[Podcast] Don't Assume a Quiet Customer is a Happy Customer

When analyzing why your customers churn, do you ever step back and look at how long it’s been since you last spoke with them?

Whether you offer SaaS, services, or something else, a long stretch of silence from a customer is often an indicator that your relationship is not as strong as it could be.

Show Notes

In this episode, Nicole and Jon explore why it’s essential to constantly be talking to your customers and how to do so in a way that is feasible for both parties. They discuss what they learned from personal communication wins and failures, and provide tips on going the extra mile to create happy, engaged customers.

Jon is a big fan of Steve Blank and his concept of “getting out of the building” to talk with your customers. Routine conversations with your customers can strangely be one of the toughest habits to maintain. people are busy. Once a month or even once a quarter may seem like too much of a commitment for some. But, these conversations are extremely valuable. Businesses that make customer communication a priority will make better informed product decisions and develop deeper relationships with their customers.

This does not mean just waiting for a support ticket or issue to arise. Do the hard work of being pro active and facilitating conversations with your customers at all times.

Don’t make the mistake of assuming a quiet customer is a happy customer.

About the Hosts

Nicole Mears

Nicole is a former PPC analyst, department head, and product manager. She focuses on marketing and customer success.

Jon Davis

Spent years as a PPC consultant and agency analyst before focusing on making software.

Contact Us

Reach out to us with any ideas, questions, or feedback on the podcast!

  • jon@shape.io
  • nicole@shape.io
  • max@shape.io

Credits

This episode was produced by Max Bettendorf.

A big thanks also to 🎼 Music Flow Teaching for the intro and outro music, if you are in Central Oregon you should look them up for in-home creative music lessons.🎼)