Phone wait times tied to customer lifetime value

November 2, 2018

Credit card companies, wireless phone carriers, airlines and retailers are making use of customer lifetime value data to prioritize service calls. “There’s no free lunch,” Sunil Gupta, a marketing professor at Harvard Business School, told The Wall Street Journal. “The more profitable you are, the better service you will get.”

Recent News

Waffle House Workers Strike for Fair Pay and Better Working Conditions

Waffle House workers in Conyers, Georgia, are now on their third day of striking over what they call the company’s unfair policies. Led by the Union of Southern Service Workers (USSW), Waffle House employees are demanding an end to the mandatory “meal credit” deductions from their paychecks, along with better wages and improved working conditions.