Practice
Dig past the stated cancellation reason
Treating a customer's first stated reason for cancelling (e.g. 'too expensive') as a symptom rather than the cause, and probing further to find the deeper, more actionable reason.
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Practice
Dig past the stated cancellation reason
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Context
customer research
Related Concepts10
Transcript mentions
And that is never ever ever the reason. How do I know?
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Practice
Dig past the stated cancellation reason
Treating a customer's first stated reason for cancelling (e.g. 'too expensive') as a symptom rather than the cause, and probing further to find the deeper, more actionable reason.
Context
customer research
Related Concepts10
Transcript mentions
And that is never ever ever the reason. How do I know?