Turn Customer Departures Into Your Competitive Advantage
With Megan Eckman
fatcap-design.com
Tuesday @ 12 est
Workshop Description:
When customers cancel a subscription or complete your program, most businesses wave goodbye and move on. But here’s what they’re missing: those departing customers are walking away with incredibly valuable insights about your business.
Acquiring new customers costs 5x more than keeping existing ones, so why not tap into the goldmine of feedback from people who’ve actually experienced what you offer? Your former customers know exactly what worked, what didn’t, and what might have convinced them to stick around longer.
In this practical, 45-minute workshop, you’ll learn how to turn those departures into your secret advantage. Megan Eckman, a customer experience designer, will show you how to set up automated surveys that people actually want to complete, analyze responses for actionable insights, and use these insights to make your business stronger. Plus, when you handle departures with care, those same customers often become your best source of referrals.
What You’ll Learn:
- Which questions generate the most useful feedback from departing customers
- How to identify patterns and prioritize improvements from survey data
- How to select former customers for deeper follow-up interviews
- How to automate the entire feedback collection process
While your competitors are letting valuable insights walk out the door, you’ll be using them to build something better. It’s a win-win that most businesses never think to pursue.
Pre Work:
None! Just show up.
Key Considerations:
None
Walk Away With:
A cancellation/departure survey that will help you improve your business.
Megan Eckman
Megan is a design strategist who helps businesses uncover their core fans so that marketing becomes easy, products launch to eager fans, and customer retention is no longer an issue. She loves co-designing exciting customer experiences with her clients. She’s a proud neurodivergent who hasn’t found a box she can’t think outside.
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