Blog - Churn Part 4 - What are your customers really thinking?

Options
Heather Wendt
Heather Wendt HLAdmin, Member Posts: 306 Gain Grow Retain Staff
GGR Staff 5 Likes First Anniversary 5 Insightfuls
edited July 2022 in GGR Cafe

In part 4 of a 5 part series on churn, Anita Toth takes time to look at how to utilize data from 3 different levels can help increase retention.

  • Surface Level - often single answer survey style
  • Medium - multi-level, often with open-ended questions
  • Deep - allows customers to provide greater detail and context to answers

The data you like have invested in tend to fall into the first 2 categories of data, while deep data, the 3rd level, can be more difficult to pin down and collect. Yet this is where a lot of the nuances that cannot be captured in the first two levels, adding a layer to your understanding of customers.

Deep data is collected by talking directly to your customers through focus groups and interviews. This tends to take more time and effort, but the results are worth it.

READ BLOG HERE

Once you have finished reading the blog post from Anita, take a moment to respond to the following:

  1. Are you taking the time to connect with your customers using interviews and focus groups?
  2. How does the data you currently utilize either support or not support a strong knowledge about your customer needs/wants?
  3. Which of the three levels of data could be improved at your org?
Tagged:

Leave a Comment

Rich Text Editor. To edit a paragraph's style, hit tab to get to the paragraph menu. From there you will be able to pick one style. Nothing defaults to paragraph. An inline formatting menu will show up when you select text. Hit tab to get into that menu. Some elements, such as rich link embeds, images, loading indicators, and error messages may get inserted into the editor. You may navigate to these using the arrow keys inside of the editor and delete them with the delete or backspace key.