Automatic card updates: recover the accidents, let the leavers leave
In short
I made a video about automatic card updates and people hated the concept. They were right. A lapsing card is a cancellation method: plenty of people quit by letting the card die and assuming it's handled. If you silently pull their new number and keep charging, you override a decision they thought they had made.
Key points
- The test: would the customer say yes if you asked them? If yes, fix it.
- Every involuntary churn tactic either removes an accident or removes an exit.
- Recover the accidents. Let the leavers leave.
