- Work out which type of customer is most likely to leave. Don’t use your intuition; use basic data analytics instead.
- Test out using a Net Promoter Score email signature as a way of identifying dissatisfied clients (as well as potential advocates who can go on to become referral champions).
- Then find a reason to talk to them. Ensure the reason is relevant, valuable and worth their while.
Calling them with a short (five question) customer satisfaction survey may be the way to do this; especially if, for example, you offered to donate a small amount to their chosen charity once they’ve answered your questions.
It can be hard to measure improvements in retention, making it frustrating if you don’t see improving results. To get around this, focus on just one segment at a time.