Talk to Power users
They are the ones who become amazing at whatever it is that your product enables them to do.
Your mission when speaking to such users is to identify what a success story looks like for this type of user. The easiest way to contact them is via email.
Also, talk to your churned users to identify the value gap (discrepancy between what a customer expects from the product and the value received or perceived)
The gap could be due to the customer not understanding the product’s capabilities or how to use it, negative mental or emotive response to the product, or friction.
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