In this episode of the Travis Makes Money Podcast, Travis and producer Eric sit down for a conversation about subscription fatigue, frustrating customer experiences, and a new policy in New York City designed to make canceling subscriptions easier. They discuss Mayor Zohran Mamdani's new click-to-cancel rule, share their own experiences trying to escape unwanted gym memberships and activity-tracking subscriptions, and explore why businesses that make it easy for customers to leave may actually be better positioned to earn their business again in the future. Along the way, they also talk about technology overload, the appeal of analog tools, and why sometimes simpler really is better.
On this episode we talk about:
New York City's click-to-cancel rule and how it aims to protect consumers from deceptive subscription practices
Personal experiences with difficult cancellation processes at Planet Fitness and WHOOP
Why forcing customers through surveys, retention offers, and unnecessary steps creates a poor customer experience
How making subscriptions easy to cancel can build trust and increase the likelihood that customers return
Subscription fatigue, technology overload, and the growing appeal of books, notebooks, journaling, and other analog alternatives
Top 3 Takeaways
Make it as easy to cancel as it is to sign up. If customers can subscribe with one click, they shouldn't have to navigate a maze of phone calls, surveys, and retention offers to leave. A straightforward cancellation process respects their time and autonomy.
A frustrating customer experience can cost you future business. Making it difficult for customers to cancel may keep them paying temporarily, but it can leave them so frustrated that they refuse to return—even if they previously liked the product.
Not every problem needs more technology. Subscriptions, apps, notifications, and connected devices can add unnecessary complexity. Sometimes simpler, more tactile alternatives like paper notebooks and journaling offer a welcome break from digital overload.
Notable Quotes
"No one should need 45 minutes of hold music to stop paying for something they never wanted." — Quoted by Eric from Mayor Zohran Mamdani's announcement
"If a company can take your money with one click, you should be able to get your money back with one click." — Quoted by Eric from Mayor Zohran Mamdani's announcement
"When I'm forced through all these hoops, I just go like, I'm never doing this again." — Travis, on frustrating subscription cancellation experiences
Connect with Travis Chappell:
Instagram: @travischappell
Other: https://travischappell.com
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