Making it easy for customers to leave might sound like the wrong move, but it's actually a sign of confidence. This week, Jason Fried and David Heinemeier Hansson talk about why removing friction, especially on the way out, builds more trust. They get into cancellation flows, keeping customers by choice instead of pressure, and why people are more likely to share their positive experience when you don't make it hard to go.
Key Takeaways
00:11 – Leaving should be just as easy as signing up
03:23 – Offering a pause instead of forcing a full cancellation
11:00 – Simplifying the buying experience from the start
14:07 – How transparency builds long-term loyalty
17:05 – Creating experiences that make people want to come back
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