How can you use feedback to identify at-risk customers?

When customers feel someone else (perhaps the manager or a different function) apart from the usual client facing chanel care about them, customers may feel more valued and empowered. That they are contributing to the company’s success and want to see you win too.

I love asking for customer feedback early and often. We try to collect feedback 7 days, 21 days, and then monthly or every month thereafter. I prefer to use binary feedback... Did you have a great experience or a bad experience? Do you love us or hate us. We recently ditched the whole scale of 1-10 NPS deal because it leaves too much ambiguity and NPS was created like 20 years ago. It's time for a change. Love us or Hate us. Great experience or bad experience. Once you get this feedback, then it's time to act on it right away. If it's negative... call the prospect or customer asap and work to turn that frown upside down. If it's positive, find out what they love, can you educate them more & also see if their are expansion opps

Anyone that gives you a negative score on NPS or CSAT is at risk. I would call, email, text or reach out right away. Typically it's a feature or a problem they just don't know how to overcome with your solution. This tends to be an easy fix that some quick product education can solve. Do whatever it takes to make the customer feel appreciated and understoond. Leverage empathy and work hard to turn around the negative feedback loop. Additionally At-Risk customers ask for copies of their contracts or when is their renewal. I've never really had anyone who was loving the software ask for a copy etc. These accounts are typically at risk and should be reached out to.

Being proactive with customers in areas such as education, adoption, onboarding, and engagement is crucial for fostering a positive and lasting relationship with them. Customer education plays a key role in this process. By providing comprehensive, easy-to-understand educational resources, companies can empower their customers to make the most of their products or services. This approach not only helps in reducing confusion and frustration but also enhances the user experience, leading to higher satisfaction and loyalty. Proactive customer education initiatives, like webinars, tutorials, and FAQs, can significantly reduce the load on customer support teams by addressing common questions and issues before they arise.

Creating health scores for customers in business is a vital strategy for fostering long-term success and sustainability. A health score is a metric that gauges the overall 'health' or satisfaction level of a customer with a company's product or service. This metric is critical for several reasons: Health scores enable businesses to predict customer behavior, such as the likelihood of renewal, upsell opportunities, or the risk of churn. By analyzing these scores, companies can proactively address potential issues before they escalate, ensuring customer retention. Personalized Engagement: Understanding the health score of each customer allows for tailored communication and engagement strategies. Custom messaging at the perfect time.

Selecting the right customers to collect feedbacks is also important, as you do not want to annoy the busy customers. And if a customer gives really negative feedbacks, you would need to address it since you have heard it. You cannot unheard or delegate it. Or you may be creating an issue for the company that wouldn’t have taken place if no one solicited feedback directly from the customers.