Churn/Win Back Customer Interviews
Continuing with the series on the types of Customer Interviews, today's we're going to focus on Churn/Win Back Customer Interviews.
When to do them?
- When your customer churn rate is too high
- When you're losing customers, and don't really know why
How often to do them?
- Every six months
- Ongoing
Who is the target audience?
- Ex-customers
What you're trying to understand?
- Why customers leave
Sample questions:
- "What did you expect from our product, and what did you experience?"
- "What happened that led you to consider choosing another solution?"
My closing thoughts on Churn/Win Back Customer Interviews:
Churn/Win Back Customer Interviews are commonly conducted via survey, but if you want a better understanding of why your previous customers leave and where they go, I highly recommend 1:1 interviews. You'll get deeper insights into the gaps in your current sales process, marketing messaging, and product offering.
If you have questions about Churn/Win Back Customer Interviews, let me know.
#B2B #CustomerInterviews #FocusVertical
