We all know the customer onboarding process should be as simple and satisfying as possible, but what about offboarding? The experience customers have when they leave you can have a huge impact for the long term. The customer journey does not stop when they’re leaving you. In an ideal world, we would never have to say goodbye to customers. So we don’t like to think ahead to customer offboarding. It’s really easy not to think about! But churn rate is all too real. Do you understand the offboarding process as part of the customer journey? Many companies have a very narrow-minded view of this critical part of the journey – from making it difficult to cancel to treating customers poorly. Are you turning the relationship sour when customers leave you? Like it or not, customers are going to remember you by what happens last. What would you like them to declare to their thousands of Twitter followers? Even if you’re sure they will never return, customer offboarding is NOT the end of the journe
