The Discount Airlines Effect

Companies are always looking for ways to maximize profits and stay ahead of the competition. One common strategy that many software companies use is to charge extra fees for customization options or only offer point solutions. While it can be a lucrative practice, this can have a negative impact on customer satisfaction, customer experience, and loyalty, as users may feel frustrated or resentful when they are forced to pay extra for what they need. 

Higher Adoption Rates There are several potential benefits to providing clients with a complete product versus charging additional fees. One of the most important is that it can encourage greater adoption rates. When clients find a product or system that fits their specific needs, they are more likely to use it more often and get more value out of it. This can lead to higher customer satisfaction and loyalty, as users feel that the software is tailored to their needs and preferences. 

Customer Experience Another benefit of presenting users with a complete product is that it provides a more satisfying experience for users. In software, providing a robust system that tackles several client needs can make a huge difference in user engagement and adoption. By addressing user needs wholistically, companies can demonstrate that they value their customers and are willing to go the extra mile to meet their needs. 

Retain & Attract Customers It is also worth noting that this practice can be beneficial for software companies as well. By providing a better customer experience, companies can attract and retain more customers. Customer satisfaction is never bad for the bottom line. Customers today have more options than ever before and rightfully so are not afraid to switch to a different provider if they are not satisfied with their current one.