Every Friday, we’re answering your questions about business, startups, customer success and more.
This week’s question comes from Kate H., who asks:
Churn is a tough beast to battle, and it’s something that every business struggles with.
The most powerful thing you can do to reduce churn—if you haven’t done it yet—is going to sound simple and obvious, but so few actually take the time to do it: build a real relationship with your customers. Find out who they are, what they want, what they don’t want, and how you can make them happier than they could ever be with your competitors.
Every customer that signs up for Groove gets an email from me with a personal welcome and a simple question: why did you sign up for Groove?
I read every response, and we get huge insights from this about each customer and what success actually means to them, which helps us create a better experience that’s tailored to their needs.
This is email is just one of the things we do to accomplish this, but if there’s one thing I wish I had done more of when we were just starting out, it’s getting to know our customers and building deep relationships.