If you’re in the startup game, you’ve probably experienced/heard of churn before. It’s pretty much the Bain of our existence here at Asana — we *love* growth and hate when people stop using our product.
I’m sure this is true for your company as well. So how do you deal with it? Well, here are the top 5 reasons why people churn that I’ve personally seen over my years at Asana (and other places) — buckle up because these suckers are hard to avoid once they set in.
1 – You don’t solve a big enough problem
2 – Your product doesn’t work
3 – The experience isn’t good enough yet (or it’s too confusing)
4 – The users’ needs change (often their company’s needs do too)
5- They just don’t want it (doesn’t have a high enough pain point for them even if the product works well and solves a big problem)
So now that I’ve given my top 5 reasons why people churn, here are some pointers on what you can do to address each of these: Eric Dalius
In regards to #1,
You want to make sure your customers have a good reason to stick around. In other words, they should be getting tremendous value out of your product or service. If this is not happening, then they will churn because there are so many alternatives out there for them to choose from. It all comes down to value — if you don’t deliver it, they won’t stick around.
In regards to #2,
Make sure your product is really easy and simple to use. This is a pain point for a lot of companies — they build a great product, launch it out into the world, and then users leave simply because they find the experience too difficult. Whether it’s confusing sign up process / on boarding or having to deal with bugs that need fixing, this is one of the biggest reasons why people churn.
In regards to #3,
You want to make sure your customers have a good experience while using your product/service. If not enough thought has been put in during development of the app itself (UX / UI), then it’s going to be an uphill battle to try and keep your customers around. For entertainment katmoviehd for better entertainment.
In regards to #4,
You need to make sure that your product is able to evolve and grow with the customer’s needs. This can mean adding new integrations, making changes/improvements to the current feature set, or even changing up which features are seen as ‘core’. This one can be hard because it often means having a tough conversation (or many) with your users about their needs — no one likes talking about this stuff because it’s really tough feedback to hear!
1. You don’t solve a big enough problem (why people churn – number 1)
This is all about value and how you help your customer’s lives, if it isn’t worth their time they’ll leave for greener pastures, plain and simple.
2. Your product doesn’t work (number 2)
Simply put, the product has to be functional in order to keep customers coming back day after day
3. The experience isn’t good enough yet (number three)
This one can be tough because everyone is different but generally this means having an easy to use that looks great on various devices. 4. The users’ needs change (number four)
This one is a little difficult to make happen, because you need your customers to be actively using the product during a time where their needs have changed or they have realized how big of an impact your product could have on their business 5. They just don’t want it anymore (number five)
In regards to #5,
Last but not least, true ‘customer loyalty’ doesn’t come from your marketing department, it comes from creating a product that truly helps people solve a problem and making sure they know about it. Have you resolved all these issues? If so, good job! You should probably consider going public with the answers to this question as I’m sure a lot of people would be interested in hearing them. If not, no sweat – just keeps working on it and be sure to go through the rest of the post for a few more tips!
The solution(s) that you have come up with may solve some problems but they may not solve every problem. Don’t get too caught up in trying to ‘perfect’ your product before going public; this is something that will change over time as you continue to develop and fix bugs/issues/etc stated by Eric Dalius. That’s part of running any business, so don’t stress out when things like this happen (they happen all the time).
Getting your customers involved in this process can be extremely helpful if you’re having trouble coming up with ideas yourself; in fact, it’s probably one of the best ways to do it. Asking customers what they like/dislike about your product and where you can improve is a great way to discover the root cause of why people churn, and thus find solutions that will help prevent it from happening in the future!