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Thread incoming about @HelloFresh vs @blueapron. We've had both in my household for a couple of months, and generally enjoyed having pre-measured ingredients out of the box. But then we decided to cancel both, and it became clear who values a frictionless experience. 1/
For @HelloFresh it was super easy: log into my account and click a button to cancel our plan -- that's it. The process was frictionless and extremely straightforward. Kudos to the product managers who believe keeping a customer happy is the best way to get them back. 2/
For @blueapron, it was quite clear the product managers value friction to keep the customer. To cancel, you have to send an email to their 'cancellations' inbox and then await further instructions on how to proceed. Are you kidding me?!? 3/
We live in a world where any developer can, in a matter of minutes, create a button to cancel a plan instantly on a company website. The fact that @blueapron intentionally obfuscates this process highlights so much of what's wrong with so many internet-based companies. 4/
The text from @blueapron's site: "If you decide to cancel your account, contact our Customer Experience team at cancellations@blueapron.com, and we'll email you instructions on how to complete the cancellation process." Um no, just cancel my account. 5/
Because of this experience, @blueapron just lost me as a customer -- forever. In fact, I almost want to re-open our @HelloFresh account and order twice as much in spite of @blueapron's implicit policy of, "cancellation friction > customer churn". 6/
Also, given his particular fondness of calling out bullshit behavior like this, I'm tagging @dhh in the event he sees this thread and informs the masses about @blueapron's cancellation policy. 7/
In closing, don't be the company that does this. Abject hypocrisy is claiming to provide a great user experience for your customer while simultaneously obfuscating the customer's ability to cancel. It's not worth it, and you'll likely never get them back. /end
