4min snip

PRODUCTEA with Leah, Growth & Senior Leadership cover image

67: Laura Schaffer: Layering self-serve into a Sales-led gig at Amplitude

PRODUCTEA with Leah, Growth & Senior Leadership

NOTE

Exploring Customer Goodwill and Friction in Payment Processes

The concept of rebuilding goodwill with customers before addressing friction in payment processes is crucial. Distinguishing between bad user experience (UX) and payment issues is important, as payment problems are harder to resolve. Companies may focus on simplifying the payment process depending on the payment amount involved. Building goodwill through freemium models or interactive demos can lead customers to the premium payment plan. Some companies offer continuous value without requiring a user login to encourage users to upgrade to paid plans. The strategy is to build enough goodwill during the trial period to convert users into paying customers. This approach involves gradually advancing customers through various stages while adapting to changing digital product landscapes.

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