Get your proverbial thermometers out - it’s time to measure customer health!
When it comes to churn, diagnosis can be hard. Sure we have those emergency cases where customers are showing debilitating signals of poor health. But some of the most dangerous cases are the insipid ones - where churn catches us unaware and unprepared.
We all know that preventive care has the biggest impact on health outcomes. But if we don’t have a robust, specialized system in place to monitor the right indicators, sometimes we can leave it too late. Measuring customer experience is particularly hard - most companies use a range of diagnostic metrics and still feel like their results come back inconclusive.