095: Offboarding Customers

We all know the customer onboarding process should be as simple and satisfying as possible, but what about offboarding? The experience customers have when they leave you can have a huge impact for the long term. The customer journey does not stop when they’re leaving you. In an ideal world, we would never have to say goodbye to customers. So we don’t like to think ahead to customer offboarding. It’s really easy not to think about! But churn rate is all too real. Do you understand the offboarding process as part of the customer journey? Many companies have a very narrow-minded view of this critical part of the journey – from making it difficult to cancel to treating customers poorly. Are you turning the relationship sour when customers leave you? Like it or not, customers are going to remember you by what happens last. What would you like them to declare to their thousands of Twitter followers? Even if you’re sure they will never return, customer offboarding is NOT the end of the journey. How can you make it a part of the otherwise excellent experience you provide? Adam and Jeannie share some helpful tips in today’s episode. Related Content 360Connext® post, Should It Be Painful for Customers to Cancel? Customers That Stick® post, From the Archives: Losing Customers Means… Episode 037: Experiences Rule, Ben Blakesley, and Fraudsters Sponsor message: Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com. Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices