We don't A/B test core values

“The tyranny of easy metrics”:

Someone asked how this "strategy" of simply letting customers cancel without questions or hassle could be substantiated by data. Like, what measurements, what tests drove us to this place? It's a perfectly fair question in a world saturated with Growth Hacking, Chief Revenue Officers, and endless aspirations for exponential growth. But it's ultimately the wrong way to look at it.

It's easy to quantify the value of these hassling and haggling measures when they somehow manage to save a few customers, even if that is just 0.1% of those subjected. See! We earned an extra $32,856 last year putting everyone who wanted to cancel through the wringer. Yes, but at what cost?

This is the tyranny of easy metrics. It's easy to measure how much money is saved by preventing cancelations, it's much harder to measure how much long-term business is lost by poisoning your reputation with the 99.9% of customers who had to jump hoops and dodge sleazeballs to get out of the subscription...