Hey Nopadon, great video! How do you convince someone who just churned to tell you the real reason? Most of the time they will just not pick up the phone, respond to email or just give a superficial answer like "I found something that fits me better".
Good question Laurentiu, Diego here, a couple of tips that help with that: - Spot low activity as soon as possible, if you call after they cancel the plan is already too late - And/or try to create relations with them WHILE they are still active, much more chances they reply and tell you why out of respect for everything you did for them before.
You are right. So let's take a look at the stages. In the first stage, "interested visitor". You can speak to customers who've recently signed up (the fresher, the better) and talk to them about if they had any comprehension issues " what were they looking to do? Why are they signing up today? You're going to listen for comprehension issues. "Hmmm, I wasn't sure if it did..." The more of these you do, patterns will emerge. Then you can address the comprehension issues on the landing page copy etc. In my experience, lots of "free trials" are people who just wanted to see what's on the other side of that signup form. Unfortunately, the app/service/software hasn't given enough information, and prospects have to essentially sign up for a trial to see what it is. Maybe you could have screenshots/vids to help clarify. 'Used you once": Again start with people who are fresh signups. You are looking for as many use cases as possible. Not everyone signing up for your product will use it the same way, have the same context, or use case. You'll listen to how they got on with it in the initial stages, listen for friction, comprehension issues, and struggles to integrate it into their lives. You can also contact people who stopped using (fresher the better) and find out their unmet needs. However, you've already raised the point that these people are hard to get in touch with. I hope this is helpful.
@@nopadonwongpakdee5155 Thank you very much! BTW, we've met in person a few years ago in Bucharest at a conference, I've got a lot of great ideas from you.
