The Next Time You’re On Hold…

The Next Time You’re On Hold…

If you think some people you know have much better luck than others navigating customer service– you’re right, but it’s less about luck than you might imagine. The Wall Street Journal reports that each business assigns a customer a customer lifetime value, or CLV. If you have a high CLV score, you’re likely to spend less time on hold, have an extra pleasant experience with customer service representatives, and get other perks and upgrades those with lower CLV scores wouldn’t receive. Companies use their own metrics to determine such scores, but the general rule is that if you shop a lot and don’t return things or make complaints– you’ll have a solid score, or several– as you likely have them with various companies. Another thing that affects your CLV rating– general demographics– for example, a married, middle-aged woman is probably going to get faster service on the phone than a single guy in his 20s, and if those two people called to cancel a service, the perks they are offered to change their mind will be different as well. If you’re curious about your own CLV ratings, good luck with that– they’re not publicly available.

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