It is not only possible to combat customer churn, but it is also necessary. Below are 12 effective ways for entrepreneurs to achieve what they want – reduce customer churn. It is necessary:
Analyze the reasons for churn
The most trivial action, but some companies cannot successfully perform even this. You just need to communicate with the audience in person or by phone. This way, clients will immediately see your interest in them. Anyone is pleased when they are remembered, their opinion is taken into account and their wishes are of interest.
In this case, it is very ineffective skype database to send questionnaires via messengers or emails, because the buyer will simply forget about them or immediately send them to the spam folder. It is much more reasonable to go to live communication. Hear the real reason why your product has ceased to satisfy the customer's request.
To be sure to communicate with the client, try to contact him through all known channels: chat, social networks, phone, mail.
Actively work with clients at risk
It is easier to prevent a client from leaving than to bring them back. Therefore, it is necessary to find out the reason for the desire to terminate cooperation and work on it.
B2B companies have to deal with this problem more often than others. Statistics show that more than 35% of B2B organizations have used tactics to return customers from the risk zone and have been able to significantly reduce the churn of the audience. They have learned to correctly identify buyers who want to turn to competitors, and then direct their best account managers to eliminate errors in communication with the audience.
Working with clients at risk
In the early 2000s, it was almost impossible to analyze such processes. 20 years later, machine learning methods appeared. They allow you to automatically show clients who have begun to doubt the success of cooperation with your company.
Actively engage with the audience
It is necessary to attract the target audience to interact with the product. Clients should feel the value of the product in their lives and feel that they themselves are involved in this.
There are several ways to achieve active engagement. For example, by providing customers with rich and comprehensive content about the key functional benefits of the product. You can provide customers with regular news updates, talk about special offers, and ask people for their opinion on changes. It is also worthwhile to engage customers in cooperation through all possible communication channels.
The most popular method at the moment is to create a customer journey map. It will help you learn about interactions with the buyer across all channels, devices, and touchpoints at each stage of the person’s life cycle. This information will help you deliver relevant content in the right situation.
Another way is to track mentions of products and production in general on the Internet. It is by key phrases that you can quickly find the latest requests or opinions about the product, finding out what the target audience really thinks about the company and its products.
The most obvious thing that needs to be implemented urgently, if it is not already used, is feedback. After any interaction between a customer and a product or company, it is necessary to find out their impressions of what happened.
An analysis of the reasons for the churn is necessary. It will clearly demonstrate erroneous actions or the absence of some important decisions on your part. Thanks to the analysis, you can track the behavior of those customers who did leave. This information will help you predict similar actions of other consumers in the future, and therefore, identify those who wanted to l