You've got a secret score that affects how customer service treats your call

Peter Fader is a marketing professor at the University of Pennsylvania's Wharton School whose idea of customer service might strike some people as rather cold. "Not all customers," he told The Wall Street Journal recently,"deserve a company's best efforts." He's so serious about that idea, he helped popularize the idea of something called a customer's lifetime value score. This, friends, is a secret score you probably didn't know you had. But if you've ever called customer service, for example, ...