Short transcript excerpt from a video discussion about customer retention challenges. Speakers note very high churn (~35%), and attribute a large share of cancellations to auto-renewal—customers feel charged unexpectedly after a one-off action (example: charging an electric car) and then seek to cancel.
It's so tough to grow when you're churning 35% price.
Really high.
A lot of it is the auto renewal. It's like, we just showed up. End of the day, it was a huge win.
Yeah.
But a lot of it was like, what the hell, guys? Like, I just showed up and charged my car. Right. Yeah. I want to cancel. Right.
When they cancel, it's not because of the auto renewal. There's got to be a reason why. Is it price? Is it the fact that they're annoyed? That's when they cancel. But why did they cancel? Try to track why not when.
