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I'll never understand this impulse to hard sell your already-paying customers on more shit. It's like once these companies start facing adversity, they just can
by Gene_Parmesan 7y ago
I'll never understand this impulse to hard sell your already-paying customers on more shit. It's like once these companies start facing adversity, they just can't help themselves from trying to squeeze things from people who are already giving them money. It lends this sort of 'captive-audience' vibe to the whole affair.
Like, sure, publicize your higher tiers, make their value propositions such that I might say, "Huh, actually I could use that stuff." But if that stuff is appropriately displayed at the time I originally signed up, I've generally already completed that value evaluation when I made whatever initial purchase I made. I already went through and decided what features I needed or didn't need, and selected appropriately. If I didn't want the extra upload bandwidth (or whatever) when I originally signed up, I probably don't want it two weeks later.
Getting hard sells from a product you already use is almost insulting in a way. I'm already giving you money -- with today's subscription models, I'm probably giving you money every month. But that's not enough for you? It totally changes my opinion of a thing from "useful product that does what I want" to "merely a means for its owners to make money." Those are two very different outlooks. The first is collaborative: they create a product that I find useful and provide it, thereby making my life better in some small way, and I benefit them by paying for it. The second feels almost manipulative, like I have to be on guard for potential marketing tactics that don't actually benefit me in any way.
Honestly, the only thing that these sort of 'push-notification upsells' do for me is they act as small prompts for me to reconsider my attachment to the product. Each time I get one, it makes me go, "Wow, this just keeps annoying me more. Do I really use this thing enough to justify this ongoing annoyance?"
- Ensorceled 7y agoI contrast 1Password, which sent me an email on their opted in Channel telling me about their new Team feature, with Evernote which added a “chat” button and had it constantly pop up along with a request to upgrade to business. Worse, I hide the button in settings and it reappeared at least twice now. With DropBox, when ever I logged in on the web interface, they would redirect me to a business upgrade landing page, in the best dark pattern tradition it took a bit to figure out how to get back to my folders.