“I was trying to guess why they churned… I was saying: one yes/no question — did you churn because of pricing? And people started to answer: yes, yes I did, because of that.”

Email every churned user with a single yes/no guess — reply rate hits 100%

Cancellation popups produce generic, useless answers. Email each churned customer personally with one specific yes/no hypothesis based on their profile and use case. The reply rate is near 100%, and the resulting mental model is what cuts churn.