Why Making It EASIER For Customers To Cancel Drives Growth

Don't block the exit. You made it so easy to buy, don't make it so hard to cancel. It's like customers buy with the best intent. We wanted it to work out. Sometimes things don't work out. Relationships just don't work. We don't always know why. It doesn't have to be awkward. I didn't leave clothes at your headquarters. We can still remain friends. We might get back together someday. Because we've all had this, okay, well, to cancel service, you'll need a letter from your doctor, notarized by the Dalai Lama, and filed at the end of that rainbow. We've had variations of this experience kept coming back in the surveys and the anecdotes. Once again, The data says if you make it easier to break up with you, more people buy. This is not counterintuitive. If you make cancellations easy, it adds fluidity to your flywheel. Which brings me to an idea. We've all seen this button. It's the buy now with one click. Here's the idea. What if we started putting up a cancel now with one click button? What? Do we think that if our companies built a reputation for being easy to break up with, easy to cancel, that more people would buy from us? I think so. There's precedent in the retail sector. Zappos, Nordstrom, lots of— it's like if you make it easy for people to refund or cancel, you get more sales.