Navigating the FTC’s ‘Click to Cancel’ Rule: What Every Subscription Business Needs to Know

With rising concerns about subscription cancellation barriers, the Federal Trade Commission (FTC) has introduced a “Click to Cancel” rule, requiring companies with subscription models to simplify their cancellation processes. In this article, we’ll cover what the rule entails, its background, and practical steps for compliance.

What is the “Click to Cancel” Rule?

The “Click to Cancel” rule requires companies to provide an easy, online option for canceling subscriptions—mirroring the simplicity of the sign-up process. Under the rule, consumers can opt out of subscriptions via an accessible, one-click option. Additionally, businesses must secure clear consent before charging for memberships or free-to-paid trial conversions.

Here, subscription services refer to recurring payment arrangements for goods or services, such as streaming platforms, gym memberships, and product subscriptions. These models rely on “negative option” features, where a customer’s inaction (e.g., not canceling) leads to continued charges.

More specifically, the FTC’s new rule enforces several key requirements:

  • Clear and Accessible Information: Companies must provide truthful, visible information about subscription terms, renewal conditions, and pricing so consumers know exactly what they’re agreeing to.
  • Consent Confirmation: Businesses must ensure that consumers fully understand their agreement before being charged and should maintain records of customer consent.
  • Symmetric Cancellation Process: Cancellation must be as easy as sign-up, with companies offering the same channels. If customers sign up online, they must be able to cancel online; if they sign up in person, cancellation can also be done over the phone or online.
  • Penalties for Non-Compliance: Companies that violate these terms risk penalties, including consumer redress and civil penalties for misleading or obstructing consumers.

Why Was This Rule Created? 

The rule was introduced after numerous consumer complaints about the difficulty of unsubscribing. Many businesses have complex cancellation processes that make it easy to subscribe but challenging to leave. By establishing this rule, the FTC seeks to protect consumers from misleading practices that create obstacles to ending subscriptions.

The core issue is the accessibility and transparency of cancellation options. For years, companies have implemented barriers like hidden steps, live-agent requirements, and unresponsive online portals to retain customers. The “Click to Cancel” rule tackles these barriers by mandating streamlined processes.

So, this rule should help FTC get money back to people who are misled and address common problems that include: (1) Sellers who don’t tell the truth or leave out necessary information (2) People who get billed when they didn’t agree to pay (3) Sellers who make it hard (or impossible) to cancel.

What This Means for B2B and B2C Subscription Companies

This rule impacts both B2B and B2C companies that use subscriptions in their business model by demanding transparent subscription renewal terms and simplified cancellation options. B2B companies offering SaaS platforms and B2C companies running membership programs must now make their cancellation methods as user-friendly as their sign-up processes.

How Companies can Comply and Prepare

For companies to comply with the new rule, they should consider the following:

  1. Implement Simple Cancellation: Introduce a single-click cancellation option, ensuring customers can cancel as easily as they signed up.
  2. Clarify Subscription Terms: Make subscription terms and renewal conditions clear and accessible, especially on sign-up pages.
  3. Update Customer Support Protocols: Train customer service teams on the rule’s requirements, focusing on providing fast, compliant cancellation options.
  4. Audit Internal Systems: Ensure your billing and CRM systems support the new rule by instantly stopping charges upon cancellation.

To maintain compliance while retaining customers and gaining valuable insights, companies should consider:

  1. Loss Aversion Offers: Non-intrusive retention offers on cancellation pages allow customers to reconsider without impacting compliance.
  2. Feedback Surveys: Optional, brief surveys on cancellation pages provide insights into customer churn without creating roadblocks.
  3. Engagement Follow-Ups: After cancellation, send follow-up emails to gather more detailed feedback and encourage former customers to share their experiences.
  4. Data Analytics: Use analytics tools to monitor user behavior and identify patterns leading to cancellations, allowing for proactive adjustments to the service or communication strategy.
  5. Customer Education: Provide resources that explain subscription benefits and usage tips, which may reduce cancellations by enhancing customer value perception.

What Opportunities Do the New Rules Create?

The FTC’s “Click to Cancel” rule, while adding compliance requirements, offers subscription businesses valuable opportunities to enhance their competitive edge, build stronger customer relationships, and refine pricing strategies. 

