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Every company offering a subscription model experiences customer churn — whether you sell content, physical goods, or SaaS, B2B or B2C. Let’s break down the primary scenarios in which companies lose subscribers into a few basic buckets… and see what, if anything, you can do about it: First is the category that is, to put … Read more

Let’s talk about Millennials. With spending power of over $1 trillion, they make up 21% of consumer discretionary spending. The largest adult generation in the U.S. today, there are some very well-documented and consistent characteristics that define this particular generation. As we will see, many of these represent a clear and direct risk to your … Read more

No customer appreciates the embarrassment or wasted time when having a credit card transaction rejected. If there’s a genuine risk, then obviously the customer is at fault and should not have attempted the transaction in the first place. But too often, the transaction is, in fact, clearly legitimate, and only the bank’s automated, algorithmic analysis … Read more

“An auctioneer is a man who proclaims with a hammer that he has picked a pocket with his tongue.” That satirical definition by Ambrose Bierce is based on the perception that there’s something inherently “wrong” with the concept of an auction. Either the property owner earns substantially more than an item’s actual value because of … Read more

Online merchants suffer from three maddening realities when it comes to credit card charges declined by the issuers they work with. And no, we can’t list them in order of severity or frustration because they all deserve to appear at the top of the list: 1) It’s not their call. Merchants invest heavily in the … Read more

Say you’re an online merchant who’s done everything right at each step of the funnel: Ubiquitous branding. Targeted advertising. Fluid user experience on the site with a crack team of customer support agents to help when trouble or questions arise. In short, each department (marketing in particular) has done its job well and brought the … Read more