Customer Retention/Churn Consultant
I help B2B companies increase their user retention by understanding the wants, needs and desires of their users. Using 20+ years of academic qualitative research, I help companies develop a feedback strategy to fully understand the goals their users have and to highlight those areas preventing their users from reaching those goals. This strategy ultimately increases retention, increases loyalty and increases revenues.
I work with Founders, Customer Success and Product teams to help you see vital areas to: 1) reduce churn by 1% or more (which also increases customer retention) 2) identify areas to increase Customer Lifetime Value through expansion opportunities 3) identify and hear the genuine Voice of Your Customer to help you make strategic business decisions that lead to increased revenues and greater profits
I use my years owning and running a Facebook ad agency to help my SaaS clients see how better customer retention starts right at the beginning of the customer journey -- in your marketing.
14 years I worked as a Research Coordinator in a qualitative research institute at McMaster University. After funding cuts laid me off, I used my research skills to develop an in-depth voice of the customer playbook for my Facebook and digital marketing agency
I was very satisfied with the session. Anita is very friendly and knowledgeable. I plan to use her again.
Anita was very friendly and responsive. She helped me with a template for user interviews.
Anita is a very friendly person and our discussion was very interactive and fruitful. I have some things to go after now and will definitely do so.
Anita is extremely friendly, well experienced in Customer Success and is true to her value of always thinking of customers. Anita is able to instantly think of your customers POV, when you explain your profession and industry and come up with strategies to support them. I will definitely be booking another session with Anita again soon
Whew! I need a nap after that session! Anita fired so much amazing information at me and asked fantastic questions during our session. Not only that, but she gave me a ton of actionable items of what to do not only to REDUCE our churn, but also to RECOVER past churn. It was a fantastic session and I highly recommend her for anyone that is looking to reduce your churn and retain more of your subscribers. Thanks again Anita and I'll be in touch again!
Very detailed session on how to interview customers, what emotion to elicit from them and how to do it. Anita is energetic, funny and very knowledgeable. She was very engaged with the topic at hand, since she is a fan of it (spoiler: it's tea), which made the talk even easier, because she comprehend the reason behind consumption. Nonetheless, she gave me the right feedback at the right time!
She was very kind and insightful. I unfortunately got late for the call but she was still there to help me out. She gave actionable tactics that can help us with customer interviews. Some nifty ways to drive it, attract and handle tough situations. Thanks Anita for the help.
What I really liked was that Anita asked a lot of questions in the beginning to get a better understanding of the situation. Then during the talk she made a lot of good suggestions to improve.
She is amazing. She helped me to figure out why customers are churning and what I can do to prevent it. She gives great advice. She is an excellent communicator and a great listener. She is very smart.
Awesome call with Anita. In fact, so good that she broke two of my pens as I was keeping track of the ideas and strategies. Don’t be put off by the idea of a ‘Churn Consultant’ – this can totally feed into your marketing messages and lead-gen activities as you learn what customers really think and what they really want. You might think you already know it. But spend some time with Anita and if you’re anything like me, you’ll realise you don’t! Great session – look forward to talking again. 😊