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A lesson in customer retention from Blizzard.
- protomyth 16y agoThis really isn't a lesson in customer service, it is a lesson in that "last chance" attempt to keep you paying money when you really don't want a service anymore. It is canned text based on two list boxes.
- chaosmachine 16y agoI wonder how much money that "canned text based on two list boxes" saves/makes Blizzard every year.
- protomyth 16y agoI get the feeling people treat it like any other long computer message or dialog box (scan, ignore).
- JoshCole 16y agoIsn't this last chance sort of page just as open to A & B testing as a sign up page? Your just checking to see how many users are leaving instead of entering. To answer my own question, it seems a little different, since making it hard to leave your site is probably decreasing your sites usability rather than increasing it. If it is easy for your customer to get started that is much different than making it hard for them to leave. I suppose I've come full circle while making this comment. I started thinking that you should optimize for keeping people and now think you should just try to make it easy for a returning user to get back into using their account. Almost didn't post my thoughts, but here it goes anyways.