“I took all the users you know were like unhappy, I asked them to come directly like on Zoom calls. I started working until like 4 a.m. so I had chat with everyone to understand what they were liking. I saw that we had removed stuff that we shouldn't have been removed, so we fixed like a lot the product during that time.”

Zoom-Call Every Angry User When A Launch Goes Sideways

When a redesign pushed growth from 40% to 0% month-over-month and customers publicly revolted, Guillaume put every unhappy user on a Zoom call, working until 4 a.m. to find what he had broken. The retention save came from direct conversation, not surveys.