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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

#81

Post by DiffEq »

mfringel wrote: post #73
DiffEq wrote: post #71

Earlier quoted context omitted.

So if it is so trivially falsifiable...please provide the trivial evidence.

You first. You've already proved you're willing to move the goalposts once. I've not moved mine at all. Clearly, it should be much easier for you to prove something to me. The original question stands, and remains unanswered.

You have learned to use big words and have taken a logic course perhaps...but have learned nothing. I have not moved the goal posts, I have stated several things about human history/governments that are as apparent as the sky is blue. OP being the pot was calling the kettle black. You are saying that the pot is not black, I asked you to show where it is not, you refuse - because you can't.

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

#82

Post by endorphone »

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…

"just a mom'n'pop. But we knew our customers"

There was no illusions then. Now, however, people often think of big companies in an abstract way. The "you're just a number" way. And they are a number, but not just an equal customer number, but instead a "value as a customer" way.

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

#84

Post by CPLX »

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.

It’s important to note that we’re often valuable and non valuable in various parts of our life. For example AA might think highly of me but my phone company might not. Maybe I just had a bad run of luck with them, if 300 million people flip coins all day some will get tails 10 times in a row some days.

Treating everyone with some base level of respect and fairness is the only way to ensure you, or anyone, isn’t subjected to awful outcomes from time to time.

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

#85

Post by wallace_f »

azinman2 wrote: post #42
tomcam wrote: post #34

Earlier quoted context omitted.

Who wants to privatize everything?

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

You might be surprised to know many (most?) libertarians are against privatization of prisons, policing, courts, national parks service, and so on.

Also, the GOP is completely fine with the military industrial complex, big budget deficit spending, tariffs, and other anti-free market policies.

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

#87

Post by skybrian »

kenneth wrote: post #57

The most obvious example of this in daily life is through airlines, where the difference is pretty transparent and you get night-and-day better service by being a loyal customer. With top status with AA and UA (EXP and 1K), you connected to U.S.-based very senior phone agents right away, who always make sure to take care of any issue that arises. 50min delay on your AA flight? No problem, sir, we are rebooking you on…

I wonder about this. If they're giving you that level of service, aren't you paying too much? Who really wins here?

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

#88

Post by Scoundreller »

kenneth wrote: post #57

The most obvious example of this in daily life is through airlines, where the difference is pretty transparent and you get night-and-day better service by being a loyal customer. With top status with AA and UA (EXP and 1K), you connected to U.S.-based very senior phone agents right away, who always make sure to take care of any issue that arises. 50min delay on your AA flight? No problem, sir, we are rebooking you on…

> The cheap seats have very low margins, oftentimes negative… so it just infeasible economically to give everyone good service.

An empty seat costs the airline more than a paid ticket. They can’t exactly fly just 189/233rds of the plane.

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

#89

Post by Scoundreller »

skybrian wrote: post #87
kenneth wrote: post #57

The most obvious example of this in daily life is through airlines, where the difference is pretty transparent and you get night-and-day better service by being a loyal customer. With top status with AA and UA (EXP and 1K), you connected to U.S.-based very senior phone agents right away, who always make sure to take care of any issue that arises. 50min delay on your AA flight? No problem, sir, we are rebooking you on…

I wonder about this. If they're giving you that level of service, aren't you paying too much? Who really wins here?

Frequent flyers are usually not footing the bill themselves.

Giving them frequent flyer points or free lounge access is like a tax-free bonus to the employee and incentivizes them to convince their employer to not switch airlines.

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

#90

Post by skybrian »

sandworm101 wrote: post #80
athenot wrote: post #41

Earlier quoted context omitted.

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.

>> It could be elderly consumers who consistently get bitten by a rough edge in the UX. Or the elderly customers who call just because they want someone to talk to. I used to do some PCI compliance work and occasionally had to listen in on customer calls to call centers (to verify procedures were being followed). They don't want service. They want to chat. They may have some small issue with the UI, but then they wan…

Those questions don't seem consistent with just wanting to chat. Aren't a lot of people concerned about delivery times?
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