I was thinking about all this madness while at work today. Tuesdays are slow and I only had a 4 hour shift, so I had plenty of time to think. In my day job, I deal with customers all day long while representing a multi million dollar company. I’ve built up a working relationship with the regulars and I genuinely enjoy chatting with most of them. If you are one of my regular customers, I will go to the moon and back to make things right for you. For a brand new customer, I’d go to the end of the block and back. I do make an effort for new customers, but I put more value on repeat business. As a result, my department is wildly successful and I get friends and family of my regulars as new customers.
I don’t understand why Blizzard won’t do the same. Repeat business is where the money is. Happy consumers spend more and bring in more people who will also spend more. But what do I know, I’m not a multi millionaire.