<story><title>On Hold for 45 Minutes? It Might Be Your Secret Customer Score</title><url>https://www.wsj.com/articles/on-hold-for-45-minutes-it-might-be-your-secret-customer-score-1541084656</url></story><parent_chain><item><author>bb2018</author><text>It all depends on your notion of fair.&lt;p&gt;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&amp;#x27;ve exhausted all troubleshooting and automated methods.</text></item><item><author>azinman2</author><text>“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.&lt;p&gt;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.</text></item></parent_chain><comment><author>athenot</author><text>Or they might have a legitimate case. You can&amp;#x27;t tell just by looking at volumes.&lt;p&gt;It could be that fringe group of customers who use international credit card numbers (but also happen to spend well).&lt;p&gt;It could be elderly consumers who consistently get bitten by a rough edge in the UX.&lt;p&gt;It could be users who don&amp;#x27;t use English as their primary language and don&amp;#x27;t understand a colloquialism in the interface.</text></comment>
<story><title>On Hold for 45 Minutes? It Might Be Your Secret Customer Score</title><url>https://www.wsj.com/articles/on-hold-for-45-minutes-it-might-be-your-secret-customer-score-1541084656</url></story><parent_chain><item><author>bb2018</author><text>It all depends on your notion of fair.&lt;p&gt;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&amp;#x27;ve exhausted all troubleshooting and automated methods.</text></item><item><author>azinman2</author><text>“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.&lt;p&gt;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.</text></item></parent_chain><comment><author>joe_the_user</author><text>Sure, if &amp;quot;whatever you happen to get&amp;quot; is considered fair, then you&amp;#x27;re always OK.&lt;p&gt;But the danger of - &amp;quot;I don&amp;#x27;t complain excessively so it&amp;#x27;s OK to whoever complains most&amp;quot; is that by gradually pealing off &amp;quot;excess&amp;quot; complainers, you&amp;#x27;ll get to a point where no can complain to any degree, people fear to complain about even wholly inadequate products for fear of getting on lists, etc.</text></comment>