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When A Customer Wants To Cancel

The Experience Maker
When A Customer Wants To Cancel
By Dan Gingiss • Issue #67 • View online
Most companies spend a lot of time thinking about the sales and marketing process, the customer onboarding process, and the larger customer experience. But very few think strategically about when a customer wants to cancel or otherwise “break up” with them.
This is sometimes called “offboarding,” and you should definitely be measuring how often it happens by looking at customer experience metrics like retention rate or its inverse, churn rate.
Customers wanting to cancel is just part of doing business. They may have any number of reasons… CONTINUE READING

When a customer wants to cancel, make it easy for them to do so.
When a customer wants to cancel, make it easy for them to do so.
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Thanks to Lori P for today’s submission! https://t.co/2tm18lXARb https://t.co/d1J6dzFszv
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