For months I just watched the numbers drop.
every week someone would cancel and I had no idea why.
I told myself it was price. or competition. or maybe
the product just wasn't ready.
turns out I was wrong about all of it.
one user left because of a safari bug that had been
broken for weeks. I had no idea it even existed. a
solo founder cancelled because the pro plan felt too
heavy after taxes. two others were already testing a
competitor but only because nobody had shown them why
staying made sense.
I only found this out because I started having a real
conversation with people at the moment they decided to leave.
not an email three days later. not a survey they would
never fill out. a actual conversation right there on
the cancel page.
one week of that changed how I think about the product
completely. I stopped guessing and started actually knowing.
the hardest part was realising the answers were always
there. I just was never asking at the right time.
if you are dealing with the same problem, this is what
helped us — flidget.com
has anyone else been through this? what changed the way
you think about churn?
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