Loom appeases angry customers with the most generous version of pricing experiments
Janie Lee · How to Leverage Pricing and Packaging to Drive Revenue with Miro, Loom, OpenAI, and Splunk · Dec 3, 2024 · at 14:23
Janie Lee, Head of Product at Loom, explains Loom's operating principle for handling customer friction during pricing experiments.
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“Being on the receiving end of pricing and packaging experiments can be really frustrating if you find out. And so we've had a philosophy of, hey, if someone finds out or if someone is really unhappy, how do we just give them the most generous version of our policy to make sure that there isn't any negative consequence and I think negative potential brand impact.”
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