218: (Tip) Lessons from Former Customers

Jeannie shares tips for using insight from former customers to improve the experience for current and future customers. What can we learn from former customers? We thrive on customer feedback to continue improving service and the overall experience, but what about those who are leaving us? Whether it’s because we don’t like to think about them, or because we don’t see the value in communicating with those who will not pay us, we lose sight of former customers. Those former customers are still valuable, but it’s not because we can try to win them back. They can provide a wealth of insights into why customers are leaving, where the customer journey needs more attention, and how to innovate for the future. “Dig in and see what’s going on before losing more customers for the same reasons.” - Jeannie Walters Have you considered the value of your own former customers, or are they just out of the picture? Why not leverage this resource for feedback, suggestions, and insights for improving the experience for current and future customers? To get the most out of what former customers can offer, Jeannie has some tips you can use today! Related Content 360Connext® post, Surveys Results are Great, but What About the “Untold” Feedback? Customers That Stick® post, Understanding the Other Side of a Bad Customer Experience Episode 096: Jay Baer, Hug Your Haters Episode 167: Signs You’re Losing a Customer We're on C-Suite Radio! Check it out for more great podcasts Sponsor message: Free Webinar On Demand Jeannie is a Certified Customer Experience Professional (CCXP) who has held highly engaging Customer Experience Mission workshops for larger audiences, and customized ones for clients with outstanding results. Sign up to learn how to start your own Customer Experience Mission for free! Make your mission statement meaningful both to customers and employees Ensure customer-facing employees meet and exceed expectations Turn ordinary processes into a conduit for your mission Steps for creating a mission your team will be proud to get behind Visit CXWebinar.com to sign up for free and check out more free webinars.   Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices