The growth team wants to make it harder to cancel and hide the export button so customers can't easily leave. It would boost our retention numbers overnight. But I keep thinking that if the only reason people stay is that we've trapped them, we haven't actually earned anything. I'm stuck between the metric everyone wants and the loyalty I actually believe in.
More people experience this than they realize.
You're caught between trapping customers to keep them and truly earning their loyalty.
If this sounds familiar, the Library can help you find the bigger picture.