Cable firms to FTC: We shouldn’t have to let users cancel service with a click — Customers may “misunderstand the consequences of canceling,” say lobbyists::Customers may “misunderstand the consequences of canceling,” cable lobby says.
Cable firms to FTC: We shouldn’t have to let users cancel service with a click — Customers may “misunderstand the consequences of canceling,” say lobbyists::Customers may “misunderstand the consequences of canceling,” cable lobby says.
Yep, it’s a terrible argument but it’s the only one they’ve got. They can’t admit the easier it is to cancel service the more customers they’ll lose. Nor can they say that the cable industry has spent a fortune researching how to make canceling service just frustrating enough that people will put it off long enough for the urge to eventually pass. And believe it or not, exploiting people’s laziness has been a surprisingly effective customer retention strategy for decades.