Sarah Khan
Offboarding
How and How Not to End Relationships with Users
UX Booth, 2016
What's inside?
Let go; you can’t force others to love you. That’s true for past loves as well as former customers.
Recommendation
Some companies are stickier than toffee: a newsletter that won’t let you unsubscribe, an online service that makes it almost impossible to delete your account or a service company that puts a range of obstacles in your way out the door. But clinging to your customers this way is bad style. Instead, keep your head up high and provide your customers with a well-designed “offboarding” experience. User experience consultant Sarah Khan calls for managing the end of your customer relationship just like you would any other phase of the customer life cycle and outlines simple steps to do so. getAbstract knows you’re hurting, but seconds Khan’s advice: Let them go! (They might come back loving you even more.)
Summary
About the Author
Sarah Khan is a writer, editor, and user experience designer and consultant.
Comment on this summary