SlideShare a Scribd company logo
THE KEY TO
REDUCING CHURN
MAPPING YOUR CUSTOMER’S JOURNEY
PamelaHerrmann.com@Pamherrmann
PAMELAHERRMANN.COM
THE COMMUNICATION CONUNDRUM
2 REASONS WHY
CHURN HAPPENS
PamelaHerrmann.com@Pamherrmann
DEATH OR MARRIAGE
i.e., They go out of business or they get acquired
PamelaHerrmann.com@Pamherrmann
UNMET EXPECTATIONS
EXPECTATIONS
OUTCOME DISAPOINTMENT
PamelaHerrmann.com@Pamherrmann
CUSTOMER RETENTION
EXTEND LIFETIME VALUE
CUSTOMER CENTRIC
INCREASED PROFITS
ACTIONABLE INSIGHTS
SIMPLE
IDEAS,
DEEPLY
UNDERSTOOD
PamelaHerrmann.com@Pamherrmann
PamelaHerrmann.com@Pamherrmann
PamelaHerrmann.com@Pamherrmann
PamelaHerrmann.com@Pamherrmann
PamelaHerrmann.com@Pamherrmann
PamelaHerrmann.com@Pamherrmann
PamelaHerrmann.com@Pamherrmann
PamelaHerrmann.com@Pamherrmann
PICK ONE PART OF THE OPERATION OR END TO END
• Email onboarding
• Funnel
• Support tickets
• Calls
• Departments
• Fulfillment
• Upsell / downsell sequence
STEP 1 //
PamelaHerrmann.com@Pamherrmann
STEP 2 //
START WITH YOUR DATA
• Analytics
• Feedback
• Support tickets
• Social
• Ratings & review
PamelaHerrmann.com@Pamherrmann
STEP 3 // IDENTIFY DRILL SITES
• At what stage do they stop taking all action and fall off the grid
• At what stage are customers not taking the expected action
• At what stage do you see support tickets coming in
PamelaHerrmann.com@Pamherrmann
STEP 4 // MEASURE SENTIMENT
WHAT ARE THEY THINKING?
• IQ
• Skills
• Reasoning
• Knowledge
• Experience
• Education
PamelaHerrmann.com@Pamherrmann
STEP 4 // MEASURE SENTIMENT
WHAT ARE THEY FEELING?
• Desires
• Motivation
• Attitudes
• Preferences
• Emotions
• Values
PamelaHerrmann.com@Pamherrmann
STEP 4 // MEASURE SENTIMENT
WHAT ARE THEY DOING?
• Are they moving as predicted?
• Are you managing their expectations?
• Are you asking too much or too little?
• How high are you asking them to jump?
• Is what you’re asking in alignment with their perceived value?
PamelaHerrmann.com@Pamherrmann
STEP 5 // WHERE DATA ANALYSIS
& MARKETING MERGE
• If data collection is the goal, confer with Marketing to ask if this
data set is substantive to their work
• Begin with a hypothesis that you can test out
• Ask your team to provide 2 questions as to how you can improve
the copy
PamelaHerrmann.com@Pamherrmann
[PLACEHOLDER FOR MAP OF
IBOTTA CASE STUDY]
THANK YOU
PamelaHerrmann.com@Pamherrmann

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Pamela Herrmann - The Key to Reducing Churn - Mapping Your Customer's Journey