Hook
It took me 40 minutes and three transfers to cancel a subscription I signed up for in 30 seconds.The first agent couldn't cancel it. The second could, but only after a retention offer I'd already said no to twice. The third confirmed it, then told me the cancellation would take effect after one more billing cycle.I understand the employees were following the process. I think the process deserves an executive review.Here's what I keep coming back to. Somewhere, there's a dashboard that calls my call a save. Average handle time looks fine. The retention offer was made. Every team hit its number.And the customer walked away certain they'll never come back.That's the gap I've seen inside large companies for 20 years. Each department optimizes its own metric, and nobody owns the moment the customer actually lives through.Three questions I'd ask before the next retention review:1. How long does it take to leave, compared with how long it takes to join?
2. Who is allowed to just say yes on the first call?
3. What happens to the customers we "saved" six months later?If the answers are uncomfortable, that's the roadmap.When did you last try to leave your own company as a customer?#customerexperience #retention #cx
