Cancellations and how you handle them?
I am working on overhauling the cancellation experience/process and wonder how you handle them?
How does your customer cancel?
Do you try to save every cancellation?
How do you manage renewal notifications?
Do you have an automatic price increase baked into every renewal?
My model for cancellations is Apple. When you subscribe to a service the option to cancel is available via any device via your subscriptions options. Click and cancellation is completed.
No customer journey should be as painful as trying to cancel from Comcast, my example of the worst subscription experience cancellation. It is not straightforward, there are endless attempts to "save" the account that only serve to irritate and annoy me and harden my resolve to never do business with them again.
How to strike a balance? How do you make cancelling a seamless customer experience (on par with all other customer experiences) and carefully do everything you can to understand why and do all you can to save it and not create a painful, bitter parting?
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