When Failure Is the ROI Goal

Shouldn’t marketing be more than just going through the motions?

Over coffee the other day, one of the top e-mail consultants in the country told me about a surprise revelation from a client, one of the major broadband providers in the country.

She’s charged with an e-mail retention program aimed at the telco’s broadband subscribers. So naturally you’d think that the more subscribers who re-upped their annual contracts, the better the program was performing, right?

Not so fast.

In a recent meeting, the client let drop that subscribers who don’t renew their DSL contracts are charged higher monthly fees, and that the majority of lapsed subscribers simply don’t notice the rise in costs. “So,” my friend incredulously asked her client, “you’re telling me that the more this program doesn’t work, the more money you make?”

“Well…yes,” came the reply.