Here’s how your business can turn these new rules into strategic advantages:

  1. Enhance Your Competitive Positioning: In the past, a cumbersome cancellation process may have masked a lower willingness-to-pay or revealed gaps in pricing power. With the new FTC rules requiring more straightforward cancellation, subscription businesses can no longer rely on friction-filled processes to retain customers. Instead, this shift enables you to improve your competitive positioning by providing a transparent, customer-first experience.
  2. Build Stronger Relationships with Your Customers: With easier cancellation options, your customer retention will now depend even more on the actual value your service delivers. Use this as an opportunity to better understand what drives value for your customers—what keeps them satisfied, what increases their willingness-to-pay, and what boosts long-term retention. A proactive approach here allows you to adapt more effectively, creating offerings that align more closely with customer expectations and needs.
  3. Re-evaluate Your Pricing and Packaging: What worked in the past may no longer meet the evolving demands of subscription customers, who now know more and demand more. The new rule changes provide an ideal moment to revisit your pricing and packaging to ensure they reflect the value your product provides. Consider whether your current subscription tiers, pricing, or feature sets still align with customer expectations or whether adjustments could better highlight your value. 

Final Thoughts

As the FTC enforces its “Click to Cancel” rule, B2B and B2C subscription companies must align with its standards to maintain compliance and customer trust. By updating processes, simplifying cancellations, and clearly communicating subscription terms, companies can adapt to this shift towards consumer-friendly practices.

For further details, refer to the FTC release here.

Did you know? 

We shared this article with our email newsletter community first. If you want to get access to our articles and insights before anyone else, you can sign up here (plus, it’s free!). 

Found this article helpful?

Sharing is caring. ❤️

Share this on social – super easy 1-click share buttons below 👇 – or send this article to a colleague or friend who can learn something new to empower their company or hustle.

From DVD to Streaming: Master Subscription Services and Tiered Pricing with Netflix

Brand Breakdown Series

Netflix was originally founded in 1997 as a DVD rental service before eventually transitioning to online streaming in 2007. Since then, it has become one of the world’s leading entertainment platforms, offering content on-demand to subscribers across the globe. In fact, Netflix currently has a massive global subscriber base, with over 238 million paid subscribers as of mid-2024. This makes it one of the largest streaming platforms worldwide, reaching audiences in nearly every country. Netflix’s revenue for the second quarter of 2024 was $9.56 billion, representing a 16.8% increase compared to the same period the previous year. And, as of the latest update, Netflix’s market capitalization is currently approximately $189 billion. As a result, Netflix’s success has made it a dominant player in the streaming industry, influencing how people consume media and contributing to the decline of traditional cable TV.

By heavily investing in original programming, Netflix revolutionized content production, starting with the original series, “House of Cards”, in 2013. This strategy allowed the company to control content distribution and cater to diverse global audiences. 

Netflix releasing entire seasons of shows at once has also created a binge-watching culture, allowing viewers to watch episodes back-to-back. This has transformed viewing habits, where audiences are now consuming entire seasons in one sitting.

Netflix’s streaming model has also contributed to the decline of traditional cable TV. By offering a vast library of content accessible on-demand, it set a new standard for how people watch television and movies, influencing the broader adoption of streaming services.

Netflix also helped pioneer the use of data-driven algorithms to personalize content recommendations for users. This approach enhances user engagement by tailoring the viewing experience to individual preferences, setting a trend in the industry for personalized content delivery.

Finally, Netflix has aggressively expanded into international markets over the years, offering localized content and producing original shows in various languages. This global approach has helped it attract a diverse, worldwide audience and set a trend for streaming services to create content that resonates across cultures.

Enter the World of Streaming Entertainment

Netflix operates in the entertainment industry, specifically within the streaming media and over-the-top (OTT) content sectors. This industry involves the delivery of video, audio, and other digital media content via the internet, bypassing traditional cable, satellite, and broadcast television platforms. The streaming media and OTT content industry is highly competitive and continues to intensify as new players enter the market and existing players expand their offerings.

 

Competition

Today, Netflix faces many key competitors, who not only offer their own unique content portfolio but also produce their own original content to attract new subscribers. These competitors include Amazon Prime Video, Disney+, HBO Max, Apple TV+, Hulu, Peacock, and Paramount+. 

