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How I Used Improv to Become a Better CSM
Author – Alex Thebert 12/17/2020 I took my first improv class in the winter of 2016 -- nervous, afraid of messing up, and with a vague sense that I might not even like improv. Not only did I meet my fiancé in that first class, I gained the confidence to take more risks, be a more effective communicator, and make my…
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Churn Part 5 - Closing the Loop to Increase Retention
Author – Anita Toth 12/3/2020 “Whether it’s churning cream into butter or reducing churn in a business, both take a lot of effort.” Let’s get right to it. Here’s how to use all your customer feedback to lower churn and increase retention: Use the data collected during & after onboarding to create self-serve assets (videos,…
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Churn Part 4 - What Are Your Customers Really Thinking?
Author – Anita Toth 12/1/2020 You’ve done all the right things -- NPS, CSAT, CES and other surveys are sent out with regularity and at key times in the customer journey. You speak regularly with customers to make sure all is going well and provide the support they need for success. And yet, there’s so much you don’t know…
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Churn Part 3 - What the Heck Do I Do with All This Feedback?
Author – Anita Toth 11/23/2020 “What the heck do I do all this feedback?” That’s what one of my clients asked me after he ran a series of customer interviews. He had a LOT of data. It’s quite amazing how much data can be collected from a 30-minute conversation. It can also feel daunting trying to make sense of it all. It’s…
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Churn Part 2 - Unhappy Customers
Author – Anita Toth 11/16/2020 "Your most unhappy customers are your greatest source of learning." Bill Gates This is one of my favourite quotes of all time. But it’s likely not for the reasons you might be thinking. While I like this quote because of the learning element gathered from unhappy customers, (and if you know…
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Churn Part 1 - How to Increase Survey Response Rates
Author – Anita Toth 11/13/2020 I'm trying something new to help GGR members with questions around using customer feedback to reduce churn. This blog is PART 1 of a 5-PART churn reduction series Over the 5-PART series, I'll be posting different aspects of using customer feedback to reduce churn. You’ll learn: ➡️ how to…