The future of loyalty programs is more premium, less freemium: Costco & Amazon Prime are leading the way
A while ago, I wrote an article called “Today’s Loyalty Programs are More Starbucks, Less United.” In it, I explained how United is really about a value exchange, not about creating a relationship. If I fly more frequently and spend more money, they...
A big untapped opportunity for SaaS companies
I recently presented my work to a group of CEOs of software companies. Most were selling to businesses (B2B) and using subscription pricing ( software-as-a-service, or SaaS). When I finished, one hand shot up before the rest. “Robbie, I really liked THE...
Can we talk about subscription fatigue?
Can we talk about subscription fatigue? You can subscribe to just about anything these days, from music to clothing to enterprise software to heavy machinery. It’s no surprise that some people are getting tired of subscriptions. There are three key reasons that...To Refund or Not?
You should be thoughtful about refund policies because they can create tremendous goodwill and mitigate customer support efforts.