REPLAY: How Detrack used a simple feature table in email to increase prices amidst economic uncertainty – without losing customers | Raising Rates

Check out Churn Flags – my new retention podcast – if you’re in SaaS: Apple • Spotify • YouTube • Other platforms♻️ This is a replay episode originally aired on April 02, 2025. I’m resurfacing it because – as much as we love fresh content – replaying smart ideas deepens the insights. And a second listen usually surfaces something you missed the first time ‘round. So, earbuds in — pen out. Let’s make this listen actionable. ♻️Shownotes:When you're a logistics app that hasn't raised prices in close to a decade – during economic uncertainty and amidst industry-wide price hikes – how do you break the news without breaking customer trust? First, craft a transparent, compassionate email – then swipe a simple progress infographic to prove value.Ideas you don’t want to miss(3:11) Why the Detrack app is “ugly” (their words!)(4:43) The 2 factors that made Detrack nervous about communicating their upcoming price increase – and the hidden blessing in the negativity(5:28) The basic strategy every pricing increase series needs(5:42) How seeing Slack’s price increase communication influenced this email(9:07) The simple solve for offer conflictsLinks from this episodeTake a look at the emails we’re talking about todayCheck out the Slack pricing change email that inspired additions to this Detrack emailADD ConvertKit consult blurbLearn more about how legacy users need help with new feature updates in Episode 3 with Devin from Bit.lyLeverage transactional emails with Nikki's Post Purchase Transactional PlaybookFollow Nikki on LinkedInGet Nikki's email musings at ⁠nikkielbaz.com/subscribe ⁠Let me know what you thought about the episode by emailing [email protected] consult when you sign up to Kit (formerly ConvertKit) using this affiliate link. Terms and conditions here.