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May 25

A touch of class; Customer-driven design at work

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As a company, do you focus on the customer? Many companies do so only when the focus is to lock in the customer. How many services have you used that when it came to leaving said service you ended up running around like a blue arsed fly on their Web site. This is the norm. Many will say “duh, we don’t want to put effort into that side of the business where we are losing a customer!”

Every now and then I see companies that care about the entire experience, and I just saw another example in

I love their service, but recently have been (due to reasons not to do with the quality of the product or what I would personally like to us) using other products to develop software. I stayed signed up as I want to come back to the service, and the following email just came in:

Your credit card was NOT charged!

Inactive account disabled

It looks like you haven’t used your account in the last 30 days or so. We don’t like getting billed for things that we don’t use and we don’t think that you should either so we’ve disabled your account.

Fear not! Your data has NOT been deleted and you can always log into your account to reactivate your account and access all of your data.

We hope to see you again sometime soon. If you’d like to reactivate your account now you can do so by logging into your account and updating your billing information.

If you no longer plan to use, there’s nothing left to do on your part. Your account has been disabled and we will not continue to attempt to bill your credit card.


The Team

Now this is classy. Not only did they pro-actively stop taking money from me, think about the fact that they had to code this into the system. This story made its way up through their large backlog to a point where they did this.

The net effect is that my trust and emotional connection to has risen. I look forward to re-activating my account soon.

Joe Stump and friends, you are a classy act.

One Response to “A touch of class; Customer-driven design at work”

  1. Irving Briscoe Says:

    Wow … That’s the first i’ve herd of a a company doing this. Looks like there’s hope for the internet and humanity in general.

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