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Barriers to exit are barriers to entry. If you make it hard for me to leave, I'm less likely to come back. If you make it hard for me to leave, I won't recomme

by Zanni 8y ago

Barriers to exit are barriers to entry. If you make it hard for me to leave, I'm less likely to come back. If you make it hard for me to leave, I won't recommend you to my friends. If I hear that you make it hard for me to leave, I'm less likely to sign up in teh first place.

noneeeed 8y ago
Pretty much this. In the past I've signed up to NowTV (UK streaming service) solely to get Game of Thrones for about two months of the year. They make it really easy to stop and start your packages. If it was hard to leave I'm not sure I'd sign up and would be more inclined to consider "alternative avenues"... The ironic example of an organisation that made it hard for me to leave was Which?, which is similar to Consumer Reports I think. It's a self declared "champion of consumer rights" etc. I signed up when we were buying a load of appliances for a new kitchen. I had to google how to cancel my subscription and involved sending an email to the right address and eventually someone would get round to it. Ridiculously hypocritical.
- tolien 8y ago
  Possible it’s changed since you cancelled but when I signed up last month the email address (which@which.co.uk) was printed in the jacket around the first magazine they sent. When I emailed to cancel I got a response literally within minutes (at 0044 — guessing its outsourced) confirming that they’d got my request and would process it. Surprisingly painless, given their website says you need to phone [1]. 1: https://www.which.co.uk/help/our-policies-and-standards/1973/cancelling-your-membership https://www.which.co.uk/help/our-policies-and-standards/1973...
  - noneeeed 8y ago
    In my case it was the online subscription, not the paper one. Which I think makes the lack of easy cancellation even worse :/
    - tolien 8y ago
      It looks like you don't get a choice now - I signed up online (£1 trial) and got access to the website. Agreed though, the sensible rule would be that method of cancellation matches method of subscription.
- chdaniel 8y ago
  Speaking of GOT, I know for sure I'd love it to death given I've been through LOTR some years ago but I'm so afraid it'll get me addicted and I won't do shit until I'm done with the 6-7 seasons (idk how many there are) Thx for the example. Surely we can learn from it. But as I mentioned above, I do see the value in it for those who do it in a dying industry. Obviously value for them, not for the end consumer — I naturally don't stand up for doing that given what I written in the article. It's as if they're trying to cling to every last penny they could get in the short-term because there's no more long-term
chdaniel 8y ago
Got you. When I choose something as trivial as a barber or some other day-to-day service, I look at this— do they answer to complaints on Google Maps reviews? I don't mind them making mistakes — everyone does. Will they blame it on me without even listening or will there be a mature human being with whom I can talk?

by Zanni 8y ago

noneeeed 8y ago

Pretty much this. In the past I've signed up to NowTV (UK streaming service) solely to get Game of Thrones for about two months of the year. They make it really easy to stop and start your packages. If it was hard to leave I'm not sure I'd sign up and would be more inclined to consider "alternative avenues"... The ironic example of an organisation that made it hard for me to leave was Which?, which is similar to Consumer Reports I think. It's a self declared "champion of consumer rights" etc. I signed up when we were buying a load of appliances for a new kitchen. I had to google how to cancel my subscription and involved sending an email to the right address and eventually someone would get round to it. Ridiculously hypocritical.

tolien 8y ago
Possible it’s changed since you cancelled but when I signed up last month the email address (which@which.co.uk) was printed in the jacket around the first magazine they sent. When I emailed to cancel I got a response literally within minutes (at 0044 — guessing its outsourced) confirming that they’d got my request and would process it. Surprisingly painless, given their website says you need to phone [1]. 1: https://www.which.co.uk/help/our-policies-and-standards/1973/cancelling-your-membership https://www.which.co.uk/help/our-policies-and-standards/1973...
- noneeeed 8y ago
  In my case it was the online subscription, not the paper one. Which I think makes the lack of easy cancellation even worse :/
  - tolien 8y ago
    It looks like you don't get a choice now - I signed up online (£1 trial) and got access to the website. Agreed though, the sensible rule would be that method of cancellation matches method of subscription.
chdaniel 8y ago
Speaking of GOT, I know for sure I'd love it to death given I've been through LOTR some years ago but I'm so afraid it'll get me addicted and I won't do shit until I'm done with the 6-7 seasons (idk how many there are) Thx for the example. Surely we can learn from it. But as I mentioned above, I do see the value in it for those who do it in a dying industry. Obviously value for them, not for the end consumer — I naturally don't stand up for doing that given what I written in the article. It's as if they're trying to cling to every last penny they could get in the short-term because there's no more long-term

chdaniel 8y ago

Got you. When I choose something as trivial as a barber or some other day-to-day service, I look at this— do they answer to complaints on Google Maps reviews? I don't mind them making mistakes — everyone does. Will they blame it on me without even listening or will there be a mature human being with whom I can talk?