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Thread incoming about @HelloFresh vs @blueapron. We& #39;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& #39;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 & #39;cancellations& #39; 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& #39;s wrong with so many internet-based companies. 4/
The text from @blueapron& #39;s site: "If you decide to cancel your account, contact our Customer Experience team at [email protected], and we& #39;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& #39;s implicit policy of, "cancellation friction > customer churn". 6/
Also, given his particular fondness of calling out bullshit behavior like this, I& #39;m tagging @dhh in the event he sees this thread and informs the masses about @blueapron& #39;s cancellation policy. 7/
