In this article, we look at how teams can approach cancellations as opportunities to re-engage and retain less-than-happy customers. This starts with optimizing the cancellation process so that customers only use it as a last resort action.
If someone has decided to leave I believe it is best to make it as easy as possible to do so. It is the same with newsletter unsubscribes. Anything other than a one click unsubscribe can be deeply frustrating. In this post Julia offers some suggestions as to minor process changes that are worth implementing ranging from reminding you as to what you’ll lose through to other options other than a straight cancel. She also suggests that it represents a good learning opportunity to try and understand the churn drivers. Alan