Imagine that…they sent me an email telling me how great their service is and asked me to renew. I went online and cancelled and they forced me through 3 screens to try and convince me not to cancel. Am I sure? Am I really, really sure? Am I really, really certainly sure I want to cancel such a great service?
Then there was a multiple choice question as to why I would so crazy to quit.
Yahoo used to be a much more customer service-oriented company. But once they got past a certain number of subscribers, they started taking their customer base for granted. Like other companies that have done the same thing … McDonald’s, most car companies, etc. … they’ll start losing business.