We all hate it but it’s everywhere. Pay extra for UHD stream, pay extra for ad-free stream, even pay extra to unlock the heated seats already built in to your car. Don’t agree with it, don’t like it, don’t pay for it. But the basic functionality to use your product has to work first. HD streaming works, streaming with ads works, the car works without the heated seats. The subscription is there to pay for ‘luxury’ extras, not the basic functionality.
As a software development manager myself, every now and again, despite pressure from Commercial and Sales, you have to listen to Support and do a quality sweep-up; add nothing new, but make sure everything that’s already there works bug-free.
“it’s 10× easier to keep a customer than get a new one”
Keeping a customer isn’t just easier — it’s cheaper, faster, and more profitable because you’re not fighting inertia, distrust, or competition. If you don’t keep your existing customers happy, getting new ones becomes even more difficult.
Pimax: your have the potential to be class-leading, but you need to look after your existing customers first. Don’t become a business that only cares about the new customer to get your hands on their money and then stop caring about them. It won’t be profitable in the long run.