Even when a customer is canceling an account it is an opportunity to engage in a positive way, even if it is just making it easy for them to cancel. This is in stark contrast to a lot of “retention” strategies that are designed to keep you on the phone, and pressure you into renewing when it’s the last thing you want.
I’ve been a customer of SEOMoz.org for about 6 months and it was only on canceling my account that I felt compelled to give them a recommendation, mainly because canceling my subscription was such a pleasant experience. Basically their subscriptions are handled through paypal currently, which as any paypal customer will know is hellaciously difficult to manage for the customer and really only lets you know you have a subscription when it renews, so anyway I picked up the phone and chatted with Gillian and she took care of it and even let me know they are working on a new billing system as they are unhappy with paypal for the exact reason i stated.
In their premium content they have got some very juicy and relevant articles like their 50+ page report on Social Media Optimization Strategies, and their guide to Viral Marketing or Linkbaiting.
If you want a preview of their thinking and writing check out their blog which is a valuable resource as well.
Having worked with Rand, I gotta say I love what SEOMoz is doing even if they are indirect competitors to my Agency. SEOMoz combined skilled expertise with the ability to push the envelope, all the while being fun and laid back.
They are also one of the most down to earth marketing team ever (e-Storm where I work being the other, of course).