When a customer decides to stop using a product or service, an organization should have the courtesy to say goodbye. It is the perfect moment to get feedback and to track down the reason why the customer left. Furthermore: some day, a customer that has left can become a customer again. 
Unfortunately, not all organizations say farewell to their customers. Even Apple, one of the companies with a track record in customer and user experience, failed. Recently I replaced my Apple iPhone 5S with a Samsung Galaxy S8. Apple didn’t bother to do something with that information. Perhaps Apple isn’t interested in my feedback, but they lost the opportunity to let me go with a good feeling of being noticed and heard.    
Some people may wonder how Apple should have known that I purchased a Samsung smartphone. Rest assured, they can’t!  But… they have definitely systems in place that can detect account activity or the lack of it. They sent an email to notify me that I disabled “Find My iPhone”, as a side effect of wiping my iPhone, so they knew something was going on.
For some products or services it’s easier than for others to know whether the customer has abandoned them. For digitally enabled products or services, it is a matter of detecting (or even predicting) behavioral changes of its users and respond accordingly. This kind of event based servicing requires systems of insights and systems of engagement. If you want to know more about this you should definitely check Combine Systems of Insight and Engagement For Contextual Marketing, a Forrester Research report of Rusty Warner.
For people who want to know (and maybe – who knows – Apple), I replaced my iPhone with a Samsung Galaxy because I was disappointed with the massive price of the iPhone X. Furthermore, the technical specifications of both devices don’t differ enough to make up the price difference. The long-fabled Apple Tax is well and truly with the iPhone X.
If Apple had bothered to ask me why I no longer use my iPhone, they would have known this. And not only from me, but possibly from thousands of people. Imagine what Apple could do with that information.
When a customer decides to stop using a product or service, an organization should have the courtesy to say goodbye. It is the perfect moment to get feedback and to track down the reason why the customer left. Furthermore: some day, a customer that has left can become a customer again. 
Unfortunately, not all organizations say farewell to their customers. Even Apple, one of the companies with a track record in customer and user experience, failed. Recently I replaced my Apple iPhone 5S with a Samsung Galaxy S8. Apple didn’t bother to do something with that information. Perhaps Apple isn’t interested in my feedback, but they lost the opportunity to let me go with a good feeling of being noticed and heard.    
Some people may wonder how Apple should have known that I purchased a Samsung smartphone. Rest assured, they can’t!  But… they have definitely systems in place that can detect account activity or the lack of it. They sent an email to notify me that I disabled “Find My iPhone”, as a side effect of wiping my iPhone, so they knew something was going on.
For some products or services it’s easier than for others to know whether the customer has abandoned them. For digitally enabled products or services, it is a matter of detecting (or even predicting) behavioral changes of its users and respond accordingly. This kind of event based servicing requires systems of insights and systems of engagement. If you want to know more about this you should definitely check Combine Systems of Insight and Engagement For Contextual Marketing, a Forrester Research report of Rusty Warner.
For people who want to know (and maybe – who knows – Apple), I replaced my iPhone with a Samsung Galaxy because I was disappointed with the massive price of the iPhone X. Furthermore, the technical specifications of both devices don’t differ enough to make up the price difference. The long-fabled Apple Tax is well and truly with the iPhone X.
If Apple had bothered to ask me why I no longer use my iPhone, they would have known this. And not only from me, but possibly from thousands of people. Imagine what Apple could do with that information.