AOL Customer Retention in Words & Pictures

Graham over at Words & Pictures tipped that he had gloriously incarnated the central absurdity of the AOL Cancellation fiasco with pens and pastels in three panels. And so he did.

Accompanying the comment, a point we think we forgot to note in the sound and the fury: in 2005, AOL promised the state of New York that they’d end a policy that required call center employees to save 49% of cancellations of forfeit their bonuses. Now, we assume, they just forfeit their jobs if they can’t meet the quota.

Customer Satisfaction Is Job None [Words & Pictures]