Navdeep Soni

Last week, I shared my story about losing a user.

He shared why he left. (I’ve attached the post below.)

A couple of days later, when things were a little calmer,
I decided to act.
No overthinking.
Just action based on patterns and feedback.

Here’s what I’ve already improved inside my app:

✅ Noticed users were churning before even subscribing to the free plan.
→ That pointed to a weak onboarding experience.

✅ Rebuilt the onboarding flow
→ Cleaner, fewer steps, and a better first impression.

✅ Rewrote onboarding copy
→ Less cognitive overload. Just enough to move forward.

✅ Improved error messages
→ So new users actually understand what they need to do

Let's see how it is going to help.

Shopify app: https://apps.shopify.com/vista-payment-rules

Vista Payment Customization - Vista Payment Customization Hide Rename Sort Payment Methods | Shopify App Store Payment customization rules to hide, sort, and rename payment methods

Lost a user this week.
Does it hurt? Yes

They left my Shopify app and chose one of our competitors much bigger in our space.

No founder likes seeing churn.

After my mind had calmed,
I asked myself: 𝘞𝘩𝘺 𝘥𝘪𝘥 𝘵𝘩𝘦𝘺 𝘭𝘦𝘢𝘷𝘦?

I know the answer.
👉 "They offer feature X. We don’t."

It wasn’t personal.
It wasn’t about the price.
It was about 𝘸𝘩𝘢𝘵 𝘵𝘩𝘦𝘺 𝘯𝘦𝘦𝘥𝘦𝘥.

I could have been defensive. But instead,
- I documented the use cases for features they wanted
- Spoke to 2 other users who said, “yeah, that’d be nice to have”
- Added it to my roadmap with a clear timeline

Here’s the thing people rarely talk about:
Every user who leaves is a 𝘧𝘳𝘦𝘦 𝘱𝘳𝘰𝘥𝘶𝘤𝘵 𝘵𝘦𝘢𝘳𝘥𝘰𝘸𝘯.

They tell you what matters.
What’s missing?
What to 𝘱𝘳𝘪𝘰𝘳𝘪𝘵𝘪𝘻𝘦.

Losing users isn’t fun. But ignoring them is worse.