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Short conversation with a client in Chicago flipped my whole ops mindset
I was on a call with a client last week, some SaaS company in Chicago, and they mentioned how they cut their churn rate from 12% to 7% just by mapping out every single touchpoint a customer has before they even talk to sales. It hit me different because I always focused on the backend pipeline stuff, like data syncing and automation tools, but this made me realize how much my onboarding flows were missing the customer experience side. Has anyone else found that shifting your ops focus to early customer interactions changed your retention numbers too?
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lily578d ago
My dentist did this actually. They started sending a little text the day before to check if I had questions, and suddenly I stopped canceling cleanings. It's wild how the SMALL stuff like a text message or a greeting can make people feel seen way more than any fancy automation.
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