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← Asking a leaving customer what made them cancel, rather than why they cancelled, gets materially better answers.

12 connected korrents · 10 moments from 7 Mar 2022 to 17 Sept 2026.

Everything filed under behavioural science behavioural science Everything filed under SaaS SaaS Everything filed under software quality software quality Same subjectSame subjectSame subjectSame subjectSame subjectSame subjectSame subjectSame subjectSame subjectSame subjectSame subjectSame subject Read this korrent: Asking a leaving customer what made them cancel, rather than why they cancelled, gets materially better answers. Asking a leaving customer what made themcancel, rather than why they cancelled,gets materially better answers. Last stated 9 months ago 25 Jan 2026 JC Jason Cohen — holds since 2026-01-25 — tap for who they are Same subject: "Too expensive" is never the real reason a customer cancels, because they already decided the price was acceptable when they bought. — tap to centre the map on it "Too expensive" is never the realreason a customer cancels, becausethey already decided the price wasacceptable when they bought. Last stated 9 months ago 25 Jan 2026 JC Jason Cohen — holds since 2026-01-25 — tap for who they are Same subject: Engineers should be able to explain any customer-facing system they have shipped and defend the decisions they made. — tap to centre the map on it Engineers should be able to explainany customer-facing system they haveshipped and defend the decisionsthey made. Last stated a month ago 16 Sept 2026 MH Mitchell Hashimoto — holds since 2026-09-16 — tap for who they are Same subject: Cancellations always overtake marketing, because cancellations grow automatically with the company while marketing grows only as fast as you can improve it. — tap to centre the map on it Cancellations always overtakemarketing, because cancellationsgrow automatically with the companywhile marketing grows only as fastas you can improve it. Last stated 9 months ago 25 Jan 2026 JC Jason Cohen — holds since 2026-01-25 — tap for who they are Same subject: A belief system combining cosmic stakes, privileged knowledge, personal vocation and an imperative to act can license extraordinary behavior when it conflicts with ordinary constraints. — tap to centre the map on it A belief system combining cosmicstakes, privileged knowledge,personal vocation and an imperativeto act can license extraordinarybehavior when it conflicts withordinary constraints. Last stated a month ago 17 Sept 2026 VR Venkatesh Rao — holds since 2026-09-17 — tap for who they are Same subject: A cancellation-reason drop-down measures list order rather than reasons: randomise the options and every one of them gets picked equally. — tap to centre the map on it A cancellation-reason drop-downmeasures list order rather thanreasons: randomise the options andevery one of them gets pickedequally. Last stated 9 months ago 25 Jan 2026 JC Jason Cohen — holds since 2026-01-25 — tap for who they are Same subject: A decision cannot be judged by its outcome, because good decisions fail through no fault of the decider and bad ones succeed by luck. — tap to centre the map on it A decision cannot be judged by itsoutcome, because good decisions failthrough no fault of the decider andbad ones succeed by luck. Last stated 4 years ago 9 Aug 2022 GK Gary Klein — holds since 2022-08-09 — tap for who they are Same subject: Blaming and shaming people only makes them defensive, dig in their heels, or tune out, rather than change their minds. — tap to centre the map on it Blaming and shaming people onlymakes them defensive, dig in theirheels, or tune out, rather thanchange their minds. Last stated 4 months ago 9 Jun 2026 AG Adam Grant — holds since 2026-06-09 — tap for who they are Same subject: Imaginary social trends can spuriously shape people's real beliefs and behaviors. — tap to centre the map on it Imaginary social trends canspuriously shape people's realbeliefs and behaviors. Last stated 5 years ago 7 Mar 2022 AM Adam Mastroianni — holds since 2022-03-07 — tap for who they are Same subject: Public scrutiny of a new technology tends to jump only after a deadly incident, otherwise rising slowly over decades — tap to centre the map on it Public scrutiny of a new technologytends to jump only after a deadlyincident, otherwise rising slowlyover decades Last stated 9 months ago 15 Jan 2026 MB Miles Brundage — holds since 2026-01-15 — tap for who they are Same subject: A product that speeds up turning intention into reality increases appetite for continued use, then charges for that continuation. — tap to centre the map on it A product that speeds up turningintention into reality increasesappetite for continued use, thencharges for that continuation. Last stated 2 months ago 19 Aug 2026 KR Kenneth Reitz — holds since 2026-08-19 — tap for who they are Same subject: A small amount of friction is enough to reshape a behavior, because most wants are not strong enough to survive a minor inconvenience. — tap to centre the map on it A small amount of friction is enoughto reshape a behavior, because mostwants are not strong enough tosurvive a minor inconvenience. Last stated 10 months ago 1 Jan 2026 JC James Clear — holds since 2026-01-01 — tap for who they are Same subject: A society cannot remove the desire for status, only change what earns it. — tap to centre the map on it A society cannot remove the desirefor status, only change what earnsit. Last stated 2 months ago 6 Sept 2026 RH Rob Henderson — holds since 2026-09-06 — tap for who they are
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At the centre Asking a leaving customer what made them cancel, rather than why they cancelled, gets materially better answers. Last stated 25 Jan 2026 · 9 months ago Holds Jason Cohen Read this korrent →