There’s a good chance it has something to do with a rating known as a customer lifetime value, or CLV. That secret number is used by all manner of companies to measure the potential financial value of their customers.
Your score can determine the prices you pay, the products and ads you see and the perks you receive.
Credit-card companies use the scoring systems to decide what to offer customers who want to cancel their cards. Wireless carriers route high-value callers immediately to their most skilled agents. At some airlines, a high score increases the odds of a seat upgrade.
“There’s no free lunch,” says Sunil Gupta, a marketing professor at Harvard Business School who has researched models for calculating lifetime value. “The more profitable you are, the better service you will get.”
These days, companies are resorting to all sorts of data and scores to size up consumers and predict their behavior.
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2 comments:
We refer to it as a "deadbeat meter",and it is an absolute reality.We use it daily.
I have found that by pushing the 0 button often allows me to bypass the 'hold' and voicemail and sends me directly to a customer service agent. It works more often than not.
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