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.)
In this summary, you will learn
- What “offboarding” means in terms of the customer experience;
- What negative effects a bad offboarding experience brings; and
- How to design a constructive offboarding experience for your former customers, users or subscribers.
About the Author
Sarah Khan is a writer, editor, and user experience designer and consultant.