Apple’s Churning Of The Gut

It’s the funny season in technology land. The holidays are over, the major technology trade shows are soon to pass, and thousands of tech writers have nothing to report. So we get stories like the Wall Street Journal quoting unnamed sources that say Apple halved their component orders for calendar Q1. I find the whole thing fishy (via Loren Brichter) and never personally made the connection that a decrease in parts meant a decrease in orders. John Gruber linked to a great Forbes article that could explain the situation.

Personally, I’m really bored with these stories. Unnamed sources say such-and-such, the blogosphere goes wild, some rise up to defend Apple while some rip it down. The stock price moves. Then everything returns to normal, waiting for the next big “story” to appear days or weeks or months later. Yawn.

What interests me more is why does this stuff keep happening in Apple’s name? No one comes out and says this crap about Samsung, Google, Nokia, RIM, Microsoft or any other big name in technology. It’s all Apple, all the time.

One possible answer is that Apple’s headlines are perfect link bait. Write something disparaging about Apple and everybody who follows technology clicks the link. Posts get written about it for weeks. The irony is that all the commentary keeps the story alive, drives more traffic to the original writer’s web site, which gets them to write more of this garbage. The second possible answer is that we thrive on building up companies (and people) then tearing them down. Apple was the underdog for so long and now that it is one of the biggest and most successful companies in the world, well, we can’t root for them anymore. A third is that the company is just that divisive. These have been talked about endlessly; none ring perfectly true to me. They all strike me as symptoms, not causes.

I have come to believe that the true cause is something bigger than all of this. I think the right answer is that Apple just fails to pass the gut test for most people. It’s an incredulous reaction to Apple’s success. Look, how is it even remotely possible that a company with such a small market share could really be doing so well? How can a company that had so little success, a company that survived by the skin of its teeth in the PC era, be one of the largest companies in the world now? How can a company with so few products be such a behemoth?

I honestly believe people read their gut and say it can’t be possible therefore it isn’t. Apple can’t be this successful. It’s not possible. And I know that because my gut tells me so.

I had lunch today with one of my old college professors and his attitude was almost “about time.” Apple had its day in the sun, it did well for a while, but it’s time for market realities to catch up to the company. Apple has been a fad for a decade now — since the iPod launched in 2001 — and it is time for it to fade into the sunset like some hokey 1950s western.

Which I think leads to the last unfathomable point that makes Apple’s case so gut-wrenching. There is no way, the gut tells folks, that Apple can continue growing at the current rate. There’s no way! But what the gut can’t fathom is that the markets Apple is playing in are so ridiculously large that there are only a handful of other things that play at that scale, and all of those are at the base level of Maslow’s Hierarchy of Needs. I mean how in the world is it possible that smartphones could play at a seven billion unit market scale? After all, everyone needs air, water and food. Not everyone needs a cell phone.

The gut can’t believe it. Reality, though, can be brutally hard on the gut.

The Key To Freemium Subscription Conversion

I’ve been analyzing a number of subscription services over the past year, primarily those following the freemium business model. The ones who seem to have the most success not only solve a problem but also seem to have something else in common: each one offers multiple ways to ram your head against the pay wall.

To simplify, I’m going to focus on a handful of freemium services. Freemium, if you are not aware, are products that offer some functionality for free and more if you pay. Examples include Evernote, Flickr, and 37signals’ products. To different extents, each service offers functionality for free and then gives you multiple methods where that free service isn’t enough and paying becomes the likely option.

Evernote offers more for free than most services. You can create and upload way more for free than 99.9% of people would ever use each month, for instance, and gives you access to that information everywhere. Given that you’d think Evernote would have a low conversion rate. But it’s actually really high: over 20% of active users (those who use the service at least once per month). Why do people upgrade? Bigger uploads, better security, offline access, history of note changes, collaboration options, better search and  faster image recognition. And those are just feature reasons. Evernote CEO Phil Libin claims that the primary reason is because customers want to know the company will be around long-term. That’s eight reasons — and I didn’t list them all — for a customer to pay. Each customer only needs one reason to upgrade. Evernote ensures most customers will eventually run into one of them.

Flickr has an upload limit for free, or rather it has a limit of how many of your uploaded photos you can see. The Pro account adds unlimited photos, larger sized photos, more videos, HD videos, more groupings, high res images, ability to download uploaded images and statistics. Again, Flickr offers nine or more ways for a customer to hit a wall and need to upgrade.

As a third example look at 37signals’ Highrise. Highrise revolves its various price points around four or five key features including number of users, amount of storage, number of deals, number of contacts, etc. Again, multiple ways to run into a wall and need to pay.

In contrast, let’s look at a product like Cheddar. Cheddar is a subscription-based to do app for iOS and Mac that is for sale right now. According to the sales site, Cheddar has a 2.55% conversion rate, fairly anemic and, given his numbers, not enough to make it a full-time job. Cheddar offers one reason to upgrade: unlimited lists. That’s it. That means 97% of customers are more than happy with one or two lists, which is what you get for free. There is nothing else to get these folks to pay.

