I cancelled my subscription of the New York Times today. This was not a result of there being something wrong with the product, but the amount of time I have available for the service itself. New York Times is still one of my favorite publications along with The Economist. I paid $3.75 a week through monthly payments. Not a lot, but it adds up to yet another $15 a month. These little payments here and there tend to add up – which is the whole point of enabling customers to consume multiple services for small payments.
However, since I didn’t have enough time to read as much as I liked – I decided to cancel my subscription. This wasn’t as easy as I anticipated though. I had to call a US landline to do this. Before getting through I had to wait approximately 13-15 minutes. The call itself was over in about 3-5 minutes. I called through my Skype so the cost wasn’t very high for the call, but it is really a burden for international customers.
But the hassle of calling a landline from overseas to cancel your subscription? Not that useful, despite the obvious increases in continuation of subscriptions this has. I believe in offering the most effortless service to your paid customers – even be it that of them leaving. Because if the processes are really effortless, they might come back again sometime later. The whole point of digital services being automated is the fact that signing customers up isn’t costing you a penny (or for that matter – them leaving you). Now I’m going to a couple of times before I restart my subscription, if I ever do, because I don’t want to spend another 20 minutes on the phone calling a landline in the US.