How it works
Exit Resistance appears through hidden cancellation paths, extra authentication, mandatory calls or chats, repeated confirmation screens, retention detours, contractual penalties, delayed processing, or other steps that exist on exit but not on entry.
The most revealing comparison is often simple: how many actions are required to start the relationship versus end it?
Recognition checklist
What to look for
Leaving requires more work than joining
Cancellation or switching contains materially more steps, channels, or delay than enrollment.
The path contains retention friction
The customer encounters repeated offers, warnings, diversions, or attempts to reverse the decision.
Failure benefits the company
Every abandoned or delayed cancellation extends billing, retention, or platform dependence.
Where it appears
Associated companies
Important distinction
Reasonable account security is not exit resistance.
Companies may need to verify identity, settle balances, protect data, or explain consequences before closing an account. CHI focuses on friction that is disproportionate, asymmetric, commercially motivated, or unnecessary to complete the customer's request.