Most companies can expect the inevitable, 10-20% YoY attrition of existing buyers. But under pandemic circumstances, businesses can’t risk any additional loss, making “the customer experience” an important area of scrutiny. Leaders must rigorously measure and track customer experience to predict which customers will defect. Those that go beyond high-level metrics like NPS and CSAT, to ID specific pain points at critical moments of truth, and establish clear insights-to-action feedback loops will succeed in idling defection and return to growth at a faster clip than the competition.
Watch the 30-minute on-demand webinar as we cover the specific data points needed to predict at-risk-buyers. Beyond intuitive hypotheses and “assumptions,” we share how data-backed analysis combined with qualitative insights can alter your retention curve.