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.

Continue reading...

BGR Top Deals:

  1. The best-selling Wi-Fi extender with 17,800 5-star ratings is down to $19 today, an all-time low
  2. The powerful Dyson Ball Multifloor Upright Vacuum is on sale for under $150, today only

Trending Right Now:

  1. iPhone XR vs. Galaxy Note 9 speed test: Apple continues to impress
  2. There’s a new way to browse Netflix’s secret categories, and it’s awesome
  3. Blood pressure drug recalled because it might give you cancer

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

Post Tagged with ,

Comments are closed.