This is why 
is so awesome! Levelling with their customers, pros and cons of use for both and users
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And for the full thread:
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Thanks!!! Been playing with my first direct app and trying to find details on their isa terrible journey
I like it when companies are direct. 'Look, this costs us money so we need to pass that cost onto you since we’re a business that aims to make a profit’ gets a better reaction from me than ‘In order to optimise the customer experience we’re reducing the free amount of x’.
We’re not idiots or, most of us, unreasonable so explaining the issues you actually have is likely to earn a better reception than PR stuff.
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