Quote:
Originally Posted by Shelleehale
Never have an unsatisifed customer. Not always possible but a great thing to strive for.
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This is true, but you're using a term that isn't often even uttered in this industry. "Customer".
Few if any talk about a "customer". Likewise you dont hear words like "customer care", "customer satisfaction", etc.
The words you hear instead are "signups", "clicks", "traffic".
The adult industry strip mines surfers. We move them thru en masse, in any way we can, filtering out the nuggets which are the ones we can manage to separate from their credit cards.
Do we talk about "value"? Never. Do we try to give them what they paid for? Rarely. We focus everything on convincing them to signup and very little on delivering quality once it's done. And once we have them, do we actively try to retain them? Yes, but not by providing good service, instead it's often the opposite. Make it a pain to cancel, maybe they'll forget to cancel month after month.
There are exceptions...most of the amateur site community would be one. I also have customers for some sites recurring since the late 90's. But I've also left a ton of money on the table over the years by refusing to do things like blind cross sells and other monkey business.
This is why paypal and amex wont touch adult, it's why visa keeps putting tighter and tighter restrictions. Yet, the strip miners keep on cooking with offshore merchant accounts, etc.
It wont stop until an adult transaction on the web requires a double auth.