1 smart way to win back canceling customers

It’s hard to change the mind of canceling customers, but they are still a better opportunity than trying to convert someone who’s not familiar with your brand.

Here’s a smart way on how to win back canceling customers that I noticed on LeadPages and Pure Chat.

Whenever someone initiates a cancellation, they see "Please indicate the reason for canceling:" and the following set of options:
1. Need a break (Pause My Account)
2. Cost
3. Difficulty of Use
4. Missing Functionality
5. Using Other Product
6. Not Using It
7. Something Else (Tell us the reason)

You can’t cancel until you choose an option.
Once you do, the app gives you alternatives that are relevant to your motivation.
For example, if you choose cost, you see the option of downgrading your account, and so on.

Source: www.appcues.com


Cheers,
Charlie Patel ;)



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