Do customers flood you with support calls when your service is down? Or is it more or less quiet? If it's the latter, you have a problem. Because then all indications are that your product doesn't really mean much to your customers; they can easily do without it. Maybe they don't even realize it's not… Continue reading The crisis test
Tag: customer service
The Nirvana of Netflix
The new policy of Netflix to automatically cancel accounts that have been inactive for a long period of time is worth applauding. Everybody in the subscriptions business knows that what you really want is for customers to get into a subscription and then - hopefully - forget about the ongoing billing relationship, until the credit… Continue reading The Nirvana of Netflix