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Podcast: The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
Episode: The growing trend of adding 'additional fees', is this good or bad?
Description: Sometimes it's a "processing" fee. Sometimes it's called an "admin" fee. We have even seen it labeled "convenience fee," a refreshingly candid explanation for it. However, they are always additional fees, and if you have them in your pricing, they might have terrible implications for your customer experience. However, they might not. Unfortunately, there isn't a lot of scientific evidence that points to a definite negative effect on additional fees for a customer experience. For my part, it leaves a sour taste in my mouth when I get hit with one, so, my presumption is that I a...