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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…
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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 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 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 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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Something Scary: "We're Good"
Author – Russell Bourne 10/13/2021 Readers, we’re into October, and just as my last September article was about non-scary things, brace yourselves now. This one is going full Halloween, because not only is it scary, it’s in a disguise. I’m talking about the sneaky bad-news phrase a customer can say to you: “We’re good”.…
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Quick Hits: Things that Aren't Scary
Author – Russell Bourne 9/29/2021 October is Halloween month, the month of all things scary; before we get there, let’s briefly examine some things that are not scary. Selling Unrealistic quota is scary. Rejection is scary. Having someone think you’re pushy is scary. So selling is scary, right? Well, it can be if the…
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Engagement Month - Adding Energy
Author – Russell Bourne 7/21/2021 We’ve probably all had the experience of calling a customer - scheduled or not - and feeling like they’d rather not be on the call. Or, you’ve probably been in the middle of a call and suddenly thought, “I don’t know why I’m in this call, and neither do they”. Needless to say, when a…
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Engagement Month: Stay Out of the Friend Zone. Keep customer focused and engaged
Author – Ashley Harpp 7/15/2021 Customers don’t buy your product because you have a great personality. As great as you might be individually, they buy more because they have received value or believe they will at some point in the future. A friendly and personable attitude can go a long way but if you don’t understand your…
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Engagement Month: "Not Strategic Enough"
Author – Russell Bourne 7/7/2021 Gain Grow Retain proclaims July 2021 is “Engagement Month” and in this week’s blog, I’m going to start us off by discussing something I hear often from frustrated CS leaders: “my team isn’t strategic enough”. At its core, this complaint is a little bit about a CSM’s mindset, and a lot about…