For some reason, a major concert promoter thinks I live in NYC instead of Austin. And I can’t find a way to tell them otherwise.
So they send me announcements every day for NYC/New Jersey concerts.
So I unsubscribed, and they lost the chance to sell me tickets in my hometown. I bet thousands of people unsubscribe every week for the same reason, and they have no idea why.
The Lesson:
- When you get big, are you forgetting about the basics?
- Whose job is it to see things from the perspective of the customer?
- Do you have the metrics to spot customer leakage like this? Do you have someone to investigate?