Mar 23, 2019 - 09:00 PM
Hmmh, I'll have to give this more thought but here are a few that come to mind.Reminders about upcoming billing for free trials and "forgetfulness forgiveness"
i.e. I recently signed up for a ClickFunnels trial and 2 or 3 days before the 14 day trial was up, I received an email reminding me that the trial would end soon and that I would be billed. I think it even said that if I did not wish to continue now was the time to cancel.
This made me feel safe and I trusted them more. Even though I was not yet ready to use the product, I chose to keep the $10 a month "maintenance" plan.
Contrast this with another company where I forgot the free trial was ending and called the day after the $100 charge to cancel. They refused saying they did not see any attempt to cancel or email communication from me and so the charge would stand.
I then told them I'd do a charge back and would never buy from them again (even though I had initially intended to pay for the full product when I was ready to use it). At that point they relented and issued a refund.
This is one of those things that costs a little (forgone revenue) but builds massive goodwill that eventually leads to much more long term revenue and reduced churn.
Placing little inexpensive treats in packages
Mike Faith (a former client of ours) the founder/CEO of Headsets.com has been doing this for years and his customers love it--they insert Tootsie Rolls in their packages. They don't sell any proprietary product but have still managed to thrive in the age of Amazon with more than 1 million happy customers because of customer goodwill.