The Week’s Opener 
One hot question from us to kick off the week:
We want to hear…
How can companies effectively communicate pricing or plan changes without damaging customer relationships?
Netflix’s recent approach has drawn criticism, making this an ideal time to discuss:
• What communication strategies actually strengthen customer trust during plan changes?
• Common pitfalls that trigger customer backlash and how to avoid them
• Which internal teams should collaborate before, during, and after announcing changes
Has your company successfully navigated a pricing or plan change?
Share your experiences below.
My favorite guidance here is twofold:
- Get into a regular habit of communicating with customers about pricing/product. Loom does a great job in the attached image.
- Give an early warning. Allow existing customers ~3 months or so to get their bearings on new pricing and understand what it means for them.
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I’m interested in hearing about other methods of communicating the price increase other than snail mailed letters / schedules, emails, statements on monthly invoices (or inserts), and the Netflix popup. What are other creative methods you’ve employed in a B2B SaaS business to communicate a price adjustment that will garner a high engagement rate (60-70%)?
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Love how HubSpot used this banner to announce an upcoming price change a few months in advance. Cool way to create urgency to move forward with existing prices.
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