Yes, your feedback is definitely appreciated, and I regret that we didn't act fast enough to retain your business. I will use it as a teaching exercise with the rest of the team for what we could do better on next time.

The unfortunate reality this time around is that we got overwhelmed and had to focus on doing work that had the most impact to the largest number of customers. That meant that more personalized approaches to customer retention kind of slipped through the cracks. This can't happen again, and I'm adamant that it won't.

I see image processing services as an important area for innovation and growth on the web over the next several years. It doesn't mean that imgix has to get the business of every site on the Internet, but fundamentally I believe that anyone who cares about how their content is presented should use a service like imgix. Doing image manipulations by hand, or serving non-optimal formats or sizes to browsers is going to be viewed as serving your site without using a CDN: it just isn't the state of the art anymore, and the benefits are worth it.

I welcome competition from other companies who run competing services, or build-it-yourself solutions like thumbor, because that means we really were on to something: the market is real and these services provide real value to customers. I want imgix to be at the front of the pack, and that means doing the hard work every day to make sure we're there.