“Your most unhappy customers are your greatest source of learning,” Amazon founder Jeff Bezos once said.
The realisation reflects a structural truth of today’s digital economy, where acquiring users is easy, but retaining them is both expensive and complex. In fact, multiple studies have found that retention can call for anything between five and 25 times the cost of acquisition, making engagement and loyalty central to long-term profitability.
This economic paradox inspired Raviteja Doda and Yashwanth Kumar to conjure up
