When customers leave, it hurts…
And you can’t do anything about it.
But Alex from Groove managed to turn churned customers into a source of great insights.
These insights helped him:
+ Uncover some bugs that active customers weren’t telling them about.
+ Discover hang-ups in their UX that they didn’t catch.
+ See workflow inefficiencies for use cases that they had never considered.
As a result – they were able to fix those issues and prevent existing customers from churning.
Here’s the exact email Alex sent to his churned customers…
that resulted in a 14% response rate:
Subject: What could we have done better?
Body:
Hey First Name,
I noticed that you didn’t upgrade your Groove account. I completely understand that Groove isn’t the best fit for everyone, and there are no hard feelings on my end 🙂
But if you’re willing to answer, I have a quick question: what could we have done better to keep you as a customer?
Just hit “reply” and let me know.
Thanks!
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