if you use the correct methodology to find out "why" somoene left, then you have a map (the outcome) to make improvements that correlate to reducing churn when and if it happens.
@Anjanesh_Sharma When I have more information would you like me to ping you so you can see details?
@shaneketterman would love to hear more about this drop me a mail when u have more information thankyou...!
Hey there Anjanesh! I put together a landing page as an initial step and I would love your thoughts! I didn't have your email so just pinging you here: https://www.churnpros.com
Hey @shaneketterman Thankyou for reaching out... would definitely have a look at it..!