Why Customers Leave Platforms — and How to Retain Them
Harvard Business Review
AUGUST 30, 2023
Companies often misunderstand the problem of users leaving their platforms. Disintermediation is a sign that your customers don’t think you are adding as much value as you think you are. Firms struggling with disintermediation can take simple steps to stop the bleeding before it’s too late — if they understand what’s really taking place. They should consider six factors: urgency, rake, risk, skill, frequency, and modularity.
Let's personalize your content