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♻️ 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 conflicts

Links from this episode

Take a look at the emails we’re talking about today

Check out the Slack pricing change email that inspired additions to this Detrack email

ADD ConvertKit consult blurb

Learn more about how legacy users need help with new feature updates in Episode 3 with Devin from Bit.ly

Leverage transactional emails with Nikki's Post Purchase Transactional Playbook

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Get Nikki's email musings at ⁠nikkielbaz.com/subscribe ⁠

Let me know what you thought about the episode by emailing podcast@nikkielbaz.com

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