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).
Newsletters tagged "Customer experience"
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 15, #4, June 2017
Focus on four areas to build products with market pull
What if you made a product that customers wanted so desperately they were willing to pay almost anything to get it?
Volume 14, #8, December 2016
Arguments for and against using the customer as the unit of measure for defining new products
It doesn’t matter what you call what the customer is doing. It only matters that you capture the emotional struggle surrounding that activity.
Volume 6, #7, November 2008
Offering Customers the Experiences They Crave
The days of viewing a product as a collection of features providing benefits to a customer are long over. With the increasing complexity of the world and the increasing sophistication of customers, companies are abandoning traditional ways of approaching product design. They're thinking about not just features and benefits but the experience a customer has when using a product or service.