We can say all day long that the traditional and completely valid strategy to weather disruption in sources of supply is redundancy and replacements. Nonetheless, there are only so much of a given item and a limited number of places where replacements can be obtained...
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...