Thus, there are many key factors contributing to the competitiveness of this industry:

  1. Content Library: Variety and quality of content, including exclusive originals, are crucial for attracting new customers. Netflix invests heavily in creating and acquiring diverse content to appeal to global audiences.
  2. Subscription Cost: Different companies offer various pricing models, making cost an important factor for consumers.
  3. Technology and User Experience: The technology behind each platform and the quality of the user experience play a significant role in setting services apart.
  4. Global Expansion: Netflix has been a leader in global expansion, but other competitors are catching up. Localized content that caters to international audiences is becoming increasingly important.
  5. Brand Loyalty: Established brands like Disney have large and loyal customer bases due to their popular franchises, adding to the competitiveness of the industry.

 

Subscription model

Thus, with the increasing number of platforms, content saturation is becoming a bigger and bigger issue. Consumers may struggle with “subscription fatigue” from paying for multiple services. Furthermore, the cost of producing and acquiring high-quality content is rising, putting pressure on profit margins. And, as the industry matures, regulatory challenges and market saturation could slow growth in certain regions.

 

Leadership position

Even still, Netflix continues to hold a leading position in the industry. And, as one of the pioneers of online streaming, Netflix has set the standard for how content is delivered, consumed, and produced in the digital age. In fact, Netflix is synonymous with streaming, much like how “Google” is with search engines. Its brand is highly recognized and trusted globally, contributing to its strong market presence. Moreover, as one of the first major streaming services, Netflix established a strong foothold early, which has been difficult for competitors to dislodge. It continues to lead in terms of subscriber numbers, content variety, and global reach. And, rather than staying complacent, Netflix has successfully adapted to changes in the industry, from its early days as a DVD rental service to becoming a streaming giant and content creator, which has helped it stay ahead in a fast-evolving market.

The Pricing Strategy: Offering Flexible Plans with Global Reach and Premium Content

Target consumer audience:

Netflix’s target consumer audience is vast, spanning different age groups, cultures, and viewing preferences. Its strategy involves creating and curating content that appeals to both global and local markets, catering to the diverse needs of its subscribers. This inclusive approach has helped Netflix maintain its position as a leading streaming service worldwide.

Netflix is particularly popular among younger audiences, as these groups tend to be tech-savvy, accustomed to consuming digital content, and prefer on-demand entertainment. At the same time, Netflix also targets families by offering a wide range of family-friendly content, including animated films, educational series, and kid-specific programming. The platform provides parental controls and dedicated profiles for children to make it a safe environment for younger viewers.

With content available in over 30 languages, Netflix serves an incredibly global audience. It creates and curates content tailored to various regional markets, such as La Casa de Papel (Spain), Lupin (France), and Squid Game (South Korea). This localized content strategy helps Netflix appeal to diverse cultural groups.

And by offering various pricing tiers, including ad-supported plans, Netflix caters to a wide range of budget-conscious consumers who are looking for affordable entertainment options.

 

Current Pricing Approach:

  1. Tier Pricing: Netflix’s tiered pricing strategy targets different customer segments based on viewing preferences and budget:

 

  1. Regional Pricing: Netflix adjusts its pricing strategy based on regional market conditions to stay competitive:
  • In price-sensitive markets, Netflix may offer more affordable plans or mobile-only options to attract users. This approach ensures that Netflix remains accessible in different economic environments.
  • In addition to affordability, Netflix also promotes its premium plans with exclusive features like 4K Ultra HD, HDR, and multi-device streaming. This helps maintain its premium brand positioning while catering to users willing to pay more for a superior experience.

 

  1. Pricing and Offer Changes: Netflix is continuously evolving its pricing and offerings to increase revenue and adapt to market demands:
  • In certain markets, such as the U.S. and France, Netflix is phasing out its ad-free Basic Plan. This move pushes subscribers towards the ad-supported plan or higher-tier options, thereby increasing average revenue per user (ARPU) through either advertising revenue or higher subscription fees.
  • By encouraging users to either accept ads at a lower price point or upgrade to the Standard or Premium plans, Netflix employs an upselling tactic that drives subscribers towards more profitable plans, ultimately boosting overall revenue.

