Hi there,

Initially, I would like to pull you up on one thing. we're not losing customers. We are growing as an ISP through recommendations and generally new signups and we're practically we only Tier 2 ISP that's doing so.

Sure, there is a 12 month tie in associated with the Loyalty Offer that we are offering, but in this industry, with margin as tight as they are with the insane level of competition that is currently present I personally feel that this offer is a good one. If you don't like it, or don't want it, then don't take it. BT Retail are currently recontracting customers for 12 months, with no perceived benefit (PSTN services). We're offering you

I haven't had the email yet, so I could just follow the link in the first post and sign up?
If I so desired.

Yep.

Hi James

Well as you have pointed out, with margins as tight as they are in this industry, then PlusNet must be concerned with future churn if they are willing to pay

"done" being quite a fitting word, possibly...

Churn is eating the small players alive. Punters are migrating and they are migrating to the big boys. Plusnet are defending their ground by offering a discount for a 12 month contract. I see no losers from this deal.

In reply to:

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Initially, I would like to pull you up on one thing. we're not losing customers. We are growing as an ISP through recommendations and generally new signups and we're practically we only Tier 2 ISP that's doing so.

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Just for feedback, so you can pass it on, I've had a phone call this evening from a PlusNet customer who received this email. They liked the idea of saving

Hi

In reply to:

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Churn is eating the small players alive. Punters are migrating and they are migrating to the big boys. Plusnet are defending their ground by offering a discount for a 12 month contract. I see no losers from this deal.

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When it's put like that I quite agree. I'm not really against the principal of it and many customer's will likely benefit financially.

What I am against is the obvious marketing spin and less then clear "what it might mean in reality" to the customer accepting this offer. It's rather patronising for them to tell me in an email they want to reward me for my loyalty but then ask me to sign up for a 12 month contract, where only if I do, I get the reward for 5 years (in my case) of loyalty to PlusNet.

Are you for real, every company uses marketing. It is up to the customer to decide what they want.

Why not make a simple offer such as: after 2 years membership the next 6 months will be less