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In no industry to loyal customers get loss-leader pricing indefinitely. If you've ever gotten the discount once, you aren't treated worse than new customers.
by fjdlwlv 10y ago
In no industry to loyal customers get loss-leader pricing indefinitely.
If you've ever gotten the discount once, you aren't treated worse than new customers.
- GCA10 10y agoIf we get only one chance to be a "new customer," then it would be a reasonably fair system. But most of these churn-inducing systems are run in such a way that the Customer Acquisition Teams are quite willing to book you at the new customer rate, again and again. The internal incentives (worth an entirely separate post) reward phone reps disproportionately for heroic "saves" of accounts that were about to quit. The big promotion within these call centers is to get to work on the Customer Rescue team. I don't know why the finance guys haven't figured out that they are rotting out their core revenue by doing this.