SiriusXM
Cancellation is Not an Option
$23B
Value Extracted
5
Key Initiatives
The Story
SiriusXM noticed customers wanted to cancel. We helped them design a cancellation process so frustrating that many just give up and keep paying. For those who escape, we beam ads directly to their car's infotainment system anyway.
Key Achievements
Created 30-minute minimum phone wait for cancellation (no online option)
Trained retention specialists in psychological manipulation techniques
Implemented zombie billing that continues after 'successful' cancellation
Designed mailer campaigns targeting former customers indefinitely
Partnered with automakers to beam ads to vehicles even without subscription
EnshitifAi showed us that the customer journey doesn't end at cancellation.
Retention Team
Department of Customer Persistence
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