Growth hackers won’t tell you this, but *keeping* your customers IS the real solid business strategy that always works.
And the users you want NEVER leave due to your prices being higher or competitors being better.
They leave because of friction and frustration with your product AND your team.
Switching platforms is a LOT of work.
It means retraining teams, redoing workflows, rebuilding integrations. No one wants to do that unless they’ve ALREADY given up on you.
What pushes them over the edge isn’t a cheaper price.
It’s unanswered tickets.
It’s bots that don’t listen.
It’s support that feels like shouting into the void.
Your customers are already invested in your platform.
They want to stay.
But every time you ignore their frustration, you make switching feel easier than staying.
People don’t churn because a competitor looks shiny.
They churn because you stopped making them feel heard.
Great support that just gets them, listens to them, and helps when needed is THE way to keep your customers you spent so much hard work getting in the first place.