Fun fact: good customer service makes customer lifetime value shoot through the roof.
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Fun fact: good customer service makes customer lifetime value shoot through the roof. It's 5-10 times cheaper to sell to a repeat customer than acquire a new one.
- but acquisition is handled by marketing & they typically have 10-100x the budget of customer experience, if the latter even exists as a department at all.
"Business is rational" my ass. Greed makes stupid & then hype wins.
https://pluralistic.net/2025/11/11/sorry-to-bother-you/#we-dont-care-we-dont-have-to
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Fun fact: good customer service makes customer lifetime value shoot through the roof. It's 5-10 times cheaper to sell to a repeat customer than acquire a new one.
- but acquisition is handled by marketing & they typically have 10-100x the budget of customer experience, if the latter even exists as a department at all.
"Business is rational" my ass. Greed makes stupid & then hype wins.
https://pluralistic.net/2025/11/11/sorry-to-bother-you/#we-dont-care-we-dont-have-to
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@tanavit @pluralistic Exactly - or rather, in practice it's "we hide lost costumers to make new ones look like growth"...
People, especially execs, keep forgetting that marketing departments are really good at marketing & will use the same knack for making things look better than they are against the company as they use in service of it.
Of course it doesn't help to set manager KPIs that pit internal departments against each other, which these companies also always do.
