Win/Loss
Find out why you win or lose customers
What Is It?
Video Win/Loss surveys let people tell you the real reasons they did or didn’t buy from you – with unrivaled context.
Why Use It?
How to Leverage It
Objective Setting
When you win or lose a customer, you’ll want to know why. That includes how competitors, the experience, value perceptions, and personal priorities influenced the decision. But you don’t need to tackle it all at once. To get started, pick an area you believe is impacting your sales most right now.
Determine Audience
Send video surveys to prospects or customers shortly after they made a purchase decision. That way you can unlock more than just a one-line win/loss reason while their decision is still fresh in their minds.
Curate Questions
It’s time to pick questions that complement your objectives. For example, if you want to boost competitor understanding, ask customers:
why did they choose you?
what problems do you uniquely solve?
how did they pick you over alternatives?
Get your Feedback
Your CRM is an ideal place to trigger invites to the right people, just after a purchase decision is made. Or invite people online after they checkout or abandon their cart to reach them at the right moment. Once you’ve got your feedback, action it so you can win more often.