Blog

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 give me discounts...

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 MEMBERSHIP...

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...

What to do if it’s “Out of Scope”

We’ve all gotten that email from a great client when they ask for something that’s out of scope.

It can be really stressful to determine what to do, especially when the pricing is project based.

But going beyond scope is usually a sign of engagement by the client and an opportunity for a great discussion.

Start by asking the client to elaborate on what they need and why. It’s important that you fully understand where the client is coming from, so you can respond to the actual issue on the table. If indeed, your client is asking for something that wasn’t initially discussed, here’s an easy rule of thumb.

In general, it’s fine to say something is out of scope but always in the context of what’s best for client. It’s going to be one of these three things…

To Refund or Not?

You should be thoughtful about refund policies because they can create tremendous goodwill and mitigate customer support efforts.

Enterprise SaaS (B2B) and The Membership Economy

One area where I get loads of questions is around B2B SaaS for the enterprise. In this article, I want to share some of the many ways SaaS organizations can benefit from the Membership Economy.