Albert Cui’s Post

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Senior Principal Product Manager - AI/ML & Growth at LinkedIn | Ex. Deutsche Bank, Harvard

Subscription friction and frustration is real! I recently subscribed to ESPN+ (thanks FantasyFootball season!) but couldn’t access the premium articles, even after subscribing. Instead I just kept going in a loop and hitting the paywall even though I had already paid (see video). I found a 3-year-old Reddit thread (https://lnkd.in/e5_H3hHC) describing the exact same issue—still unresolved after all this time! The only fix? Chat support has to step in and manually fix the account. If customers are blocked from accessing what they’ve paid for, they'll cancel because they never manage to fix it or they are so frustrated by the manual process. Subscription experiences need to be as smooth as possible. If customers hit roadblocks like this, it’s not just a one-time frustration—it can lead to lost trust and lost revenue (and in my case lost fantasy football points).

Albert Cui

Senior Principal Product Manager - AI/ML & Growth at LinkedIn | Ex. Deutsche Bank, Harvard

3mo

If/when this gets fixed, I'd LOVE to see the A/B test results! For Espn+ subscribers who sign up via the upsells on Premium Content, 50% of them (Group A) get the fix immediately, the other 50% (Group B) have to still find out that they need to chat an agent and manually fix it. Group A has such a better experience, that I strongly believe their retention (survival rates / renewal rates) will be much higher.

Ora Levit

VP, Product Management, Head of Core Growth + Premium at LinkedIn

3mo
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