Churn Part 1 - How to Increase Survey Response Rates - gaingrowretain
<main> <article class="userContent"> <div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://gaingrowretain.vanillacommunities.com/home/leaving?allowTrusted=1&target=https%3A%2F%2Fus.v-cdn.net%2F6035665%2Fuploads%2FELKCVONN7T8N%2Fblog-1-survey.jpg" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6035665/uploads/ELKCVONN7T8N/blog-1-survey.jpg" alt="Blog 1 - Survey.jpg" height="483" width="724" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><strong>Author – Anita Toth 11/13/2020</strong></p><p>I'm trying something new to help GGR members with questions around using customer feedback to reduce churn.</p><p><strong>This blog is PART 1 of a 5-PART churn reduction series </strong></p><p>Over the 5-PART series, I'll be posting different aspects of using customer feedback to reduce churn.</p><p>You’ll learn:</p><p>➡️ how to increase survey response rates</p><p>➡️ the 2 best places to gather customer feedback</p><p>➡️ how to use your feedback to discover where to reduce churn first</p><p>➡️ how to uncover your customer’s true wants, needs and desires</p><p>➡️ the 3 specific places to use customer feedback to lower churn</p><p>My hope is that you'll read the entire series and discover some actionable information about how to use your customer feedback to decrease churn. 👍</p><p> Let's get into it.</p><p> <strong>PART 1</strong></p><p><strong>"How do I increase the response rates to my surveys?"</strong></p><p>This is one of the most vexing question for anyone who has ever sent out a survey.</p><p>And here’s the reason why:</p><p>WE KNOW SURVEYS CAN GIVE THE ANSWERS TO QUESTIONS WE HAVE ABOUT OUR CUSTOMERS. </p><p>We all know there are areas that can be improved in the customer experience.</p><p>We know that customers churn because they’re not happy.</p><p>We know some of the reasons why they churn but not all of them.</p><p>The more customers participate in surveys, the more data is available to make strategic decisions on what needs to change in order to retain customers.</p><p>That’s why surveys are sent out in the first place – to gather useful data to inform those strategic decisions.</p><p>BUT …</p><p>How do you get people to participate?</p><p>Before I answer that, I want you to think back to a survey you filled out recently.</p><p>How did you feel filling it out?</p><p>Did you even notice that you felt anything?</p><p>Most of the time when I fill out a survey, I just go through the motions. I pick a number or just leave a one sentence comment. I really don’t feel much one way or another.</p><p>BUT …</p><p>If I’m upset, I will write a novel detailing the precise ways that I was disappointed or left feeling upset.</p><p>It could be the same survey I’ve taken a hundred times before. But if I’m feeling upset, I will fill it out much differently.</p><p>The key to increasing response rates is to influence the FEELING your customer has BEFORE they fill out the survey.</p><p>That sounds logical, right?</p><p>The challenge, of course, is how do you get your customers to feel strongly enough that they want to fill out the survey?</p><p> <strong>CHURN PART 2</strong> is about how to generate that feeling so customers want to fill out your surveys. 👍👍</p><p>Reply below if you want me to tag you in the next post!</p><p>#CustomerHealth</p><p> #CustomerJourney</p><p> #CustomerSuccess</p><p> #Metrics</p><p> #Outcomes</p><p> #Strategy</p> </article> </main>