It's an ongoing process and one that I put allot of resources into. In the end it's a balance. It's also about perception. For example your comment above in regards to Acanac getting no referrals. It's the exact opposite. At this time a good portion of our orders are coming from referrals and not direct advertising.
The problem with that is people will refer other people only to get the financial incentive i.e. free internet. What would be interesting is seeing the stats of referrals and if they stay longer than 6 months and that would tell the complete picture.
mlerner Premium join:2000-11-25 Nepean, ON kudos:5
The problem is and I admit a challenge for every industry is, no matter the cost you will sooner or later have to raise rates or risk your customer base as you keep growing. Teksavvy I think ran into almost exactly the same situation and could have ended up in a bad situation.
I don't pretend to know the ins and outs of business but I have seen those situations frequently and it's a tough spot.
Value propositions like offering referrals can also cause or increase problems if the customer specifically chooses to subscribe only because of that.