There is more than this required to make a subscription service work but getting people to convert partly means giving customers more than one excuse to do so.

Discontinuing Services The Right Way

I received an email from Google last week. The company is discontinuing the free version of Google Apps for Business. When it started Google Apps for Business offered 50 free accounts before you had to pay. Last year that changed to 10. Now there is no free tier beyond a trial. Here’s the email:

Hello from Google,

Here’s some important news about Google Apps—but don’t worry, there’s no need for you to take any action. We just want you to know that we’re making a change to the packages we offer.

Starting today, we’re no longer accepting new sign-ups for the free version of Google Apps (the version you’re currently using). Because you’re already a customer, this change has no impact on your service, and you can continue to use Google Apps for free.

Should you ever want to upgrade to Google Apps for Business, you’ll enjoy benefits such as 24/7 customer support, a 25 GB inbox, business controls, our 99.9% uptime guarantee, unlimited users and more for just $5 per user, per month.

You can learn more about this change in our Help Center or on the Enterprise Blog.

Thank you for using Google Apps.

Clay Bavor
Director, Google Apps

I want to commend Google for making this change the right way. First, they aren’t forcing anyone to upgrade. Second, our current plan is grandfathered in, meaning as long as we keep it we get the same service for the same low (free) price. When introducing new products or needing to make substantial changes, this is the way to do it.

I’ve made this mistake before. Before we introduced powerOne for iOS we had originally developed a product called FastFigures. When we decided to discontinue it and move to powerOne, we removed it from the app store, making it impossible for those that already bought to re-download. The right way to do this, in those days, would have been to leave FastFigures in the store and introduce powerOne as a product. We reversed ourselves but by then the damage had been done. In the future I hope we will be more considerate.

The Future of Apps Is Free

Once upon a time I listened to the radio. This was, in essence for a teenager without any money, the only way to listen to new music. The good part is that there was always something new to listen to. The bad part was the commercials, the DJs, the commercials, the constant talking… did I mention the commercials? Later I understood the trade-off. Without the commercials there was no radio and that that was the cost of listening to new music.

But that changed. Years later there were many more ways to listen to new music, most of which didn’t require paying a fee to do so. Even in the car, I now carry iPods and iPhones loaded with music and podcasts that don’t require me to listen to commercials at all. So now music is free. And when things go free there is no going back.

Apps, for all intensive purposes, have tipped. They are now free. And there’s no use trying to treat them as anything but.

I do indeed pay for some software but it is becoming more and more clear that the apps I rely on the most are, in essence, free. Evernote and DropBox, free. For all intensive purposes the operating systems I run are now free. Google apps, free. Email, free. Web browsers, free. Almost everything I use now is either so ridiculously cheap that it is practically free or is really free. If the app isn’t free now, it will be in the next few years. In certain niches this won’t be the case, but in mass market apps, products aimed at the masses of consumers, what we used to call horizontal software products, are or will shortly be free.

This trend is not worth fighting. It is what it is. As a software developer I have a choice: I can either focus on a very targeted niche application so I can continue to generate product sales, or I can come to terms with the fact that software will be free and consider new models to generate income. Check out this list of amazing revenue models, put together by Fred Wilson’s AVC community.

The Next Decade For Microsoft

Two days ago I was talking about products soliciting strong opinions. A decade ago Microsoft was an opinionated company. People loved to hate them and other people were in love with them. Just the mention of Microsoft could solicit a fight among friends. But the last decade hasn’t been kind to Microsoft. As the market fight has shifted from desktop to mobile, the world has stopped talking about Microsoft. Marco Arment said something quite profound about the difference between the two companies:

Apple’s products say, “You can’t do that because we think it would suck.” Microsoft’s products say, “We’ll let you try to do anything on anything if you really want to, even if it sucks.”

Enter Windows 8. Enter the Windows 8 RT tablet. Enter the punditry suddenly discussing Microsoft again. In fact, it isn’t just the technorati discussing them. I haven’t heard this much discussion of Microsoft among the Apple community in ages.

Here’s the bottom line for the new Windows tablets: they are worth a discussion. The devices are interesting, the keyboards are interesting, the development tools are interesting. It is the first Windows computer in 10 years that would make me look twice at Microsoft’s world.

The Apple community wants to make this a battle between Apple and Microsoft, between Windows 8 and iOS. But that’s not what Microsoft is doing here and I understand that completely now. For Microsoft this is a battle between Windows XP and Windows 8. This is a battle between the old world of CRT monitors and the modern world of portable computing. Windows 8 is meant to be the next generation computing device for the 1 billion Windows installed base; not the competitor to 100 million iPad and Mac computers. It doesn’t need to have a million apps today and doesn’t need to have the perfect Office installation. It needs to have enough to keep people paying attention, talking about Microsoft, and make those who were going to upgrade stay with Microsoft.

Window 8 RT is a very interesting device. It does more than enough to make those who primarily want a notebook computer pay attention. I think it is going to be a big success and will keep Microsoft among the technology elite for the foreseeable future.