For customer success teams
Know what customers expected
before they ever signed.
Expectations are set long before onboarding. In the research, in the comparison, in what a buyer was told and what they assumed.
Ghosts shows what buyers expected going in, what reassured them, what nearly put them off, and how it measured up once they'd bought. From your customers, and from the people who chose someone else.
The whole decision, start to finish
Where customer success teams look first.
1.The trigger
What made them start looking.
2.Research
Where they looked and what they wanted to know.
3.The shortlist
Who they found, and who made the cut.
4.Comparison
What they weighed, and what gave them doubts.
5.The decision
Who they chose, or whether they bought at all.
What you’ll discover
Expectations, at the source
What buyers believed they were getting, and where that belief came from.
What reassured them
The things that built enough trust to go ahead.
Early doubts
The worries buyers carried into the purchase. They tend to come back later.
How it measured up
What it was like after the purchase, compared with what they expected.
What would send them looking
The things buyers say would start them searching again.
What every story on Ghosts has in common
Purchases can be verified
Buyers can check a purchase with a receipt. Every debrief shows whether it's verified, so a checked purchase never reads the same as an unchecked one.
Anonymous to you
Buyers tell it without their name reaching the businesses they talk about. That's why they tell it straight.
Told by the buyer
The decision in the words of the person who made it, not a guess written into a CRM afterwards.
The whole shortlist
Every business they considered, and how far each one got. Including the ones that never made it.