Your Customer off-boarding Process Should Be Just as Good as Your Onboarding Process

Some of your customers will eventually leave. Nobody wants to admit it, but regardless of the amount you offer, some people will leave. You cannot avoid this completely. But if you work hard, you can create an external process that will leave a positive impression and keep the door open for future business.

Most companies don’t think much about what happens to external customers. In his opinion, whoever leaves the ship is a dead-end for sale. These companies spend all their time and energy pampering newcomers so that other customers can slam the door when they leave.

Today’s consumers can come and go like the Kardashians, but they care to say goodbye. An implemented offboarding strategy can have several benefits for smart companies. You may not be able to win today, but the respectful dialogue and a good final impression can be a permanent advocate for your company.

A good distance improves your business

As in most relationships, the bonds between consumers and their favorite companies become stronger (or weaker) in times of conflict or distress. A good customer service experience or a helpful blog post can inspire someone to take a favorable view of a brand, even if they have problems in the future. Likewise, a disrespectful service provider or careless communication can make a neutral relationship hostile.

When customers leave, you have the option of organizing when to classify your brand in your absence. If you screw up that opportunity, you won’t get a second chance.

After a customer clears your email list, life goes back to how it was before you met. Think of the eternal sun of the blameless mind, but instead of overcoming disintegration, you earn less money.

The research consistently shows that better onboard experiences lead to a positive return on investment. Returning customers spend 67% more than new customers and, according to the Journal of Marketing Research, they are 300% more likely to retire an old customer than to acquire a new one. Even if your customers have decided to leave, you can still find value in that relationship, provide a good experience and treat them with respect.

How to improve your customer’s remoteness in 2020

Many companies are fighting the strike. Many companies are ashamed of their claims about network recycling. Don’t worry if your company falls into this category; you still have a lot of time to change things. A new decade is approaching. So, check out these four essential tips to promote your offboarding and increase the chances of dissatisfied customers coming back.

  1. Find a specific reason

Ask your customers why they want to leave. Do they think your product costs a lot for the value you provide? Do they hate what your brand stands for or value a competitor’s values   more?

You won’t know if you don’t ask. Then, start collecting data about your existing customers to identify trends and link losses to your business strategy.

Customer revenue exists for a reason. People prefer not to make changes if they can avoid them; but if something is causing your customers to break ties, you need to find the root of the problem so you can use the information to reduce cancellations at the source

If you can solve the problem, do it quickly and completely to show your reluctant loyalists that you value their business.

  1. Give customers incentives to stay

The excuses go so far. Instead of waiting for your customers to get bored and reap the benefits when they do, do something before dissatisfaction sets in. Identify common problems in your customer relationship and see if customers can stay if you offer a new feature or option.

With a subscription to catering services like HelloFresh, users can stop deliveries instead of canceling them altogether. This allows people who like the service, but do not want to use it every week, to continue the business.

They cannot place orders for 52 weeks a year, but even if they only order 20 boxes, there are still 20 more boxes than a canceled customer would order.

  1. Ask for permission to keep in touch

Even when they say, “It’s not me, it’s you”, your customers know that their situation may change in the future. Keep the door open and get permission to maintain communication after the break.

Personalize communications after canceling your subscription by talking about the improvements you’ve made based on customer feedback. If you want more options and you just added a new product line, contact us to let us know.

By discovering why people are canceling, you not only build a useful database of ideas for improving your business, but you also create a shortcut to communicate with old customers about things that are important to them.

  1. Create erasure levels

Exclusions are not something to be seen in black and white. Instead, suppose there are cancellation levels and, from there, implement a program that offers different options for customers who wish to cancel.

For example, more and more organizations are offering their customers the option of canceling their subscriptions instead of canceling them completely, so that the customer has more options and also reduces the friction of regaining them as paying customers in the future.


Do not be fooled into believing that a lost customer will be lost forever; you can rekindle the spark in people who once loved your brand. But if you treat them badly on the way out, you’ll sacrifice your chance before dawn.

Find out what drives people to leave, make the necessary changes and keep communicating to increase your net recovery point and boost your financial results.