The State of Customer Cancellations 2020

To learn more about why customers cancel and how they feel about the cancellation process, we conducted a survey of 1,000 U.S. customers in November 2019. 

The more we researched, the more we came to recognize three hard truths about the state of customer cancellations.

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Download Full Report: The Hard Truths
about Customer Retention

  1. Today’s Customers 
Aren’t Loyal
  2. Common Offboarding Tactics Usually Fail
  3. Customers Will Stay If Brands Stop Rejecting Them

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