There’s nothing wrong with asking former customers why they dropped your service. But this research can’t substitute for in-depth interaction with customers (and non-customers).
Newsletter Archive: 2018
Volume 16, #3, May 2018
How Comcast might have kept my business, and how you can learn to keep your customers
Volume 16, #2, April 2018
Stop guessing what customers are thinking
Often, we don’t have a clue what life is like for other people. That’s why relying on personal experience as a basis for creating and marketing products goes only so far. The only way we understand other people is by asking questions.
Volume 16, #1, February 2018
Look for expert help that assures lasting outcomes
The first step in a successful consulting relationship is hiring the right firm. Some of the characteristics that might seem helpful initially won’t serve you in the long run. So what should you look for?