Don’t You Hate When They Hide the Cancel Button?
at the heart of Cancel Anytime is what I call a “membership mindset” where your whole organization is focused on the long-term relationship with the subscriber, and the trust that such a relationship depends on.
Making the Most of Your Time
The summer I was 16, I got a job working for my father’s law firm. That was the summer I learned the word nepotism. My dad was determined that no one would claim that I was taking advantage of being “the boss’ daughter”. My role was to assist...How to Hold Onto Your Customers in a Crisis–and For the Long Term
Subscription-based businesses seem to be the most resilient during this time of crisis. With predictable recurring revenue, they have greater flexibility to withstand the storm. But there’s more to it than just revenue. To hang onto customers during a crisis, you need...
Is it Ethical to Build a Forever Transaction with Customers?
In the open, airy office-less offices of Silicon Valley, a similar conversation is happening over and over. Is it ethical to create addictive products? Most digital companies are investing in product experiences that drive behavior modification. There’s a decent...