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Why we picked it Hale (Wufoo) makes the math of this question vivid: cutting churn by 1 percent is worth as much as adding 1 percent conversion, and far cheaper. He treats existing customers like a marriage that needs constant care and shows how Wufoo's whole team did support to stay close to users. Watch it to feel why keeping the first 10 beats chasing the next 10.
How to Build Products Users Love
On Kevin Hale, Y Combinator (How to Start a Startup, Lecture 7) by Kevin Hale 48 min
- Growth equals conversion minus churn, so reducing churn compounds
- Everyone doing customer support keeps founders close to real problems
- Treat existing users like a marriage, not a one time conquest
