They understand character customization is important, but they can’t seem to make the connection to monetization like with the 6-month sub mounts. 
To me, this is a blaring klaxon that WoW is in life support mode—they’re not spending one penny more than the bare minimum.
So, logical next step: just put character customization for the less popular races (i.e., non-humans and non-BElves) in the shop already.
