Last week, a Doz user emailed me with a simple request.  
  
He takes more than 30 tablets a day across 7 medications and relies on a mail-order pharmacy. He needed a way to customize low-stock alerts so he could reorder medications before running out.  
  
I told him I loved the idea and added it to my feedback list.  
  
A few days later, I shipped the feature. Then I did something I think more founders should do: **I emailed him back.** Not to sell anything. Just to let him know that the feature he asked for was now available.  
  
And his response honestly made my day!  
  
He purchased the Lifetime plan, left a 5-star review, moved all of his medications into Doz, and deleted the app he'd been using for years.  
  
But the part that stuck with me wasn't the sale. It was this:

>

One thing I'm learning from building a healthcare app is that healthcare and medical products require an unusually high level of trust. Users aren't just choosing a tool, they're trusting it with something that affects their daily health.  
  
That's why I've noticed that users stick with Doz not just because of features, but because they feel heard and supported. The feature mattered, but the trust it created is what brought the user back.   
  
Now every piece of feedback in Doz gets logged with its source, and whenever possible, I follow up after it's shipped.

People may forget what they requested.  
They rarely forget how you made them feel ❤️

A simple follow-up email turned out to be my best retention strategy.