Seth Godin has an interesting post about Sprint's efforts to rid itself of customers who call customer service too often (25 times a month!). Seth's take:
If you're going to be obsessed with delighting customers, it's a lot more efficient to focus on customers that are able to be delighted. That sounds like a tautology, but it's actually a guiding principle for successful businesses. Hire nice people and attract satisfiable, gabby customers. Why not?
These 1000 people were actually happy to be unhappy. They were unpleasable, and they weren't helping either word of mouth or the ability of the call center folks to do good work.
I wonder how many of those customers just wanted an iPhone.
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