RD, another great post. The same pump posts are gladly accepted even if they are copied and pasted from the day before. Someone mentions a service problem and is crucified.
The pumpers jump on them citing that they must be crazy. Then the same people say that GZFX is perfect in their eyes. How can anybody not be getting "Perfect service" attitude. This turns away other posters from explaining their story.
Just listen up, that is all. Each negative experience trickles down to the price.
People need to realize that GZFX churn rate directly impacts the bottom line. This then hits the stock price.
Perhaps understanding churn can help us all to know why people cancel. Because most cancel without explaining why.
The loss of subs translates to more time to breakeven. And with what is forked out up front to CC, it hurts more to lose the CC subs. Churn is a major indicator of service.
We cancelled our service 2 months ago because popular titles usually had a wait. We had trouble returning 2 titles that GZFX failed to check back in. The problem was corresponding with the service people. They would e-mail that the issue was corrected, but then we would get a bill, even after service was cancelled ? This went on for months. The process could have been prevented. It solidified that becoming a member again is out of the question. And we told our friends to stay away because of the frustrating and slow service in addressing the issues.
If they had responded to the issue in a timely manner, then perhaps they could have avoided some churn. We then told others about the negative experience, so get it ? How would GZFX even know why we cancelled.
* The point. GZFX would have never known of our issue. The service people only communicated thru e-mail. The e-mails were not prompt to the questions that we had. We sent JF an e-mail about the problems and they finally were addressed. Too little too late. But without sending e-mails directly to JF, GZFX would not have known how irritated we were with the process.
The cost per sub with CC is much higher than the cost of GZFX bringing in a sub on their own. That said, the Cost Per Sub is even more important now. Churn rate needs to be addressed because GZFX cannot afford to lose subs that they pay cash for.
This absolutely affects the shareholders. Trickle down affect. And satisfied customers may also buy company stock, pushing up the price.
The company disconnect occurs thru subscribers as well as shareholders.
An OTC startup has to look be concerned with why people cancel. Not enough subs yet to overlook the issues. I bet the same reasons for cancelling occur time and time again.
As the company improves, so will the stock price. Subscribers can translate into shareholders. As the stock price rises, the story will get out much easier. But knowing why people cancel is very important. Most get away without knowing why.
GZFX must excel in the service arena to get ahead, imo.
