Viplove G.

Surveys play a very important role while gathering feedbacks, especially when your customers are not available in person or when you have an online business / startup. Some ways to get started - 1. Design your Questionnaire- Firstly, understand what info is already available / what info needs be derived. Accordingly, list down what Qs will help you get near to your useful actionable feedback. 2. Limit your Qs - Don't go overboard that might compel the users to skip or not participate. Arranging your responses also is important, else your responses might get skewed which eventually might not give you the right feedback. 3. Sweeten your survey via giving incentives / points where surveys is the only/main source for your feedback.

Some ways to get started. 1. Loyalty programs - A must have but can be planned during mid stage of customer life cycle. Loyalty can be perks/ service/ product driven but the basic to build this can come from what increases "stickiness quotient" towards your brand. 2. Personalized comms are not enough in todays scenario. One needs to go Hyper-Personalized in comms to grab that fraction span of users mindframe. To do this - Try to create One data view of the user and then work on a framework build on priorities, principles, right time targeting and with the right channel of communication. 3. Build relationships on spl occasions, Surprise them if they achieve a certain milestone, try to create 1-1 customised offers to deepen your value.

Some of the ways to get started - 1. Fix your OMTM (Only metric that matters) and keep a duration of not more than 30 days to evaluate impact / see directionally your efforts are yielding +ve results. 2. Evaluate impact with either Target/Control group setups or Pre/post scenarios. Try to see the impact on your decided success metric for the strategy implemented. 3. Decide on next steps based on early results - could be revisting your strategy , tweaking your kpis , attribution to retention etc

Some ways to get started - 1. Try to understand and dig deeper into what may have caused drop in customer retention with the help of surveys - asking the right questions and then working on top 3 reasons. 2. Going back to data - Analyse past data, understand which metric has max direct correlation with retention and then try to find out what happened, why downfall - is it because of internal/ external factors ? How much can u influence. 3. Complaints & Ratings - If you have a mechanism to study this. Do invest time to understand what customer speak about your service / product. Work on top 3 and see if that's helps in uplifting retention