The Minneapolis Star Tribune found that allowing online cancellation actually helps keep subscribers | Nieman Journalism Lab

Many news organizations and other companies have been highly reluctant to let users cancel their subscriptions online, despite FTC pressure and the fact that people haaaaate talking to customer service.But what if refusing to allow subscribers to cancel online is not only annoying, but also actually counterproductive?1The Minneapolis Star Tribune is working to hold on to subscribers with a position focused solely on subscriber retention, WAN-IFRA noted Thursday. One counterintuitive way to do that, the Star Tribune found, is to give subscribers the option to cancel online.

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