Tag Archives: customer experience; customer trust;customer centricity

How stupid companies hold their customers hostage

customer hostages

It never ceases to amaze me how some companies continue to make it hard for customers to leave. As though making it difficult for customers to leave will make  them want to stay. Why do you think businesses continue with such short sighted practices?

In my experience businesses that rely on monthly membership fees are the worst offenders. Of course there is the notorious case of AOL that lit off a firestorm online a number years ago and continues to be talked about today.

This is clearly a leadership and corporate culture issue. It happens when leaders behave in a way that suggests it is ok to make it hard for customers to leave. They probably say things like “what ever you do don’t let a customer go without doing everything you possibly can to keep them!” This is great in theory but in practice not every customer wants to stay and its not necessarily because they don’t like what you are offering.

Sometimes customer’s needs change, they grow out of using your product and need to move on. Don’t you think it would be a good idea to let them go on a positive note rather than kick them on the way out?

Why do you think this still happens?