Skylight · B2C · digital family calendars and frames
Keep old customers on the old price, and honor it for anyone who asks
Gave up an estimated couple million dollars for goodwill; no measured effect
Unknownpricingcustomer-support
What they did
Did not announce the $39 to $79 increase in advance and did not apply it to existing subscribers; they were moved to a 'Legacy Plus' plan (Frame and Calendar access at the old price). New price only showed to new customers. Policy: anyone who had been considering a purchase and reached out asking for the old $39 price got it honored, even a year later.
What happened
Chose to forgo an estimated 'couple million dollars' from repricing existing subscribers; no outcome measured.
“We did not announce it and we did not apply it to our existing customer base. They were grandfathered in through what we now call Legacy Plus, that has access to the frame and calendar.”
“If they reached out to us, we honored the old price effectively and definitely.”
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