People will say they don't use XYZ because it doesn't do ABC but it's often more simple than that. We usually aren't single feature customers. More often, the source of defections are along the lines of:
lack of value
contradictory habits
peer pressure/influence
I'm sure there are others, but (3) is maybe the most difficult to solve for because it's largely unconscious and we are motivated to deny it as a "thing."
People will say they don't use XYZ because it doesn't do ABC but it's often more simple than that. We usually aren't single feature customers. More often, the source of defections are along the lines of:
I'm sure there are others, but (3) is maybe the most difficult to solve for because it's largely unconscious and we are motivated to deny it as a "thing."