You’ve got a secret score that affects how customer service treats your call

Secret customer score

Peter Fader is a marketing professor at the University of Pennsylvania's Wharton School whose idea of customer service might strike some people as rather cold. "Not all customers," he told The Wall Street Journal recently,"deserve a company's best efforts." He's so serious about that idea, he helped popularize the idea of something called a customer's lifetime value score. This, friends, is a secret score you probably didn't know you had. But if you've ever called customer service, for example, and they're rather unfriendly and keep you on hold for what seems like forever, chances are -- yep, you guessed it. Your score's not so good. Fader's own scoring method is based on your transaction history, and he co-founded a firm called Zodiac Inc. that performs analyses of those histories which he eventually sold to Nike.

What most people may not know is, for one thing, that these scores exist. But even more important -- according to that WSJ piece in which Fader is quoted, anyone with a bank account, cell phone or who does any shopping of any kind online has at least one of these scores. And probably more than one.

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You’ve got a secret score that affects how customer service treats your call originally appeared on BGR.com on Sun, 4 Nov 2018 at 09:44:30 EDT. Please see our terms for use of feeds.

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