Preventing churn | Reb Comer

Reb Comer, Account Manager at Hook, joins me today on Sales Unfiltered to discuss how to prevent churn.

This is one of the most actionable episodes we’ve done where Reb shares advice on how to spot risk, keep customers engaged, and how to effectively split your time. 

Churn isn’t always a bad thing, but it's integral to understand your customer health, and Reb gives some real-life examples on how to do this. We discuss tracking key indicators for risk, the difference between good and bad customer engagement, creative ways to trigger customer engagement, engaging with quieter accounts, and Reb shares how she plans her week, going through each day and her key objectives.

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Chapters

• 0:50 Rebs role and responsibilities at Hook as an Account Manager
• 1:55 Is churn always a bad thing?
• 4:00 Where are people going wrong when detecting churn?
• 7:52 Key indicators for spotting risk
• 12:30 Spotting risk incorrectly
• 14:13 Staying up to date with your customers
• 15:40 Customer engagement
• 18:14 Sending the customer creative ROI reminders
• 20:07 Customer advocacy
• 22:20 Getting your quieter accounts to speak
• 26:48 Splitting time across accounts and diary planning
• 36:18 Redundancies and building back confidence