13/01/2026
Customer journeys matter. Even when the mistake is yours.
(A WildHer reminder)
I signed up for a Black Friday deal.
Fully intended to cancel after the first month.
Did I forget?
Yes.
Did I get charged again?
Yes.
Is that on me?
Also yes.
But here’s where the customer journey falls apart…
❌ No reminder that payment was due
❌ No “your subscription is renewing” email
❌ No nudge saying “if you want to cancel, now’s the time”
❌ Not even a payment received or receipt email
❌ A 14 day notice period I only discovered after
❌ I emailed to cancel
❌ No acknowledgement
❌ Not even a holding email to say “we’ve received this”
That’s not a customer journey anyone should be proud of.
And this is exactly why I’m so bloody passionate about systems and ops through WildHer.
Because people forget.
People get busy.
People are human.
A good customer journey doesn’t rely on catching people out.
It supports.
It guides.
It communicates clearly.
Will I tell others about this experience?
Yes.
Would I recommend them?
No.
People might leave anyway and that’s OK.
But letting them leave without a bad taste in their mouth?
That’s where trust lives.
Get the customer journey right and customers will stay.
Or they’ll leave fairly.
Either way, they won’t leave pi**ed off.
And that matters far more than squeezing an extra payment out of someone who simply forgot.
Your systems are speaking for you.
What are they saying?
None of this is personal. It’s just systems that aren’t doing their job.
