"We needed to understand the factors that were contributing to churn and we needed to hear it directly from the customer. Cascade’s expertise meant we were able to get up and running with in-depth interviews quickly. The interviews were exhaustive and were recorded and transcribed for us. The biggest value we got came in two parts: first, the interviewer was skilled at drilling into details that were important for us. Secondly, Cascade provided an extensive insights and recommendations overview that has helped us build highly targeted plans that will increase our customer retention."