But what about customer lifetime-value?

Are customer service managers really doing the company a favor by ditching the pesky customer who just wants to complain?

More and more, some companies are taking a gamble on the likelihood of a disgruntled customer giving up on pursuing a redress than actually having to pay a refund or ship a replacement product.

Despite this thinking, we still believe that good customer service is a company’s bread and butter.

Marketing officers: do you find yourself at odds with this new customer service practice and your responsibility for ensuring customer lifetime value?

Read what the editors at PHYS.org have to say about customer service.