Customers who stop being customers

Recently I canceled a subscription to one of my online services.

The next day I received the following e-mail from the founder:


I have sent the founder my reply:


I cancel and stop using tens if not hundreds of services, very seldom will I get a follow up as you see above. It is a very simple, yet very powerful thing to do. You can learn so much from the customers that are leaving by reaching out and having a conversation with them.

To do:

If you are a Business Owner/Product Owner – check your procedures:

  • What is happening when people cancel/stop using your product?
  • Will they be contacted? 
  • How fast?
  • By a person offering to have a live conversation?

If are not doing it currently, do it and you will be 1 out of 100.

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