The crisis test

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

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