Archive for the ‘Customer Education’ Category
Customer Education as a Retention Strategy
Written by diamondanalytics
Do customer education campaigns and efforts have a positive ROI?
Here is a case in point. We recently helped a client in diagnosing the high churn levels of newly acquired customers. After performing customer research on this segment, we realized that only about a quarter of the customers understood how their chosen product features compared to the spectrum of available offerings by our client.
Thus, many customers who were dissatisfied by their specific product features switched providers (rather than moving to a different plan with their existing provider) as they were unaware of the alternatives. This highlights the need of better customer education and experience during the sales process which is aligned with meeting the needs of the individual customers.