I used to love that brand – It was my number one choice.
I used to recommend it to my friends. I used to inbox the page every time there was a new product. I used to buy it without thinking.
But then… I left. Not necessarily because I hated it. It was just… it no longer made me feel “understood”.
And this is why users leave you
I changed – but you didn’t.
Back then, I liked going to supermarkets and malls to show off my style, liked going to big, cool, and modern cafes
It’s not that I’m older now, but many things around me have changed, which makes me change too.
For example: now I don’t like going to the mall or the supermarket to buy things anymore, because I don’t need to stock up, just need a phone – call and the goods, products, cakes, cosmetics… will be delivered to my door. It’s not that I don’t like big and modern shops5, it’s just that I prefer small shops, small corners full of nostalgia and delicious coffee!
You still talk the same way. Still use the same models as before. Still the same color tone.
Still run content that “touches” the old version of me – the person I left behind.
It’s not that I don’t love you anymore.
It’s that you don’t want to grow up with me.
I have too many options – and you are complacent.
Five years ago, you were the rare choice. You were special. You had personality.
But now?
With just one click, I can choose from 10 brands in the same industry that are better looking, smarter, more convenient – and even cheaper.
They understand that today’s consumers don’t buy products. They buy feelings.
To feel valued. To be led. To be part of something new.
And you? You still believe that “quality is enough”.
Sorry – not anymore.
My experience – not so smooth.
At first, I was patient because I liked you.
Website loading slow? I waited.
Consultants were not enthusiastic? I sympathized.
Product error? I inboxed to give feedback.
But after 3 years, I am not as patient as before.
Because you did not fix. Did not learn. Did not upgrade.
And the new competitor? They gave me a “smooth” experience from start to finish.
From the app interface, packaging, to return policy.
I don’t need to like them – I just need to not get tired of using them.
You talk too much about yourself and …..forget about me.
Your fan page is full of achievements, awards, internal events.
The content is about “how hard you have worked”, “how creative”, “what you have achieved after years of trying”.
Fine. But where am I?
I don’t see any story for myself.
No one talks about my needs, my worries, or changes in my behavior.
I become a forgotten audience, in the stage you set up to applaud yourself.
Actually… I didn’t leave you for a day.
I stopped liking a few posts.
I hesitated to click “buy again”.
I tried another product, then came back and….realized you were the same.
The next time, I didn’t come back.
You didn’t lose me in a shock.
You lost me in silence.
The silence of someone who loved, who was loyal, who put all their trust in you – but was no longer responded with understanding.
Users don’t betray you. They just react to you stopping changing.
And the cruel thing is:
You won’t know when they’ll leave.
By the time you look back, they’ll be too far behind.
