Use Exit Barriers To Extend Our Customer Relationships 📦 - The Ecom Growth Newsletter #49

The Early Checkout

The Ecom Growth Newsletter #49

Are you familiar with the term "exit barrier?" If not, it's ok, we are gonna dive deep into the meaning in today's issue. The purpose of an "exit barrier" is to extend our customer relationships, reduce churn and improve customer lifetime value.

An "exit barrier" can help us collect feedback from customers about their experience through exit surveys or build a community using follower monikers that will drive growth & customer loyalty. 

This week we have a new contributor, Mike Hoyles, who will show us how to use "Exit Barriers" to help our customers spend more with us!

Let's Get Into It...

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Exit Survey

An exit survey is a short questionnaire that is typically given to customers as they are about to leave a store or business.

 How to create website exit surveys that don’t suck (Click Here)

Source Link: (Click Here)

One of the best ways to nurture and extend customer relationships (and their lifetime value to your business) is an exit barrier.

What is an exit barrier?

The idea of an exit barrier is to make it less straightforward for customers to walk away from your business, online or offline, in an ethical manner.

The goal is brand consumption through relationships, as a relationship is harder to quit than a subscription. 

With a system in place that checks usage statistics, how much customers have consumed or spent, recency or frequency numbers, if they’ve checked in or purchased lately, and communicates and nurtures accordingly via personalized outreach... it becomes less “mechanical” to walk away.

If someone unsubscribes or wants to cancel their service or account, institute an honest and unbiased exit interview process that asks them why they are leaving? Whether it’s price, service, leaving for a competitor, no longer interested in your services - something that can help you improve over time and curb your attrition rates.

An exit interview process or survey is also something that could allow you to possibly save the relationship as well via genuine human moments, understanding and empathy.

Lastly, consider a moniker for your followers or customer community. It's harder to quit a community, tribe mentality or social status.

Companies like Apple, AirBnb, RedBull and Lego, all name their follower communities, making it more of a relationship with the brand and less easy to walk away. Sephora adds customers to their online "Beauty Board," Harley Davidson has the exclusive "Owner's Club", increasing the likelihood of repeat buyers and customers for life.

Add an exit barrier, survey questionnaire and community follower moniker for your business to reduce churn and improve customer lifetime value.

Here is an example of 4 questions that you can use right now as an “Exit Barrier” for an exit Intent pop-up:

• What motivated you to leave the site? 

• How can we improve the customer experience?

• Would you reconsider our product in the future? What would that take?

• Who do you think is the ideal customer for our product or service?

Want help maximizing your customer's LTV? Check out Mike Hoyles

Create popups that meet all your onsite marketing goals. Capture emails, announce new product collections, encourage repeat purchases, promote sales and events, solicit feedback, reduce cart abandonment and more.

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• Embedded content

Talk about pop-ups! 

Get Your 14-Day FREE Trial Here: (Click Here)

Today's email was written & edited by: Zachary J. Radford

Today's special contributor: Mike Hoyles

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P.S. Great Job This Week!  ♥

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