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On Hold for 45 Minutes? It Might Be Your Secret Customer Score

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Re: On Hold for 45 Minutes? It Might Be Your Secret Customer Score

#41

Post by athenot »

bb2018 wrote: post #24
azinman2 wrote: post #6

“Not all customers deserve a company’s best efforts,” says Peter Fader, a marketing professor at the University of Pennsylvania’s Wharton School who helped popularize lifetime value scores. I feel like this is a succinct argument against the idea to privitize everything — there’s no accountability nor notion of “fairness” baked in whatsoever.

It all depends on your notion of fair. If one percent of people call up customer service to complain about 50% of their transactions they are clogging up the system. I only call if something is breaking and I've exhausted all troubleshooting and automated methods.

Or they might have a legitimate case. You can't tell just by looking at volumes.

It could be that fringe group of customers who use international credit card numbers (but also happen to spend well).

It could be elderly consumers who consistently get bitten by a rough edge in the UX.

It could be users who don't use English as their primary language and don't understand a colloquialism in the interface.

Re: On Hold for 45 Minutes? It Might Be Your Secret Customer Score

#42

Post by azinman2 »

tomcam wrote: post #34
azinman2 wrote: post #6

“Not all customers deserve a company’s best efforts,” says Peter Fader, a marketing professor at the University of Pennsylvania’s Wharton School who helped popularize lifetime value scores. I feel like this is a succinct argument against the idea to privitize everything — there’s no accountability nor notion of “fairness” baked in whatsoever.

Who wants to privatize everything?

GOP, libertarians, free market evangelists, private equity firms, Wallstreet....

Re: On Hold for 45 Minutes? It Might Be Your Secret Customer Score

#43

Post by DiffEq »

gumby wrote: post #21
DiffEq wrote: post #11

Earlier quoted context omitted.

Are you implying that government, local or national, is "accountable" or "fair" somehow? All of human experience demonstrates the opposite.

> All of human experience demonstrates the opposite. That's an absurd exaggeration.

Equal to OP's absurd argument for less privatization.

Re: On Hold for 45 Minutes? It Might Be Your Secret Customer Score

#44

Post by pkaye »

azinman2 wrote: post #6

“Not all customers deserve a company’s best efforts,” says Peter Fader, a marketing professor at the University of Pennsylvania’s Wharton School who helped popularize lifetime value scores. I feel like this is a succinct argument against the idea to privitize everything — there’s no accountability nor notion of “fairness” baked in whatsoever.

With private companies you many times have a choice. With public organization, most times you don't.

I needed to go to the CA DMV to renew my drivers license and appointments are booked 3 months in advance and if I go to visit them, some people are waiting 3-4 hours. Because of my flexible schedule I managed to estimate and go at a less peak time and reduce it to half this time. There is certainly no accountability in the DMV either.

Re: On Hold for 45 Minutes? It Might Be Your Secret Customer Score

#45

Post by TylerE »

crdoconnor wrote: post #33
mkirklions wrote: post #29

Earlier quoted context omitted.

>argument against the idea to privitize everything Go to a different company next time? If the government denies your paperwork, you get to keep working with the same government.

Complaining to a congressperson is usually more effective than complaining to a monopoly/oligopoly like Comcast.

No it isn't, because Comcast has all the congresscritters bought and paid for, or at least enough of them to prevent anything it doesn't like from actually getting passed.

https://www.opensecrets.org

Re: On Hold for 45 Minutes? It Might Be Your Secret Customer Score

#46

Post by tyingq »

notyourday wrote: post #10
ergothus wrote: post #5

Earlier quoted context omitted.

But for both of these, "directly" often means being on hold.

Prefix it with the famous f word and become the next call answered.

Once you get a real person, the word "chargeback" also can sometimes get them onto a different track.

Re: On Hold for 45 Minutes? It Might Be Your Secret Customer Score

#47

Post by jermaustin1 »

soneil wrote: post #13

How's this a secret? I used to work in retail/service. Not something with data and metrics, just a mom'n'pop. But we knew our customers. We especially knew our regulars. And you did try not to piss off a regular. But from this I learnt that people will try to play their 'value' as a trump card when they want to complain. Do you know who I am, do you know how much I spend here, I come here every day, blah blah blah. T…

This is the opposite of my experience in my preferred bodega in mid town. I as well as a few other people were there every morning. When the owner saw me, he knew to put in my order. If the line was long, I would grab a redbull drop my bag off at the office, come back down and my breakfast would be ready, and I would pay.

My order was usually put in after everyone else's was, because he knew I would wait for it. And I was perfectly fine with that.

Re: On Hold for 45 Minutes? It Might Be Your Secret Customer Score

#49

Post by jimmaswell »

LanceH wrote: post #35
LiterallyDoge wrote: post #19

This is a great argument for the intangible value of the right to individual privacy.

You have every right to individual privacy. Once you yield it you don't have a right to make other people pretend they don't remember you.

Unless you live in the EU apparently. Not that I think it's right.

Re: On Hold for 45 Minutes? It Might Be Your Secret Customer Score

#50

Post by jethro_tell »

pavel_lishin wrote: post #25
soneil wrote: post #13

How's this a secret? I used to work in retail/service. Not something with data and metrics, just a mom'n'pop. But we knew our customers. We especially knew our regulars. And you did try not to piss off a regular. But from this I learnt that people will try to play their 'value' as a trump card when they want to complain. Do you know who I am, do you know how much I spend here, I come here every day, blah blah blah. T…

In my extremely limited experience, the people pulling out the "do you know who I am?" card are typically not regulars. They might think they are, but they're not. I'm a regular at a few places, and I treasure that status and the privilege that comes with it, and wouldn't go trying to fuck it up unless I was prepared to completely burn that bridge.

Yeah for sure, and with that, they tend to regulate their own service at the point of contact. Often all you need in that situation is that both of you look at something that is a little of and a furrowed eyebrow and they'll take care of it for you. Or, an 'This doesn't seem right' If you have to throw your weight around you're not a regular.
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