Often, even though you have done everything possible, a customer or two would decide to leave your company. They might unsubscribe from your newsletter, stop ordering from your website or not visit your shop anymore. Whatever the reason, they have decided to leave your company. Read below to find out what to do in such a situation:
1.Send an exit survey
One of the first things you should do when a customer leaves your company is to ask them “Why?”. Therefore, send them an exit survey as soon as possible. Customers usually don’t have an issue telling you why they have decided to leave. Ask them for open-ended feedback about their experience with your company, products and services. In addition, encourage them to share their reasons for leaving and what they would change in your company. In this way, you show that you care about them and they are not just another nameless figure in your spreadsheets.
By just giving your customers the opportunity to write down why they are not satisfied with your company, you give them an outlet for their frustration. Sometimes this can be enough for them to change their minds. Other times, it might not be and they might still decide to leave you and try your competitors. In any case, take this as a learning experience. The feedback they are providing you with is very precious as they are saying what other customers might already be thinking. Thus, even if you lost this customer, you can prevent others from leaving.
Once you have received your customer’s feedback, it is important to self-reflect on how you could have prevented this. Ask yourself the following questions:
- Were they your target customers? Did you lose them because they do not belong to your target audience and are not interested in your products?
- If they were, how could you have better enticed them to buy from you? Did they need more support, information about the product, customer reviews and experiences, or lower price?
- If they already bought from you, but were not happy with the product, what are the reasons? Were they dissatisfied with the delivery time, quality, durability, customer service, or something else?
- If they were not dissatisfied, do they no longer need the product? Or have they switched to a competitor?
- Is there a way to make them stay by offering them incentives, such as free shipping?
- What can you learn from this experience and how can you improve?
Finally, you need to take this negative experience and turn it into something positive: a lesson learned! You will need to constantly adapt your products and services to stay ahead of your competitors. Constantly ask your customers for feedback, so that they feel heard and valued. Thus, you can make products which your customers will actually use and you can have a lower customer churn rate.