Heh-heh. Niice. AOL gets some comeuppance for its hostile "retention" policies. Somebody over there went turncoat and sent the Consumerist.com the whole retention sales manual.
Also notice what the article says about the CRM they use -- pretty interesting how it is automated.
Shame to waste good tools on evil projects.
I'm trying to picture how iNetNow would have done with aggressive retention techniques like that. Oy!
I think the only thing we did for retention was offer them iNetSingle once and then drop it if they still wanted to cancel after that. But maybe we should have at an "Expulsion" script for customers we didn't want...
Really amazing! Useful information. All the best.
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