{"id":16843,"date":"2021-02-09T17:53:00","date_gmt":"2021-02-09T17:53:00","guid":{"rendered":"https:\/\/inmoment.com\/?p=16843"},"modified":"2021-11-24T05:09:35","modified_gmt":"2021-11-24T05:09:35","slug":"three-paths-to-understanding-why-customers-leave-your-brand","status":"publish","type":"post","link":"https:\/\/inmoment.com\/blog\/three-paths-to-understanding-why-customers-leave-your-brand\/","title":{"rendered":"Three Paths to Understanding Why Customers Leave Your Brand"},"content":{"rendered":"\n

Retaining customers<\/a> is one of the best ways to ensure that your brand is building a strong bottom line and an ever-improving experience, but keeping customer churn low is easier said than done. Customer churn is, unfortunately, an unavoidable fact of doing business, but that doesn\u2019t mean that brands have to let it happen in vain. Today, we\u2019re going to give you a quick rundown on understanding why customers leave your brand so that you can prevent future churn, retain loyal clientele, and continuously improve their experience.<\/p>\n\n\n\n

Enabling Storytelling<\/strong><\/h2>\n\n\n\n

One of the best ways to become aware of friction points within your experience is by letting customers point them out in their own words. We\u2019re not just talking written survey answers, here; experience feedback programs that enable multimedia feedback are among the most powerful tools for learning about problematic or broken touchpoints in your customer journey.<\/p>\n\n\n\n

Think about how much more human it is to see <\/em>and hear <\/em>customers express their concerns instead of just reading about them. Multimedia feedback empowers brands to understand customer concerns on a much more human level than surveys allow, which is also important for motivating employees. In short, empowering customers to express their concerns in their preferred format and sharing that frank feedback with the relevant teams is one of the best ways to motivate genuine improvement.<\/p>\n\n\n\n

Seeking Disclosure<\/strong><\/h2>\n\n\n\n

Receiving feedback from current customers is important, but what about past customers? What about the competition\u2019s? The best customer experience platforms are sustained by the best market research<\/a>, and brands that opt for the former can often receive the latter. Databases, customer panels, and other sources of market learnings are now available at the push of a button, and brands that want to understand their experience from all angles should seek this knowledge out as resources allow.<\/p>\n\n\n\n

Once you have all of this feedback and intel from customers both inside and outside your brand, a handy next step is to feed all of that structured data directly into a real-time text analytics<\/a> engine. This tool is incredibly helpful for brands because it can extract customer sentiment and reinforce organizations\u2019 knowledge of customer churn\u2019s root causes.\u00a0<\/p>\n\n\n\n

Keeping Churn at Bay<\/strong><\/h2>\n\n\n\n

Like we said earlier, brands can\u2019t keep customer churn out of the equation, but they can <\/em>do a great deal to prevent it with tools and methods like these. Reducing churn in this way is also great not just for churn reduction\u2019s sake, but also for creating a more human experience, instilling greater loyalty in customers, and creating a stronger bottom line.<\/p>\n\n\n\n

Want to read more on how you can improve customer retention? Our new eBook walks you through exactly how to build a holistic initiative and the math that will prove the value of your efforts! Check it out here.<\/a> <\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

Retaining customers is one of the best ways to ensure that your brand is building a strong bottom line and an ever-improving experience, but keeping customer churn low is easier said than done. Customer churn is, unfortunately, an unavoidable fact of doing business, but that doesn\u2019t mean that brands have to let it happen in Read more…<\/a><\/p>\n","protected":false},"author":19,"featured_media":16844,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[57,152],"tags":[464,467,431],"industry":[],"class_list":["post-16843","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-best-practices","category-customer-experience","tag-customer-churn","tag-customer-retention","tag-roi"],"acf":[],"_links":{"self":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/posts\/16843","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/users\/19"}],"replies":[{"embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/comments?post=16843"}],"version-history":[{"count":0,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/posts\/16843\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/media\/16844"}],"wp:attachment":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/media?parent=16843"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/categories?post=16843"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/tags?post=16843"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/industry?post=16843"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}