Arguably Facebook is not a SaaS business but what we consider and don’t consider SaaS is subject for another article. However, what they surely do have is users. And that implies they’ve got churn rates as well.
Being put in the light that they are right now is definitely not a good thing. People boycott, more and more scandals appear out of nowhere and those are all on top of the ongoing court cases they’ve got. This article is not to judge their position.
Today is meant to focus on one question — how much of a bad behaviour can Facebook users accept before truly dropping it? There are ongoing posts with titles about boycotting it, deleting accounts, how deleting accounts won’t help anything at all or even articles on how it’s useless to move away from the platform if one is still using Instagram and WhatsApp.
Given the value they’ve provided for so long to people, yes, some of them are doing this. But everyone can go on the famous website and see how the sun sees another day just as if nothing happened. That’s a side-effect of being surrounded by so much information that one can see only a piece of the puzzle.
Bottom line: supposedly (not commenting on the veridicality of the press’ claim) Facebook was giving 3rd parties access to their users’ private messages. Users say “so what?” and move on.
How much value you’ve given your users tells how much bad behaviour can be accepted from your side. How do you stand on that?
P.S: Obviously, please don’t get to the point where you find out. But as a mental experiment, how does it go?
About Ch Daniel
I run chagency, an experiences design agency that specialises on helping tech CEOs reduce user churn. We believe experiences are not only the reason why users choose not to leave but also what generates word of mouth. We’re building a credo around this belief.
I’ve also created an infinitely-valuable app for sneaker/fashion enthusiasts called Legit Check that impacted hundreds of thousands over millions of times – check it out at chdaniel.com/app
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