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Researching why customers churn (and how to reduce it)
December 11, 2024 @ 12:00 pm – 12:45 pm EST
[URL to this listing: https://usercalendar.com/event/researching-why-customers-churn-and-how-to-reduce-it/]
There are sales departments but no churn departments. However, understanding why customers churn and what could be changed to reduce it is vital for all businesses across industries.
In order to explore research techniques and approaches for understanding churn, I’ll be sitting down with Erica Gibson. As a UX research leader at companies like Telenor and SumUp, Erica has overseen research on churn in multiple industries and brings a wealth of experience in how to research this topic efficiently.
Agenda
1. Signs of churn – Proxies showing you will soon lose a customer
2. When and how to research churning customers
3. One-off vs continuous churn research
4. Q&A
Key learnings
Erica will share her techniques and experiences on how to gather insights from churning customers, leaving you with a process blueprint that you can easily follow.
About Erica
Erica is the co-founder of Before You Code, a consultancy helping companies build products that delight customers. With a PhD in medical anthropology, Erica worked in academia for years before becoming a UX leader at companies like Telenor or SumUp.
