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Does being nice increase customer retention?

When’s the last time one of the services that auto-bills you bothered to send you a reminder before they sent the bill?

Be nice to your loyal customers before you reach back into their pocket. Customers liking you is the first step in getting them to stick around, and that starts with being polite.

You may have the right to re-bill — but you have to earn customer respect.

Here’s a great example from 37Signals:

Just a friendly reminder that your Campfire 30-day free trial ends in a few days.

Hi Andy,

Your 30-day free Campfire trial for is coming to a close. It officially ends on October 23rd. We hope you’ve enjoyed using it so far.

Want to keep using Campfire? Just keep using it.

If you’d like to continue using your account you don’t need to do anything. Once your free trial ends we’ll begin charging the credit card we have on file (4003) every month for the service. You can upgrade, downgrade, or cancel at any time.

Prefer to cancel your account instead?

If you don’t want to keep your account open, and you’d rather not be charged for the service, you must cancel your account before October 23rd, 2013.

Have questions or need help?

Our customer service and support team is here to help you any way we can. Please visit to get in touch.

Thanks for using Campfire.

The crew at 37signals

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