 

How Their Pricing Has Evolved

  1. Early Subscription Model (1999 – 2007)

When Netflix first launched in 1997, it operated as a DVD rental service. Customers paid per DVD rental, with no late fees. In 1999, Netflix introduced its subscription model, offering unlimited DVD rentals for a fixed monthly fee, with various tiers based on the number of DVDs a customer could rent simultaneously. This move to a subscription-based model was pivotal, as it provided predictable revenue and encouraged more frequent use by subscribers.

 

  1. Streaming Service Launch (2007 – 2011)

Netflix finally introduced streaming in 2007 as part of its subscription package at no additional cost. Initially, streaming was bundled with DVD rentals, with a single plan allowing both services.

Netflix then began offering a standalone streaming-only plan for $7.99 per month in 2010. This move was driven by the growing popularity of streaming and marked a shift in focus from physical DVDs to digital content.

 

  1. Price Increases and Separation of Services (2011 – 2013)

In 2011, Netflix attempted to split its DVD rental service into a separate company called Qwikster, while streaming would remain under the Netflix brand. This change, coupled with a price increase for those who wanted both DVD and streaming services, led to customer backlash and a loss of subscribers. Netflix quickly reversed the decision, keeping both services under one brand but maintaining separate pricing. Following this incident, Netflix raised the price of its most popular plan (streaming and DVDs) by 60%, causing further discontent among users. The company had to work hard to rebuild customer trust.

 

  1. Global Expansion and Tiered Pricing (2013 – 2018)

As Netflix expanded globally, it introduced tiered pricing based on streaming quality (Standard Definition, High Definition, and Ultra High Definition) and the number of simultaneous streams allowed. This tiered approach allowed Netflix to cater to different types of users, from individuals to families. At the same time, Netflix also began experimenting with pricing in different regions, offering more affordable plans in emerging markets to attract a broader audience.

 

  1. Rise of Original Content and Price Increases (2018 – 2021)

Between 2018 and 2021, Netflix raised prices several times across its tiers, citing the need to fund content creation and improve its service. The Standard plan, for example, increased from $10.99 to $13.99 per month in the U.S. by 2020.

 

  1. Introduction of Ad-Supported Plans (2022 – 2024)

In response to increasing competition and subscriber growth slowdown, Netflix introduced an ad-supported plan in 2022 at a lower price point ($6.99 per month). This move marked a significant shift in Netflix’s strategy, as it had previously focused on ad-free experiences. The ad-supported tier aimed to attract more price-sensitive consumers and generate additional revenue from advertising. And now, in 2024, Netflix has begun to phase out its ad-free Basic Plan in several markets, including the U.S., encouraging users to either adopt the ad-supported tier or move to higher-priced plans.

 

In conclusion, Netflix’s pricing strategy has evolved from a simple DVD rental service to a complex, tiered subscription model designed to maximize revenue while catering to different consumer needs. The company has consistently adjusted its pricing in response to competitive pressures, rising content costs, and the need to diversify its revenue streams. This evolution reflects Netflix’s ability to adapt to changing market conditions and consumer preferences.

Pricing Strategy Breakdown: Key Takeaways

Why is their pricing strategy effective?

  • Targeting Multiple Consumer Segments: Netflix’s tiered pricing strategy allows it to cater to a wide range of consumer needs and preferences. By offering different plans (e.g., ad-supported, Standard, and Premium), Netflix can attract both price-sensitive users and those willing to pay more for premium features. This segmentation maximizes Netflix’s market reach, ensuring that it captures as much of the potential audience as possible.
  • Adaptability and Flexibility: Netflix’s ability to adjust its pricing in response to market conditions has been crucial. For instance, introducing the ad-supported tier at a lower price point allowed Netflix to tap into a segment of the market that might have previously considered its service too expensive. This adaptability helps Netflix stay competitive, particularly as new streaming services emerge.
  • Revenue Diversification: By introducing an ad-supported plan, Netflix diversified its revenue streams beyond just subscriptions. This is particularly important in a mature market where subscriber growth might slow. Advertising revenue provides a new income stream that complements its traditional subscription-based model. This diversification reduces reliance on subscription fees alone and leverages the large user base for additional income.
  • Encouraging Upselling: The phased elimination of the Basic Plan and strategic pricing increases over time encourage users to move to higher-tier plans. This upselling tactic increases the Average Revenue Per User (ARPU) without necessarily needing to add more subscribers, which is particularly effective in saturated markets.
  • Global Pricing Strategies: Netflix tailors its pricing to different regions, taking into account local economic conditions and competition. This regional customization allows Netflix to remain accessible in emerging markets while still maximizing revenue in more affluent regions.
  • Value Perception: Netflix justifies its pricing by continuously investing in original content, which enhances the perceived value of its service. By offering exclusive shows and movies, Netflix creates a unique selling proposition that justifies its pricing and keeps subscribers engaged and willing to pay.

