Scenario
Churned customers aren’t always gone for good. You can often win them back if you resolve their reason for leaving, such as a new version of a product that addresses the problems they experienced.
Record the reasons for every lost customer and segment them into high-level categories, such as pricing, budget, product features, and customer experience. Capture relevant details, including desired features that didn’t exist or a problem with your customer service. Then develop messaging tailored to those reasons. Email campaigns that acknowledge prior limitations and communicate subsequent improvements can be combined with a free trial offer to win back the customer.
Trigger
- Customer churns for a stated reason
Actions
- Tailor campaign messaging to specific churn reasons
- Segment churned customers into email campaigns that acknowledge gaps in features or customer service and highlight how you’ve improved