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LAForeverHall's profile
Liz
Liz
Liz
@LAForeverHall

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Liz

@LAForeverHall

ArIeS. InFp. ChAoTiC NeUtRaL. RaVenClAw. Investor, marketer, performance artist. My investing articles: https://lizardbrain.substack.com/ 

Joined March 2012

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    Liz‏ @LAForeverHall 27 Dec 2019
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    Something people who have worked in direct response intuitively get is that auto rebilling a customer is super powerful because of inertia. Seems simple, but your customer retention rate can fall off a cliff if you don’t do it. Sometimes there are investing consequences to this

    2:38 PM - 27 Dec 2019
    • 1 Retweet
    • 32 Likes
    • TesLad Nat Stewart Mark Verner Gavin Baker Manuel M PSDFinancier Social Distancing Actuarius Gregory Vousvounis
    5 replies 1 retweet 32 likes
      1. New conversation
      2. MZ‏ @mZee72 27 Dec 2019
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        Replying to @LAForeverHall

        Not to mention the difficulty in actually canceling a sub even if you wanted to. Took me 7 hours to cancel SiriusXM

        1 reply 0 retweets 4 likes
      3. Liz‏ @LAForeverHall 27 Dec 2019
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        Replying to @mZee72

        Sounds bullish 😂🙂

        0 replies 0 retweets 5 likes
      4. End of conversation
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      2. Jeff Albro, CDMP‏ @BeantownData 27 Dec 2019
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        Replying to @valueterminal @LAForeverHall

        Wow. Thanks for making sure I never join Planet Fitness!

        0 replies 1 retweet 8 likes
      3. End of conversation
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      2. Nick Saltarelli‏ @nicksalto 27 Dec 2019
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        Replying to @LAForeverHall

        Having been on both sides of the fence.... im dedicated to find out what that perfect balance looks like. Auto rebill with the perfect cadence to satisfy true customer want

        1 reply 0 retweets 1 like
      3. J‏ @tofdaj 27 Dec 2019
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        Replying to @nicksalto @LAForeverHall

        If you don't build a revive function then all the incentive is to autobill as the negative CX applies mostly to those leaving As the revive function grows the residual Goodwill is more important

        0 replies 0 retweets 2 likes
      4. End of conversation
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      2. Will Kane‏ @Kane_1200 27 Dec 2019
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        Replying to @LAForeverHall

        From my customer perspective: On the good end is AT&T letting me know what my cell bill will be before they charge it, on the bad end is Amazon Prime, which renews automatically without any notice or warning.

        1 reply 0 retweets 2 likes
      3.  🎹‏ @tunawish 27 Dec 2019
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        Replying to @Kane_1200 @LAForeverHall

        and Apple doing the same for a lousy 99 cents a month & not offering an option to pay annually. it's insulting.

        0 replies 0 retweets 1 like
      4. End of conversation
      1. Nick Saltarelli‏ @nicksalto 27 Dec 2019
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        Replying to @LAForeverHall

        My main struggle with auto rebill is the customer experience.... on one hand u as the company squeeze that extra ltv out of the sheer weight of life causing people to defer canceling... on the other hand if u dont u have to constantly spend money on the reminding cycle

        0 replies 0 retweets 1 like
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      1. Philippe‏ @phil_huot 27 Dec 2019
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        Replying to @LAForeverHall

        Consumer protection regulations become an issue (?) In Quebec - restrictions re: conversion from trial to recurring paying, IIRC...

        0 replies 0 retweets 1 like
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