“The key I’ve found to subscriber retention is focused on the feeling of the relationship, rather than the stuff they get,” Robert Skrob told me on a recent phone call. “I’ve had the opportunity to work with [and train] Harley-Davidson dealers. Harley motorcycles are a premium product; they sell for 25-30% more. Yet Harley sells more than half of all the motorcycles. Buying a Harley doesn’t get you to your destination any faster. It doesn’t reduce the costs on gas. But instead it feels different to the owner. It feels like when you ride a Harley, you’re part of a movement, and gives you something to look forward to.