The Thin Line Between Serving or Screwing You Up

“The easier you make the refund process, the more refunds happen”
Morgan Hermand-Waiche (CEO, Adore Me)

You could sell almost anything with subscription model. The dilemma for the company is how difficult or easy you make it to opt-out. On the one hand you don´t want be regarded as a fraud by having too difficult billing scheme. On the other hand, you don´t want to make it too easy to get away from the program either.

“Any recurring billing scheme is problematic from a customer service standpoint unless you err on the side of the customer even when you may not be legally obligated to.”
-Sucharity Mulpuru (Forrester research)

The ugly truth of business is that majority of our loyalty is actually laziness. The best situation is that you truly love your subscription service and it gives a great diversity and value (e.g. Spotify, NetFlix, your gym and other entertainment services). Quite often your subscription is quite boring and if you could end your subscription right now with one-touch of button you would do it. But because there is no that button, you keep on going on because it is ok.

The perception of difficulty is sometimes more valuable than being truly difficult.

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