The story
Jeff's college job was running a university computer lab. Retirees taking classes would come in, get their mind blown when Jeff showed them FaceTime with their grandkids, then return the next day expecting one-button Venmo transfers.
A signature Jeff Moss story used to anchor the principle of resetting customer expectations honestly when their mental model of the technology outpaces what is possible.
Jeff Moss
Founder, Expansion Playbooks. A decade studying customer retention and expansion data from 75+ recurring revenue businesses.