 

What makes their pricing strategy different from others?

  • Strategic Fencing of Pricing Tiers: Netflix enhances the value of its pricing tiers by differentiating features like video quality and simultaneous streams, curbing password sharing to encourage upgrades, and introducing ad-supported options while phasing out certain lower-cost plans, effectively guiding users toward higher-value subscriptions.
  • Global Consistency with Local Adaptation: While Netflix’s pricing model is consistent globally, it adapts pricing to local markets based on factors like purchasing power and competition. This approach helps Netflix remain competitive and accessible in diverse international markets.
  • Continuous Price Adjustments: Netflix regularly adjusts its pricing and plans based on changes in content costs, market competition, and subscriber growth. These incremental price hikes are often justified by the addition of new content and features, helping to balance customer satisfaction with revenue growth.
  • Data-Driven Personalization: Netflix uses sophisticated algorithms to personalize content recommendations, which adds value to its service beyond the basic subscription. By leveraging data to enhance the user experience, Netflix creates a compelling reason for customers to stay subscribed.
  • No Long-Term Contracts: Netflix’s subscription model allows users to cancel at any time without penalties. This flexibility lowers the barrier for entry and reduces the risk for subscribers, making it easier for people to try out the service and stay subscribed as long as they find value in it.
  • Bundling and Partnerships: While not as common as direct pricing, Netflix has explored bundling opportunities and partnerships with other services and devices, enhancing its reach and appeal. For example, Netflix has been included in certain mobile carrier bundles or bundled with other services in specific markets.

 

How did they do it? 

  • Transparent Communication: Netflix clearly communicates the benefits of each subscription tier. Their website and marketing materials detail the differences between the Basic, Standard, and Premium plans, highlighting features like streaming quality and the number of simultaneous screens.
  • Focused Messaging: Netflix uses targeted messaging to emphasize the value of its subscription model. They often highlight the ad-free experience, extensive library of content, and original programming as key benefits, appealing to subscribers who value uninterrupted entertainment.
  • Data-Driven Advertising: Netflix leverages user data to tailor its advertising and promotional efforts. By analyzing viewing habits and preferences, Netflix can target ads more effectively, promoting plans and content that align with potential customers’ interests.
  • Content-Driven Marketing: Netflix often uses its original content as a marketing tool. High-profile releases, exclusive series, and popular movies are promoted heavily to attract subscribers. Content teasers and trailers are strategically released to build anticipation and highlight the value of the subscription.
  • Local Adaptation: Netflix adapts its marketing strategy to fit local markets. Pricing, promotional offers, and messaging are customized based on regional preferences, competition, and economic conditions. This localized approach helps Netflix connect with diverse audiences globally.
  • Customer Experience and Support: Netflix’s customer support and user experience reinforce its pricing strategy. The ease of managing subscriptions, accessing content, and resolving issues contributes to a positive perception of the service’s value.
  • Strategic Partnerships: Netflix has formed partnerships with various brands, mobile carriers, and device manufacturers to bundle subscriptions or offer special promotions. These partnerships expand Netflix’s reach and make its pricing model more accessible.

Did you know? 

We shared this article with our email newsletter community first. If you want to get access to our articles and insights before anyone else, you can sign up here (plus, it’s free!). 

Found this article helpful?

Sharing is caring. ❤️

Share this on social – super easy 1-click share buttons below 👇 – or send this article to a colleague or friend who can learn something new to empower their company or hustle.