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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

#91
> Zeta Global, whose clients include wireless carriers, generates scores using data points such as the number of times a customer has dialed a call center and whether that person has browsed a competitor’s website or searched certain keywords in the past few days.

Wait, so this means I dial a number and they link my identity to my browser to tell whether I've browsed a competitor's website in the past few days? Is this really how far tracking has come?

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

#92

Earlier quoted context omitted.

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.

Oh I never said that the GOP (or any group) is entirely consistent in ideology, or is homogenous. But it’s a common part of their platform and has been for years.

https://www.statesman.com/news/20180904/commentary-republica...

https://www.thenation.com/article/this-is-how-the-republican...

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

#93
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.

Yes, but you can still be a negative margin flyer. They're just losing a smaller amount money than they would have if you weren't there at all.

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

#94
post #24
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.

That doesn’t begin to include people who get belligerent with call center workers.

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

#95

> Zeta Global, whose clients include wireless carriers, generates scores using data points such as the number of times a customer has dialed a call center and whether that person has browsed a competitor’s website or searched certain keywords in the past few days. Wait, so this means I dial a number and they link my identity to my browser to tell whether I've browsed a competitor's website in the past few days? Is th…

Did you think they weren't going to leverage your phone number in other ways when you furnished it for "improved security"?

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

#96
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…

Tangent: Are there other people here who just refuse to sign up for any of these programs?

I have family members who are super into frequent flyer programs, credit card points, etc, etc. But I don't like the cognitive load they introduce, and I don't like having to figure out how much I'm being manipulated in any given interaction.

I get that I'm missing out on goodies, but they're paying for those goodies somehow, so I figure I'm doing ok once I account for the cost of my time and for situations where they'd get me to pay more.

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

#97
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…

In my experiece the exact opposite is done by telecoms, insurance and banks. New customers are enticed with offers not available to existing customers, and great things are offered to them. Being a customer for decades doesn’t have rewards with that group of businesses.

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

#98
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.

I presume you're making a distinction between services from private businesses and services from the government, and I feel like there are also nearly equivalent succinct arguments for how terrible government services are for certain groups of people (particularly poor people and minorities).

So, yes, you can call that a succinct argument against privatizing everything, but very few people actually advocate for that (and those that do generally have ideas about revolutionizing the entire social and/or economic system, not just "eh, just turn off all the public services overnight."). It's easy to pick and choose certain services where private businesses seem to provide better access, and other services where the government seems to provide better access.

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

#99
post #81

Earlier quoted context omitted.

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.

Right now, as I look out my window, the sky is grey.

So, since you made another assertion, how is what you stated about human governments and history as apparent as the sky is blue?

That's two hills to defend, and two questions unanswered.

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

#100
post #96
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…

Tangent: Are there other people here who just refuse to sign up for any of these programs? I have family members who are super into frequent flyer programs, credit card points, etc, etc. But I don't like the cognitive load they introduce, and I don't like having to figure out how much I'm being manipulated in any given interaction. I get that I'm missing out on goodies, but they're paying for those goodies somehow, s…

Tangent: Are there other people here who just refuse to sign up for any of these programs?

Right here. I was asked the other day if I had a rewards number at 7/11 and if I wanted to sign up for one, if I was "really sure" after I said no twice. 7/11. I buy coffee there getting off the train. It's a convenience store. This....is getting ridiculous IMO. Amazon is getting their tentacles wrapped around so much (mild sarc), but the retail experience out in the world lately is just as awful.

I'm either bothered endlessly to "hey go get one more of those things it's only 2/$4" when I only want one, I'm asked to sign up for a rewards program, or calling support means I'm hounded for a "customer feedback survey" when all I wanted was a dang cup of coffee.

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