Sludge: Is Your Product Making Your Customer’s Lives Harder not Easier?


Reading Time: 5 minutes I recently received a letter from a well-known subscription radio service for my car. The letter offers me a seriously discounted rate to renew my lapsed subscription. I won’t be renewing. Why not? The product performs exceptionally well, and the discount is significant. It’s not about the product itself. It’s about the sludge.